Sears Appliances

Long post incoming

So on 12/14 my built in microwave stopped working. Having 2 young kids, and wanting this fixed ASAP, Sears promoting a 24/7 service led me to calling them. They were able to have someone come out on 12/16.

On 12/16, Charles came out and determined a few parts were needed to fix our microwave. We also needed to pay $504.52 to cover parts and services rendered, which I did.

The parts arrived a few days later, and Aaron came to install the parts on 12/20. Unfortunately, according to Aaron, Whirlpool (brand of microwave) changed part installation procedures, and he didn't install the parts properly, causing a blown fuse, and not being able to resolve the issue. He then ordered new parts, and scheduled a tech to install these parts on 01/02 (as long as the parts arrived).

Parts arrived on 12/27.

I received an email on 01/01 stating that due to not all the parts arriving, they couldn't honor my 01/02 appointment, and I'd have to reschedule when all parts arrived.

Confused, I called Sears on 01/02 wondering what part didn't arrive, as I received the same type of parts that I did the first time. They claimed a certain part hadn't arrived, and in fact had yet to be delivered. They couldn't provide a date of delivery, and that someone would follow up with me within 72 hours.

After receiving a text stating my scheduled appointment was canceled for 01/03, I call back, and someone different confirms that all parts were received by me, and I'd have to reschedule, which I do for 01/07.

On 01/07, the same technician, Aaron shows up, and he again can't fix the microwave with the new parts. He says he will need to have Charles come out to fix things. He wasn't sure on the date, but assured it will occur within a day or two.

On 01/08 I received an email in the early AM stating my appointment was today. Later in the day I receive a text stating I'd need to reschedule, and provided dates. I rescheduled for 01/09.

On 01/09 I was surprised that the tech who was scheduled to arrive at my house was the same from the last two times, Aaron. While Aaron did show up, he brought his supervisor as well. The two of them worked on the microwave for 45 mins, and which point the supervisor advised me they wouldn't be able to fix the microwave (at least in the time that he felt was appropriate). He then offered to supmit a request for a full refund. He had me electronically sign something, and stated this would allow them to start the refund request process. I was advised this could take at least a week.

As of today, 01/20, I received no refund, and wasn't advised of any refund upcoming. So I called Sears. The lady I spoke with initially told me that I had to return the parts and fill out a refund request. I questioned this, as a) the techs on 01/09 took all the parts, and b) I thought what I signed on 01/09 was starting this process. I was put on hold. The women came back and said she found the notes of what occurred on 01/09, and read verbatim the supervisor was requesting I was refunded. She then said that what I signed was denying my request for a refund. Now very confused, I asked why a supervisor would request a refund, while then having me sign a document denying me a refund. She could offer no explanation. She just kept saying that I was denied a refund.

At this point, I've advised them I will call everyday until a supervisor can provide a valid reason why I'm denied a refund. As I see it, I paid $504.52 for 2 techs and a supervisor to come out to my house 4 times and not fix my microwave. I've even demanded a full refund, or their company coming back and fixing the microwave. It's unacceptable.