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Sears and other retailers large and small are fond of selling extended warranties and maintenance agreements on appliances, lawn and garden equipment, home electronics and other big-ticket items.
The common view is that these amount to little more than additional profit for the retailer. The complaints we receive from Sears customers tend to support this view but, to be fair, there may be many others who have had a good experience with their Sears maintenance agreement.
Pro and Con
Don't take our word for it. Read the comments of two Sears employes, one current and one former, arguing the pros and cons of maintenance agreements:
The Company's Advice
To all authors regarding Sears repair service,
I am sorry to hear about your unsatisfactory experiences with Sears repair service. My name is David and I work for Sears. I would like to assist you in resolving any service issues. Please contact me at searscares@searshc.com and we can find a solution that meets your needs.
Thank you,
David V.
Senior Case Manager
Consumer Comments
And the customers? Well, here's what they think ...
Nancy of Sn Bernrdno, CA December 12, 2007
I have a maintenance agreement with Sears on a 32" TV; on 12/06/07 it stopped working. The repair man couldn't get parts because it's an analog set and parts are no longer available. He ordered a replacement TV. He said we would get a call from customer service as to the amount of money allowed to replace TV. On 12/11/07, I had to call to find out, since they never called. I was informed by Sears Customer Service that I would ONLY be allotted 330.00 toward a replacement set because they no longer carry analog sets! How do we replace a 32" TV with 330.00? We are senior citizens paying Sears to guarantee minimal loss on our appliances; furthermore, when the sales office calls to get us to renew our maintenance agreement, NOTHING IS EVER MENTIONED ABOUT WHICH APPLIANCES WILL NO LONGER BE REPLACED WHEN IT CANNOT BE FIXED!
I am a 64-year-old cancer patient. This stress is very debilitating. The expense to buy a new set, with a screen large enough for older eyes to see clearly, and which remains our major entertainment, is overwhelming. This is Christmas, and we are without a TV.
Joan of Atlanta, GA December 11, 2007
I purchased a home with a one year old, expensive, top of the line GE profile Microwave. Within 2 months it quit heating. The former owner had purchased a 5-year extended warranty, but Sears would not honor it. Five years later I am still without a microwave. With everything I have read on the Internet about GE microwaves failing after a short period of time, we should all file for a class action suite against GE. My GE refrigerator failed right around the same time (same age). The service people forgot to confirm that I WAS NOT the original owner of the home. They repaired it, but I never received the food spoilage money.
Shame on Sears and GE!
Mark of Cincinnati, OH December 11, 2007
We spent almost 10k at Sears in kitchen appliances. Two months after installation, our 3500 oven would not work. Sears claims they are not responsible, and Whirlpool is responsible to fix it under warranty. The problem is that Whirlpool subcontracts the work, and their subcontractor has failed to show for five appointments. Also, Sears has no authority over Whirlpool subcontractors. I have missed five days from work and my 3500 oven is still not fixed. I have talked to 20 different Sears and Whirlpool personnel over the past two weeks, and they don't care. Now I am being told Sears bought the subcontactor A&E ,yet they have no control. Nobody is responsible except when then took my 10k.
I'm out over 1200 dollars in wages and no way to bake food for several weeks--not to mention how upset my wife is. It has been broken for the same amount of time as it has worked.
William E. Laumann of Baltimore, MD November 20, 2007
I responded to the hazard warning about Craftsman snowthrowers in October, 2007. I receiced the parts for repair and scheduled a technician to visit on 11/16/07. I called that morning and was told I was second in line. That afternoon Sears called me and told to reschedule for Monday 11/19/07. I called that morning and was told I was 12th in line. That afternoon I was called again and told to reschedule for 12/04/07. I am very disappointed and disatisfied with the scheduling of this repair.
Jerry of Glendale, NY November 15, 2007
I have a service agreement with Sears on a snowblower. It's not working. Sears sent a repairman over; when he left, the machine was left with parts not attached. I called and was given another appointment. for today, 11/15/07. They canceled without even calling me. I called and offered another appt. for 11/23. I said yes, and then I was told there were no open appts. for 11/23. Nothing but a run around here. They now said 11/30 they will come. Bottom line they left the snowblower apart, unusable; and I was told they don't even make the parts to get it working. My agreement is fix it or replace it. They refuse to replace it and can't fix it.
I took off from work and lost pay two days. If it snows I can't use the blower because they dismantled it. I have a heart condition and cannot shovel snow. I paid for the agreement to fix or replace and Sears hasn't done either.
