Stephanie Ronchi sent a message to Edward Lampert - Chairman and CEO of Sears Holdings - Email Address that said:
Dear Mr. Edward Lampert,
I want to start off with the fact that I am sure you are busy but do hope you can take a few minutes away from your day to read this and resolve this repair request. This is a matter that you would see should be easy to fix.
As you read, I hope you can see the customers side of this and why I am sharing.
My experience to date;
I purchased a Kenmore refrigerator in August of 2016. It was the perfect size I needed for a remodel and my last two were also Kenmore. We stand behind the brand and have been satisfied in the past. I noticed the front panel doors were streaking. As I looked closer it was actually rust. I contacted Sears using the number on my credit card that I opened to make the purchase. They referred me to another number. I contacted them and was told that I did not take out a warranty and that it was not covered. I explained that I have several stainless steel appliance and to this day have not had any issues. Repeatedly, I was told that this was not covered and was sent the warranty on the model that was purchased. After reading and calling back we found that it actually was covered under the manufacturer defect policy. After discussing I was forwarded to a supervisor to schedule. On July 18 a technician came out to evaluate. Please note that the policy is that a tech will not come out unless it is covered.
The tech arrived and shared his findings that during the manufacturing process they forgot to apply a coating that would protect the stainless steel. He ran his hand across and said you can feel it. The surface is rough and a process was missed. The resolve was that the outer parts of the doors would be replaced. We would not get a new refrigerator which was a decision I was fine with. The technician said that they would order the outer parts for the doors and Sears will call us to schedule an appointment.
We provided two cell numbers as not to miss yet to date they have not called to schedule.
Today I have spoken to over 5 different people in all departments. My last call was with a client solutions representative named Blair. She repeatedly told me that she is helping me to resolve but now will charge me for a representative to come out. Then he will see what is wrong and provide a price. I again explained to her that the tech was already here in July and this was going to be repaired. She listened and told me that today I am out of warranty! Does this make any sense to you? She also confirmed that it is noted that he was here but again we are over a year. She shared she was unable to override, I asked her several times to please let me speak to someone who can override and resolve. She repeatedly said she will resolve yet only if I paid a cost. I even offered to pay to get them here as long as she would reimburse the cost. I believed she listened but kept repeating the same process. Every time I asked to speak with someone above her she kept saying she was resolving. The most disappointing words were when Blair actually tried to turn this responsibility on to me and asked how many times have I called to get this fixed. I called, reported the issue, read the policy and even took a day off to meet the technician, I told her this was the responsibility of Sears; they need to order the parts and arrange for the final repair technician. I do not control the process and have no explanation on how this works and in no way was informed of any time frame.
To reflect back and review -
We reported a problem that was covered under the policy
Sears sent a tech that confirmed
Sear tech noted doors would be replaced
Sears would order and schedule
No parts have even been ordered to date
.
I received a call three hours later from Aida. She noted that she can only listen and that she will email corporate.
She noted my concerns and confirmed that the tech was at my home and confirmed the issue. She could not provide me with the reason why the process stopped. She also asked me why it stopped; I told her that I cannot explain the process and this question is not for me to answer. I shared with Aida that I am not the person to ask and just want the repair completed.
Overall, I am disappointed and emotional as I never expected the blame to be placed on me, your customer. Somewhere between the tech leaving the process stopped. I believe it is a fair request and ask that you help me please get this completed.
Below you will find contact information.
Stephanie Ronchi
jronchi24@aol.com
C#1 - 201.328.6201
C#2 - 201.313.6458
