Special Thanks to Wearever for their awesome customer service. This is my second warranty claim on the pots and pans that I purchased 12 years ago before Evan and I moved in together. They sent me this Stainless Steel Set that is AWESOME and so nicely made. I hope it lasts! When I called I was told they could ONLY replace it with an identical set, but when I sent in the defective set I included a letter explaining that this was my second warranty claim for the same teflon flaking issue and that I wanted to request a stainless steel set for replacement so that I wouldn't keep having the same issue. They listened and I couldn't be happier! I used the skillet and the colander and spoon today while cooking the ground beef for my chili, and I adore them!
I like to save things here for documentation purposes :) They never get lost. And also the experience I have can serve as a review for their customer service and warranty.
WearEver® Warranty Assistance
2199 Eden Rd
Millville, NJ 08332
I am enclosing a set of non-stick cookware for return under warranty. The Teflon has begun to badly flake with normal use. We do not use metal utensils.
This is our second set of non-stick Wearever Cookware. The first set did a similar thing, but after a much longer span of time, and it held a lifetime warranty and was returned. It was replaced with the set enclosed.
When requesting a replacement, I am wondering if you would consider a replacement with a Stainless Steel cookware set, so that I do not have to continue dealing with the telfon flaking. This would make me a very happy customer, because sending the cookware back every few years isn’t the most convenient and I anticipate this will continue to happen with the non-stick cookware.
I also own a set of Pampered Chef Professional non-stick cookware, which is 7 years old, and have never had flaking under the same conditions of use. Please advise. Thank you for your time.
Well, here goes. Last year in March my husband purchased a Samsung Flat Screen TV. He also purchased a Sound Bar Surround System by Samsung, and we purchased a Samsung Bottom Freezer French Door Refrigerator. MAJOR Purchases. This year we purchased a Samsung Electric Convection (Flat Top Glass) Range.
And very soon after, we ran into our first warranty claim with Samsung. The first Three Samsung Appliances (TV, Surround, and Fridge) were purchased at Sears. The Range we purchased at a local dealer, because of our previous issues with Sears service and their warranties. We no longer purchase extended warranties from Sears because of the difficulty that we had with our dishwasher, which ended up being replaced as a lemon. Eventually. Most of you know all about that story.... and it's here if you want to read it.
I was sitting watching Masterpiece Theater one Sunday night, and Evan came home, and said "What's that on the TV Screen?" and I said, you know, that little red line? I noticed it but thought it was just something on PBS. He looked at it and was immediately concerned, he thought it looked like a dead pixel. The problem began to "spread" as the line widened a tiny bit and started to run down the screen, like blood.
I called Sears and was told the television was TWO DAYS out of warranty. Yes. Seriously. TWO DAYS. When I started to press the issue, I was repeatedly transferred, and when I said that it was TWO DAYS after the date of purchase, but not two years after the date the TV Was shipped to the store and picked up, they then started to look into that, taking their time.
In the meantime, I called Samsung and was immediately told that the television was in fact still under warranty. They told me that an authorized repairperson would be calling us to setup a service call. I was assigned a service ticket, #4008058931. Within One Day we had a phone call from United Electronics, a small, one-person repair shop Authorized by Samsung. He came out within about a day, and looked at the TV. Immediately he was stumped. There was no damage whatsoever to the outer shell of the TV, the frame, or the screen. NONE. (which we already knew. Nothing had happened to the TV. I don't even DUST the TV, only Evan touches it, and the issue was right at eye level when you are standing in front of the TV, in the upper left area.) He took the television apart. He couldn't find what was causing the problem. He said that he would be contacting Samsung and someone would get back to us. He called back and said that he needed to take photos of the screen issue. Again, he came to the house (one week from the last time, on a Tuesday, which meant again that I wasn't home) and took photos of the TV.
The first time that he came, Evan said that he was a nice enough guy, but didn't really seem qualified to be repairing the TV. When he left that first time, he left TWO SCREWS out of the TV and Evan couldn't see where they came from. Likely somewhere inside the TV. Evan moved them to the top of our Office Armoire and when he returned the second time, he gave the man the screws and asked him to put them back, which he did NOT do. Two screws are still out of the television.
