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Sears Master Protection Agreement

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Consumer reviews about Sears Master Protection Agreement

castillo 1
Mar 6, 2012

Sears Master Protection Agreement is a joke

sears is a joke . Sears sold my parents a samsung frig side by side with in the first day we got it home it would not give water. Called sears and demanded them to replace it which fineally they did. One year later samsung frig quits working and we call sears protection plan and sent a tecnician. Tecnician has been here about 5 times and replaces parts and still can't fix it . Been about 4 months now and still can't fix it I think sears is going to rebuild it all till the tec figures it out.. Been calling sears about replacement lemon clause but keep giving me run around . I am dispointed at sears on they treat there customers...

SearsCare
Mar 6, 2012

Sears Master Protection Agreement is a joke

Hi castillo 1,

I'm Scott, and I'm part of the Sears Cares social media escalations team. I came across your post here and wanted to extend an apology for the disappointment and trouble your refrigerator has caused you and your family. Being without a fully functional refrigerator is difficult enough, but extended hassle and service calls just add to the unpleasant situation we're sure. We'd like to offer you our team's assistance and help get this straightened out for you. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (castillo 1) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,
Scott J.
Sears Cares Senior Case Manager

Dennis Schoen
Jan 18, 2015

I believe in the agreement

Hey I just wanted to say that Sears has been wonderful to me. I thought I was buying those "stupid" agreements for nothing. I have been a customer of Sears ever since I got out of the Air Force in 1970. They were the first and only place to give me a new civilian a line of credit. Started buying those protection agreements then and on every thing since. Never used one until 2008. And to all who reads it was a big-on. I had bought a very large tv. I will not say the brand but the volume keep going out. So they tried to repair it but in a few weeks out again, they then brought out an identical tv brand new after I had used the other for 2-3 years. Well lo and behold guess what the number 2 tv started doing the same thing. Sears called me and said pick out any one in the store I wanted as long as I did not go over the cost of the original one. I did, they delivered, set it up and hauled off no 2. The quality of no 3 is outstanding and used everyday. And oh yea I renewed the agreement. I have a lawn mower that I use and it really gets a work out. One day it just stopped. I called and they said drop it off at the pick up door. I did, they sent it off and I got it back in 7 days. When I went to pick it up I thought I was getting the wrong one. It was clean. New plug, new air filter, new blade and it cut better than before. And oh yea, the self propel works again. I had to pay for parts that cost me about $39. And oh yea I renewed the protection on it. I buy from Sears every chance I get and oh yea I get the protection. Say what you will about it but it works. If you don't get and satisfaction locally, then go higher cause my friends Sears wants these things to work cause if you're happy you'll do like me. Protect everything that needs it. you are gambling that it is gonna break and they are betting it won't. Most of the time they don't and Sears smiles all the way to the bank but if you have happen what did to me you would have been pealing out a big pile of dough all at once to replace it yourself.

Just thought someone might like to know

Dennis S

cgc
Mar 28, 2015

Sears Master Protection Plan-awful

Bought a washer and dryer from Sears about 8-9 years ago. Have had it on the master protection plan ever since. After having for a year or so it would sporadically stop working-several technicians were sent out over about a 6 month period to try to fix it. One of them finally got it right and it started working properly. I called Sears several times about the replacement lemon clause but was given the run around again and again. Awful experience with two babies in the house and loads of laundry.
Just about 6 months ago I had trouble with the dryer. Was told it needed a part which was sent to my home 2 days later. It took 8 BUSINESS DAYS to get someone out to fix it. Just to clarify that is 10 days including weekends. 10 days?? Really?? Called several times requesting someone come earlier-was told I was on a "cancellation list" but never got a call. Again, not fun with children and a family that needs a dryer. Going to laundromat and neighbors houses gets old after almost 2 weeks.
Now my washer is making funny noises. To avoid a problem I called about someone coming out to look. 2 WEEK WAIT... My service was scheduled today from 10-2. According to another worker who was at the house the technician came at 9:25. Was home at exactly 10am. Called the service department and was assured technician was coming at the scheduled time. No show after me waiting until 2. I again called and was told I would be getting a call about rescheduling. This is very very poor service. I really feel I am not getting what I paid for!! SEARS-IF YOU CAN NOT STAND BY YOUR SERVICE AGREEMENT PLEASE PLEASE DO NOT SELL IT.

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