You would expect the freezer section of your brand new refrigerator to work perfectly, right? That was Lorra Manuel’s expectation, too. But she says that wasn’t her experience when Sears delivered a malfunctioning Kenmore Elite to her home. Now she wants Sears to take the broken appliance and replace it with a working refrigerator. But Sears and a subcontractor called Transformco are taking their time with her case. How can she persuade them to hurry up?
I recently bought a Kenmore Elite refrigerator from Sears. I purchased the Master Protection Plan, which extends the coverage on the new appliance.
On delivery, the freezer didn’t work. I called Sears, and it sent a technician, who replaced a filter and recharged the unit. But that had no effect.
Sears and the company I’m now dealing with, Transformco, have been hard to reach and not very accommodating. It turns out my refrigerator has a recall issue, and I want Sears to replace it right away.
If Sears won’t replace the refrigerator, I want a refund, and they can take this one away. Can you help me? — Lorra Manuel, Chicago