Susan M.'s review of Sears Roebuck Company

Sears Roebuck Company

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Complaint Posted 2/28/2011
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Review 2/28/2011
We bought a new Samsung refrigerator. After testing the posted temperature with the actual inside temps (using refrigerator thermometers in various places in the fridge/freezer) we determined that the freezer was off my 10 degrees and the fridge was off by 8. We called Samsung, and it was suggested that we call Sears and replace the unit as we had just purchased it and the temp should not be off by that degree. Sears said they do not recommend testing the internal temperature of the refrigerator and that if they came out and determined that is was not something that could be fixed under warranty or that there was nothing wrong we would have to pay $75. We asked how they (the service person) would test the temperature of the freezer. They were not able to give us an answer. They said to test the fridge we needed to put the thermometer in water - which we did and eventually got a degree warmer reading - solidify the fact the fridge is not matching the posted reading. We asked if we could exchange the refrigerator. We were told by the service department that it was not up to them, but it was at the discretion of the Sears store if they would, and whether or not they would charge for delivery. So after calling Samsung with the symptoms, they diagnosed a new motherboard and are coming out to replace it, though they thought for such a new fridge (less than a week old) we should have just been able to exchange it. No one in the Sears customer care department was able to confirm how they test how cold a fridge/freezer is and they kept repeating that is would cost to come out and if they determined there was nothing wrong (again, they could not discuss how they would determine this) then they would charge $75. As this is a new fridge, I would have hoped that Sears would have stood-by their product.
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Additional Business Information
Hours   Phone   (800) 762-3049 Address   3333 Beverly Road E5-377A
Hoffman Estates, IL 60179
Website Email  
Contact   Larry Viands Other  
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