Suzanne of Palmyra, ME November 14, 2007
We bought 5 Sears appliances about 1 year ago. Four were for us and one for our daughter living next door. We did not move into our new home until May 15, 2007, so the appliances were virtually brand new until then. My daughter did not use her dishwasher at all until about July, 2007. When she tried to use it, it had an old, burned out motor. They were told a motor could be sent to them, they could then install it themselves, but that would void the warranty. Of course, they had Sears install it but had to wait weeks.
We bought an HE washer and dryer, a dishwasher and an electric oven. The washer has already had 2 service calls in this short time. The dishwasher has had 1 service call, and now the stove has a burned out element. This has only been in use for 6 months. When I called the service department I specifically told them that I needed a new element. I also had to buy an extended warranty because the year was up. I bought one for the oven and the dishwasher--a total of 224.00 for products that should have worked properly from day one. I waited a week and when the repairman came yesterday, he said no one had mentioned the element and he had to order one. It will not be here at the earliest until Tuesday, November 20th. That leaves 1 day for him to come and install it before Thanksgiving. My husband and I are the only 2 people in the house, so we do not overwork the oven. I bought Sears products because of Consumer Reports. How could they have been so wrong? I will never buy Sears products again. This has been very emotionally draining.
Sears contacted me by e-mail after I e-mailed them with all the above on Nov. 9. They said their recovery dept. would contact me as soon as possible. I have yet to hear from them. This is not as soon as possible!!!
Pamela of Pepperell, MA October 23, 2007
I bought a Maytag Naptune Top Loading washing machine from Sears last year. So far it has been out of service more than it has been in service. Luckily I have an extended warranty on it. But it is often weeks before Sears can send people to service and after they come the machine only works for one or two loads of laundry. This is the WORST washing machine on the planet, and Sears' so-called warranty is virtually worthless.
It is a significant inconvenience. I hope NOBODY else EVER gets talked into buying this horrible washer and that Sears may do something about their DREADFUL service!
Cheryl Lynn Catoe of Gaithersburg, MD October 22, 2007
I have waited 5 months to get a settlement on my Sears heat/air unit. Sears policy is if they cannot fix your appliance within 10 days they replace it free. I was authorized to get a new unit. I have paid for the unit and a new maintenance agreement. Sears has yet to refund the money I spent on the heat/air unit!
I have extra bill on my credit card. Sheila of Lawrence, KS April 11, 2007
I also purchased the Kenmore HE3 washer -- spending ALOT of money, thinking it would be better. Also purchased the extended warranty. As stated... you wait AT LEAST a week to get somebody there - they don't know what they are doing WHEN they get there -- then you wait an additional 10 days to receive the part by UPS.... which is usually sooner, but what do they care!?!
We STUPIDLY purchased a multitude of products from Sears with the glowing extended service plan. Trust me, it is better to save the money on the service plan and invest in the repair man. You will inevitably need one, it is just a matter of when...?
Trio fridge has yet to be fixed, they did replace the microwave after 3 attempts to fix, I am using an independent repair person for the washer.... that was over 1000 and didn't even last 4 years. Eugene of Cocoa, FL November 7, 2006
New freezer shut down after 2 1/2 months, (I have a 5 year service plan). It took 2 days for a tech to be scheduled. He had to order parts. It took 10 days for the part to come in. Freezer was repaired but someone had to be home during an 8-hour window to so. Two weeks later, I went on vacation for a week. Some time during that week, the freezer quit again.
WHAT A MESS. I drove to my local Sears store. There was no manager available so the manager of the tool department put me in contact with One Source All I wanted was my money back and be reimbursed for the lost food. I was two weeks past my 90 days. But they will allow me to pick out a new freezer and a 100 store credit off of it. Plus they will send me a 100 store gift card. I also got permission from One Source to dispose of the food. They will send me the balance of the covered food allowance.
I found out the hard way, I was lied to about the food. No service tech, no money. I had picked out a new freezer, called One Source and gave them the model number, which was on sale. Wrong, it was the other model similar to it. Ok, send me the sale model and credit my credit card. I was sent the more expensive model, signed the receipt for the on sale model, (did not check the tag on the freezer, which turned out to be the expensive one) then received in the mail a charge for the more expensive one. (Sounds like bait and switch to me.)
There is a department for every little part in this process. The people for the most part talked like they did not care. Final results, no food money, charge stays on my credit card, and they have already done all they intend to do for me. Now, after 40 years of spending thousands of dollars at Sears, I have only one comment... GOODBYE Sears!!!!
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If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.
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