Sear showed up 2 hours after the 4 hour window for a recent service appointment, not so much as a phone call. Tech didn't even apologize for being late. I purchased a cooktop product model 790.44382700 in April, 2010 from Sears. To date, the unit has cracked three times in the same exact spot, and has been replaced 5 other times (total 8 times) due to defects. Sears continues to replace the unit under the MPA at a cost to them of $800 each time. I requested they provide a different model but they won’t do it until I have 4 services calls within 12 months". I did have 4 service calls in 2010 from July-Oct but at that time I didn’t request the unit be replaced with a different model/. Now, the unit has cracked a third time?. I have pictures of all 8 defective units along with all the appropriate paper work!. I have been inconvenienced with all the exchanges for cooktops, repair appointments, and being without a cooktop for a good portion of time since I purchased this unit'. I have video of the Technician saying to his manager this unit is a "Lemon" but they still won't replace it with another model". I've also had issues with the matching double oven I purchased at the same time with the self cleaning feature:. I actually have video of the Technician telling me the self cleaning feature can't be used it's just "marketing hype" ". Email: 128c931
 Comments (4) |
| 1. Written by Sherry Simon on March 11, 2012 from palm springs, california, US Robert did assist me in getting a replacement cooktop as promised. However, I had to have some modifications done to accommodate it such as installing an 120v outlet and resizing the cutout, and modifying some cabinets out of my own pocket. So it has been a huge inconvenience and the new cooktop doesn't look nearly as nice as the flat matching electric cooktop but at least hopefully it will be functional! Robert was not able to address the "no show" issue. Also reported to Robert, that one of service Tech's falsified a service record trying to show I refused service because he didn't want to repair the unit. Needless to say I was appalled and Sears needs to make some serious changes. |
| 2. Written by Sherryss on February 8, 2012 from palm springs, california, US Hi Susan, Thank you so much for your response and attention to this matter. I spoke with Robert from your team today and it sounds like he is going to get the cooktop issue resolved. I guess we will work on the oven after we get the cooktop replaced. It's really a shame though as I really did like the looks of the cooktop and the matching oven, they both looked really good in my newly remodeled kitchen. Anyway, it's really nice to finally get someone to take an interest in my situation and get it addressed. Thank you very much to you, Robert, and the rest of the team. |
| 3. Written by SearsCares on February 8, 2012 from hoffman estates, illinois, US Dear Sherryss, I realized that you sent your contact information along with your post. We will have a personal case manager contact you within the next 24 hours regarding the difficulty you have had with your range and double oven. Again, please accept out apologies for the problems you have endured and we look forward to helping you with this issue soon. Thank you for your patience. Sincerely, Susan R. Social Media Moderator Sears Social Media Support |
| 4. Written by SearsCares on February 8, 2012 from hoffman estates, illinois, US Dear Sherryss, Please accept our sincere apologies for the problems you have encountered with the cooktop on your range. I certainly understand the frustration and inconvenience you have endured having this cooktop replaced so many times and also having problems with the self cleaning feature on the double oven that matches this range. My name is Susan with Sears Social Media Support team. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf. At your convenience, please contact our office via email at so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the range and double oven were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Sherryss) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon. Thank you, Susan R. Social Media Moderator Sears Social Media Support |
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