I am writing to you regarding my Samsung refrigerator; model number RS2534VQ, purchased from Sears in 2006, that had stopped cooling. The temperature inside the refrigerator was 60 degrees. Upon noticing the malfunction, I promptly contacted Sears by calling (800) 4-my-home on July 15, 2010. An appointment was scheduled for repair on July 21, 2010 and Hugo, technician ID #0515544 arrived at my home on July 21, 2010 and advised we had a bad sensor. Hugo’s visit was service number 40023143. Hugo replaced the sensor and left. For his visit and the part replacement, I incurred a fee of $192.00. I paid for said service with a check.

I restocked the refrigerator, as I was unable to keep perishable food in the refrigerator during the period in which it malfunctioned. On July 24, 2010, the temperature inside the refrigerator was 60 degrees. Once again, I lost all of the food and related perishables that I had placed inside the refrigerator after the July 21, 2010 service call. I again called (800) 4-my-home and placed another request for service. Hugo again came to my home on July 28, 2010 (four days after I had requested service) and advised the replacement sensor was defective. Unfortunately, this time Hugo did not have a sensor with him to replace the faulty sensor he had installed a week prior. Hugo advised he had to order the part and it would take approximately seven (7) days for the part to arrive at my home. Hugo further advised I should call sears for an appointment once the part was delivered to my home.

The second replacement sensor arrived at my home on August 5, 2010 and I immediately contacted Sears to request the replacement service. Hugo, for the third time, came to my home on August 9, 2010 to install the new sensor. At this point, I had been without use of my refrigerator for a period of fifteen (15) days. During this time, I was subjected to the use of a “mini fridge” for a small amount of perishable items, such as milk and butter.

I restocked the refrigerator, as I was unable to keep perishable food in the refrigerator during the additional fifteen (15) days during which the refrigerator had malfunctioned. On August 12, 2010, the temperature inside the refrigerator was 60 degrees. Yet again, a refrigerator full of groceries was wasted. For the fourth time, I contacted (800) 4-my-home to schedule a fourth service call. After explaining, in detail, the situation regarding my malfunctioning refrigerator to the Sears representative, I asked that someone other than Hugo service my refrigerator as, quite obviously, he was not resolving the problem. The representative advised the earliest it could be serviced would be August 18, 2010, six (6) days away. I advised the representative that this was unacceptable and I wanted service performed on my refrigerator on August 14, 2010. I was informed this was not possible. I asked to speak to a manager, at which point the Sears representative argued with me for fifteen (15) minutes about the fact that she had “managerial authority” and that every representative at the call center is a manager. When I continued to request her supervisor, she placed me on hold so long that I was put back into the original call queue and assigned to a new, non-managerial representative. After repeating the problem to the new representative, I yet again was informed no managers were available and nothing could be done. I hung up and called back. When I reached the third representative I had spoken to that day, I did not bother to regurgitate my story for the third time, but instead initiated the call with, “Let me speak to a manager.” To my surprise, I was transferred to someone who claimed to be a manager. Said manager, being the fourth person I had spoken with that day, refused to schedule the repair on my refrigerator for August 14, 2010 and stated that either I make the appointment for August 17, 2010 or wait for the next available appointment which was August 25, 2010. I was forced to request off of work on August 17, 2010 so that I did not have to wait another week before my refrigerator would be serviced. As a result, I lost wages as I had only been at my current employment for two (2) weeks and had not yet accrued any paid time off.

On August 17, 2010, a technician by the name of Dave arrived at my home. He inspected the refrigerator and informed me that the part Hugo had replaced not once, but twice, was not, in fact, the problem. The problem was instead the evaporator coil and the problem was probably never the sensor because Dave had “never seen one go bad.” To my ultimate dismay, he did not have a replacement evaporator coil with him and the part needed to be ordered. Dave ordered the part and advised, as Hugo had, the part would take a week to arrive at my home and I was to call Sears when the part came in to schedule an appointment for replacement and instillation.

The replacement evaporator coil was delivered to my home on August 24, 2010 and I immediately called Sears to schedule an appointment. I was told at this time that there was a part missing from the three-part August 24, 2010 shipment and I was assured the missing part would be at my home on August 27, 2010. Therefore, I scheduled my appointment for August 28, 2010. The third, missing part never arrived but I kept my scheduled appointment for August 28, 2010. Two (2) service technicians arrived at my home on August 28, 2010. One was Fernando, technician ID #784702. The other repairman did not leave his information. When the repairmen arrived, they took the unopened box that had been delivered to my home containing two (2) of the three (3) parts needed to repair my refrigerator. Upon opening the box, one of the technicians exclaimed, “Oh my God.” Apparently, the coil placed inside the box was too big for the box. So, it was smashed into the box which resulted in kinks to the coil. Rather than the coil having curves, it had points. As the repairmen attempted to work out a way to fix the part, they determined that said coil, damaged as it was, was the wrong part for my refrigerator. Dave had ordered the wrong part. So even if all three (3) parts had arrived on time, undamaged, the replacement part was not made for my refrigerator, but, instead, was the replacement coil for the freezer.

At this time, the two technicians were also able to deduce the root of the problem and were able to explain why, for three (3) days after “repair, ” my refrigerator worked and then, subsequently, malfunctioned. Apparently, the evaporator coil would freeze. While being “repaired, ” the coil would defrost, thus allowing the refrigerator to function properly for a very short period of time, only to freeze up again after three (3) days. I was so overwrought with emotion I could not speak. I had to leave my home. My son remained in my home with the two technicians and let them know he had a surprise party planned for me as a surprise for my 50th birthday on August 29, 2010 and a temporary solution needed to be worked out. One of the technicians stayed behind and defrosted the evaporator coil as best he could in the hope that is would allow the refrigerator to function properly for three (3) days thus allowing my son to throw my surprise birthday party.

To date, the correct parts have not been delivered to my home. I have not been contacted by anyone from Sears with an anticipated delivery date. I am completely unaware of when my refrigerator will finally function properly. I have been without a functioning refrigerator for forty-seven (47) days. Tomorrow will be seven (7) weeks since I initially called Sears. I cannot convey my frustration in the wholly unsatisfactory, unprofessional and unexpected lack of response and customer service that I have received from Sears.

I need to be contacted immediately in reference to this matter. I want my refrigerator to either be repaired to its fully-functioning state or, in the alternative, replaced immediately. I demand a refund of my $192.00 paid in the faulty expectation that Hugo had repaired my refrigerator in July, 2010.