Timeline: Sears Complaint
April 10, 2005 - Stove purchased at Sudbury, ON ($1897.49)
June 15, 2005 - Stove delivered to 199 Sunnybrook, Lunenburg, NS
July 23, 2005 - Took possession of the house
Aug. 22, 2005 - Returned to Ontario
Feb. 08, 2006 - Retired to Nova Scotia
Feb. 22, 2006- 1st service call to Sears (Clock, overlay, probe replaced; Yellow & Blue wires mixed- No charge)
Nov. 02, 2009 - 2nd service call (Frigidaire Recall – 4 potentiometers & Moisture Kit- No charge)
Aug. 08, 2010 - 3rd service call (Frigidaire recall – burners flashing F7 & F20 codes-No charge)
Oct. 08, 2010 - 4th service call (recall from work that was done before – kit, control surface & board user- No charge )
Aug. 29, 2011 - 5th service call – called Ron at Economy – oven not heating again. He couldn’t see me until Aug. 31, 2011.
Aug. 31, 2011 - Ron came to the house & examined the stove. He said it was the same clock & overlay that needed to be replaced. It was at this point that I learned that Ron was no longer the Sears Service rep. Because I thought that Sears should cover the repair, Ron suggested that he would order the part for me, but that I should let him know if Sears took the stove back so he could cancel the order.
Called Sears Customer Service & they arranged for the new Service Agent (Danny Semchuk) to call me. the service rep, after much negotiating, agreed that if the serviceman agreed this problem was a continuation of the original problem, Sears would waive the costs. At the time, I was too naive to record the name of the Care Representative. Mr. Semchuk called me, to make an appointment, but he couldn’t see me until after the Labour Day Weekend.
Sept. 07, 2011 - 6th sevice call (Mr. Semchuk confirmed that it was again the same part that had already been replaced. Ron called it the Clock & Overlay; whereas, Mr Semchuk called it the Electronic Oven Control, but he confirmed for me that they were the same parts with the same part numbers (316418700 & 316419700) as Invoice #1. I told him I didn’t want to pay for this work again and he said no one at Sears had authorized him to make this call. I would have to deal with Sears directly. He ordered the part for me and said that he would wait to hear from me regarding who would pay.
Sept. 07, 2011 - 2nd call to Sears Customer Care Number at 11:00a.m. (on hold until11:05 then cut off. I called again and the call was answered at 11:14 a.m.) After hearing my story, the intake clerk said that I had been speaking to Corporate Customer Care previously and she redirected my call there. Spoke to Carrie. She said that she would pass my information on to the Regional Director who would call me within 48 hours.
Sept.10, 2011 - 3rd call to Sears Customer Care Number at 10.22 a.m. Reported that I had had no call back from the Regional Manager. I was informed that all the representative could do was put in another request for him to call me.
Sept. 27, 2011 - 4th call to Sears Customer Care Number at 1:58 p.m. Call answered
immediately by Sally. Sally told me that the manufacturer did not recognize “this part as a manufacturer’s defect. She said that she would “escalate” this case to her “next level” and put in another request for the Regional Manager to call me. She said that if the Regional Manager didn’t call within 48 hours this time, I should call back and they would “escalate”. Sent email to Sears Customer Care online.
Sept. 29, 2011 - 5th call to Sears Customer Care Number at 2:46 p.m. – stayed on line for 30 minutes – no answer. Called another Sears number I found online – turned out to be the Montreal number. Previously I had been dealing with the Belleville Office. Call was answered immediately by Robin. She had no record of my file but put me in touch with Angelo, the Supervisor for parts and Service. Angelo went through the file with me. He told me that there was no Regional Manager, but he would not deal with addressing why the Belleville staff kept promising to have him call me when he didn’t exist. Also, it turned out the file was missing one of the invoices. He asked me to send it to him and that he would “escalate” the issue, but he would not say with whom. He provided me with an email address to which I sent all the invoices.
Sept. 30, 2011 - Angelo called back late in the afternoon saying he would call the
repairman, set up an appointment and authorize the repair at no cost to me if the repairman confirmed that the problem was a replacement of the same part.