Evan was also very concerned and appalled with the way the man pushed on the Television screen. Evan said he was tapping and pounding on the screen, and pushing on it very strongly. Evan was very concerned because he wouldn't even let me DUST the TV, let alone have someone push on it. He couldn't believe that they would be that rough with something that we had thought was so delicate.
The Television shows NO issues when it is off. You can only see the pixelation when the TV is on. In fact, I just took photos of that too. Smooth as glass. Not a scratch, ding, mark, etc. And now our concern is that with all the pushing and pressing and tapping on the screen, and with having the TV taken apart AND having screws not replaced, we might have more issues than if we had never filed the claim.
The repairman called back and left me a voicemail. He told us that Samsung was not going to honor the warranty on the TV, for repair or replacement, and that the repair ticket was being closed. He said that Samsung said the damage was caused by an external force or damage to the screen of the TV. We KNOW this is not true, we never have had anything hit or touch the TV, and the repairman was the hardest on the Television that we have ever witnessed. We also know there is no scratch, knick, dent, or mark on the Television, and the repairman said the same thing himself. He told Evan that if the TV had been hit, the screen would had to have been cracked or damaged on the outside in order to cause that much damage on the inside. In the voicemail, the repairman told me that if I had questions to call Samsung Directly.
Tonight I took some photographs of the TV. It isn't easy to do because you get these strange "lines" when you photograph a television. But I assume that my photos are probably better than the repairman's, simply because I have a D3000 and he had a cheap Kodak Easy Share.
I intend to call Samsung and ask WHO made the determination, and pursue the issue further. This is very disappointing. Evan and I thought we had found a brand that we could count on, purchased FOUR appliances from them, and now with our first warranty claim, it is denied.
Stay Tuned....
We have uploaded pictures of the television, that we personally took after Samsung denied our warranty claim. You can see the interior issue that makes the pink/red on the screen when the TV is on. There is no evidence of anything wrong anywhere on the outside of the TV. it is immaculate. I took a photo of the TV off also. we are absolutely unsure of where the alleged "damage" is. The red line is located exactly 5 feet off the ground, out of the reach of anyone under 30 in this house. There are no scratches, no breakage, and no imperfections anywhere. The repairman told us that there is no damage to the TV itself anywhere, and that if the line was caused by "damage" the screen would have had to have been hit hard enough to crack the glass, which obviously did not happen. Our photos are here:
UPDATE- Called Samsung Tonight (Monday April 11th, 2011. ) Ticket is being reopened and now handled by their Executive Customer Relations Department, someone from that department will be calling me tomorrow. New Ticket Number is #4008130514 - I also told the rep about the repairman tapping and pounding on the screen. Also about leaving the screws out. - Spoke with Claude in Customer Service.
UPDATE2- called Samsung again tonight (Tuesday April 12th at 9:30pm) as NO ONE from any Samsung Department called me today. I had left a voicemail with the initial customer service rep who opened my ticket, and no call back and no action on the ticket. I also had spoke to Claude who escalated the claim and reopened the new ticket, as above. The new customer service rep read the ticket and said it has been forwarded to that department and that the Samsung Executive Customer Service Department is now conversing with the "Authorized Repair Center" (the guy who pounded on the screen) to see what he has to say. Nothing like ignoring the customer. I told them I will wait for a call tomorrrow. She said "Probably wait till at least Thursday"
UPDATE: called Samsung again Tuesday April 26th because I had not heard back from them AT ALL regarding the new ticket and the Executive Customer Service Department. Of course I had to go through two people, and tell my story over AGAIN to each of them. I was finally told that they had "called me back" and I told them that I had NOT received a call back. I told them they have one telephone number for me and I have voicemail and received no message. They told me they left me a voicemail. LIE! I was told that again the TV had been determined as physical damage and that the problem was not covered by warranty. I told them AGAIN that I wanted to know WHO made that determination and that I want to speak with THAT PERSON and I want to know exactly where this physical damage is to the TV. I was finally told that they would "see if there was a supervisor available to speak with me." (this was about 15 minutes into the call.) At about 20 minutes into the call, she was still trying to locate a supervisor. at 10am. On a Tuesday. I was eventually transferred to Shauna who is a supervisor in the Executive Customer Relations area. Shauna told me that their technicians determined the TV to be physical damage. I calmly (proud of myself) explained that we KNOW the television is not damaged and we are positive that it is immaculate. I explained that I want to speak to someone who made this determination and I want them to show me the physical damage that they see in the photographs, because we see none and know the TV has been kept safe and high in the air. She told me that there is "no phone number or extension" for the technicians and they just can not be spoken to. (the great and powerful oz! *insert image of small balding man behind a large cubical here*)
So I asked Shauna what a person like me was to do next. What is my next step. She said that while she cannot override the decision made by the technicians, she can accept additional photos (which I have taken) and forward them to the technicians for review and they can look their decision over again. She said that I could then appeal the decision at a higher level, such as sending a letter to the corporate office. She then gave me email and mailing addresses to both. I will begin by sending Shauna an email with the photos and a description of the problem.
