In September 2012 I purchased a Samsung top-load washing machine and 5-year service agreement. The machine worked fine until May 2013. For seven months after that, and despite ten visits by Sears technicians, I was without a properly functioning washer. Sears refused repeated pleas both by me and its own technicians to honor its "no lemon" guarantee, saying that (a) the first repair didn't count as my flooded kitchen was a "cosmetic" problem, and (2) some later repairs did not count because the technician replacing a part decided that some additional part was needed. I went through repeated cycles of calling in a complaint, waiting for a diagnosis, waiting for parts to arrive, and waiting for a repair. At long last a sympathetic technician fought my case and got me the replacement machine that I should have received months earlier. The most maddening thing about this horror story is that the cost to Sears of ten service calls surely must be far greater than the wholesale value of a replacement machine. So why abuse a customer when it does not even save you money? Needless to say, I shall never, ever buy another appliance from Sears.
- Approximate cost of services:
- $1,020.00