Oct. 4, 2011 - Mr. Semchuk, the repairman, called to set up an appointment. He said that he had received the new work order, but there was no indication that he was authorized to waive the fee if he confirmed that it was the same problem. Emailed Angelo at 8:30 a.m. – no response by 11:00 a.m. Called the number that showed on my phone when Angelo called me – automated message said it was a number at Sears that had not been activated. Called the Sears Customer Care number at 11:00 a.m. It was answered at 11:18 a.m.by Angela who said she would email Angelo for me. At 11:56 a.m. Angelo called me saying he had made a mistake writing “Cash Call” on the work order. He said that he would contact the Repair Centre to confirm that I would not pay if the repair was to the same part that had been the problem before, and that I would pay by Visa if the repair was some other problem.
Oct. 5, 2011 - Still no word back from Angelo since noon yesterday. Sent Angelo an email at 6:40 a.m. Sent Angelo another email at 4:32 p.m. Wrote email to Sears Customer Service online.
Oct. 6, 2011 - No reply from Angelo or Emails to Sears online. Sent another email to Sears Customer Service online.
Oct. 7, 2011 - Called Frigidaire (Electrolux Canada Corp.) Phone Agent informed me that because Sears has its own Service Department, Frigidaire is not allowed to deal directly with people who have made purchases of their products through Sears. Received on-line automated form letter at 7:01 p.m. requesting me to call and provide more information on what was wrong with the oven. Sent them an email reply at 9:22 p.m.
Oct. 7-12, 2011 - No response from Angelo or Sears Customer Service online
Oct. 12, 2011 - Sent letter to “President’s Office at Sears Canada.
Oct. 13, 2011 - 7th Service Call Made appointment with Ron from Economy Appliance to come & fix stove. Ron repaired stove by replacing same parts as previous as per dispute.
I was away from October 16 -26, 2011
Oct. 17, 2011 - “Nan” from Sears 1-800-533-6937 left message at 12:07 p.m. on the
answering machine (we were away on holiday). She said that they had received my letter & I should call if I wished to discuss it although since that part is only warranteed for 1 year, I was not eligible for a no charge replacement, and that their Service Manager (who had never inspected the stove) didn’t think that part was the problem in any case.
Oct. 26. 2011 - “Carrie” from Corporate Customer Service in Belleville called at 1:07 p.m. and left a message on the answering machine saying that they owed me a credit of $107.81 (???) and that I should call 1-800-469-4663. I called the number, but Carrie was not there. I left a message with the phone agent to have her call me again and leave a number and time when I could call her.
Nov. 2, 2011 - “Carrie” called and left a message saying that she was trying to reach me. However, she did not leave a number where I could reach her. I called the number she had instructed & the phone agent said she didn’t know anyone named Carrie and that the call could have come out of any of a number of different centres.
Nov. 30, 2011 - No further calls from “Carrie or “Nan”. I received a letter from Corporate Customer Service in Belleville (See Letter #2) which included a new phone number (1-800-664-1888). The letter instructed me that they believed the issue had not been resolved and that I should call the number, speak to one of the associates so that we might reach a mutually agreeable solution. The letter also informed me that they would consider the matter closed if I did not contact them. I called at 1:12 p.m. and spoke with Tim, who commiserated with my situation but after an hour and a half, all he could offer me was reimbursement for the service call for which I had never paid in the first place. The call terminated at 3:18 p.m. with me thanking him for his time and instructing him not to close the file.
(Note: when Mr. Semchuk came to inspect the stove on Sept. 7, 2011, he expected to be paid for that service call. He knew the dispute I was pursuing and I told him that I believed Sears should pay for his time, but that if they refused, I would pay him as I would never take advantage of a working man. He has never submitted a bill to me, so I assume Sears has paid him. If he ever does submit a bill to me, I will pay it.)
Location Griped About:
Suite 700B -290 Yonge St.
Toronto, ON M5B 2C3, Canada