Email address to send to Shauna- snaecr_ag52@sea.samsung.com 1-800-522-7341 option 7 extension 85158
Corporate Mailing Address:
Samsung Electronics America 85 Challenger Road 7th Floor Ridgefield Park, NJ 07660 Attn: David Choi
email: officeofpresident@SEA.Samsung.com
Let's see if this gets us anywhere. If they can show me the physical damage to the TV, I would understand. But there just isn't any.
I also went ahead and filed a complaint with the BBB, and the BBB of New Jersey will be handling the complaint.
BBB of New Jersey (Trenton, NJ) 1700 Whitehorse Hamilton Sq. Rd St D-5 Trenton, NJ08690-3596 Phone: (609)588-0808 Fax: (609)588-0546 Email:info@trenton.bbb.org Web: http://www.trenton.bbb.org
UPDATE: on Wednesday, April 27, 2011 I received an email from the Better Business Bureau regarding my complaint, notifying me that my information had been forwarded to Samsung in a formal complaint
From the BBB
Complaint ID#: 80184788 Business Name: Samsung Electronics America Inc.
Thank you for contacting BBB. Your complaint was received by BBB on April 26, 2011 and has been assigned case# 80184788in our files. Please make a note of this number for future reference.
Your complaint has been applied to the following business: Samsung Electronics America Inc. 85 Challenger Rd Fl 7 Ridgefield Park, NJ 07660-2118
Your BBB team has reviewed the case and sent it to the business for their response. Please note it can take up to 30 business days to resolve a dispute.
This business has an initial deadline of May 11, 2011 to respond to your complaint. If BBB does not receive an answer by the deadline, we will send a reminder to the company. You may contact our office after May 11, 2011 to check the status of your complaint.
We encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint. To view the details of your case please go to the following website address:
This email was received at 5:23am, and at 2:22pm today (the very same afternoon) I received a voicemail from Samsung Electronics asking me to return their call to 201-373-5429 regarding me BBB Complaint, and they gave me a transaction #3000646907. We were sleeping (naptime) so while the kids were eating supper I decided to give a call back in a moment of quiet. The voicemail that I reached said simply “Your call has not been answered.” And then gave me the option to enter another extension or to leave a message. I left a message. I then also decided to call back and try the other option to see what would happen next. I couldn’t understand the woman’s name in her voicemail, it was obvious that English was not her first language, and to be honest, even if I had understood her I don’t think I could possibly have spelled it. I am not usually concerned with anyone’s ethnicity, but the language barrier might be a difficult one when it comes to something like this. Her accent was very heavy, and I had to listen to her message three times to get the numbers correct. Hopefully I called the right telephone number. When returning the call the second time, and trying 0 for an operator, I did not receive anyone, but was instead directed back to the voicemail.
Remember my dishwasher? Remember the ENTIRELY annoying and ongoing debacle with Sears, and getting them to recognize the problems that we had with the dishwasher, and getting them to honor the purchased extended warranty? Yeah. Me too.
Information UPDATE 02.18.2010: Had Dishwasher Issues and called 8004myhome on February 18, 2011
Was told that the dishwasher was out of warranty. Was transferred to Warranty department who told me the same thing. Luckily I kept my documentation (above) and knew that I had purchased an extended warranty that expired on August 7th, 2011. They had no record of that purchase (WTF?!) and I had to dig to find my salescheck # (my original receipt from 2008!) which I luckily had and was able to quote to them and prove that I have warranty. The dishwasher was replaced in January of 2010. And is covered until August 7th, 2011. Then I was transferred back to the department who can schedule a repair appointment. I was also promised that this would be fixed in the computer and also I would be emailed my agreement information as proof for future transactions.
Well, the Fur Real Kitty Debacle. It all started when Ardyn and Marek had money from Christmas. That is awesome because everything goes on sale after Christmas. Marek got a cool Elmo Plane that he is totally attached to. Ardyn wanted a pillow pet, which I refused to buy because the price is ridiculously overinflated. I continued around the store with her, Unicorn Pillow Pet tightly clenched in her fists, trying to find something that would be a better use of her money and that she would go for without a serious meltdown. We were in the Littlest Pet Shop Aisle and of course nothing there was trumping pillow pet. Then she saw the Fur Real Kitty, which she had been eyeing for MONTHS, and she said she wanted it and wanted to put the pillow pet back. Well, of course the Fur Real Kitty is twice the cost of a pillow pet, but it actually does so much that I didn't really feel badly about that. It was her money after all :) And she always complains about wanting a real cat....
It had been $49 (yikes!) and it was down to $44... which was great. We eventually decided to get "Lulu my Fur Real Kitty" and she was so excited. We bought the product replacement plan for $3 at Wal-Mart, which covers a replacement for 1 year after the manufacturer's warranty expires. We got her home, took her out, and Ardyn was thrilled. We never could get it to roll over? But she went to bed that night as the happiest kid. The cat slept right next to her (and meowed all night, might I add) and in the morning, it wouldn't work at all. She never dropped it, it never was injured or mistreated. She was very delicate with it (because it was a real cat!)
So the first thing we did was replace the batteries. We used brand new Rayovac C Batteries. We use Rayovac in everything at our house, we have a big battery storage station and we buy the big clear plastic packs at Menard's and keep it stocked. The cat didn't respond. I took the batteries out and put them back in. Nothing. I took them out and tested them. They were good. I tested the original batteries. Also good. I tried another set of C batteries and no matter what we did, Kitty did not respond at all. The problem we had was that no Wal-Mart store in our area carried the kitty. They had lowered the price to get rid of them, as they were a special Christmas Item and not something they were going to carry again. Ardyn was adamant that she wanted the all white kitty, and we checked Peru, Princeton, and Kewanee Wal-Mart and they were all sold out. Most were sold out of all kitties, not just white ones.
So, we called Hasbro. It had only lasted 12 hours, certainly it would be in their best interest to help us replace the toy (It did cost $44!) The woman on the phone was less than thrilled to be talking to me. She first asked me how old the child was that was playing with the toy. (uh-oh, was she trying to determine if Ardyn was just destructive?) and then she asked me the following question, which made my blood BOIL. "Did you replace the batteries with Duracell or Energizer?"
Seriously? Now it matters which brand of batteries I use? Because that affects the Kitty? I calmly told her that I replaced them with Rayovac Batteries, because that is the brand that we use in our home. Instantly her tone changed. "Well, you need to try Energizer or Duracell." As in she was writing off the problem and dismissing me because I needed to change brands of batteries before they would diagnose the problem. I asked if she was trying to tell me that her product wouldn't work with any other brand of battery? She said that they recommend Energizer or Duracell for their products, and that anything else should be replaced with one of those brands before the product is returned. Here's the Kicker. I said "If you are so adamant about Energizer or Duracell in your products, why did you sell the Kitty with knock-off generic batteries in it?" Yeah. Silence. Stuttering. Why in the world would you not stand behind your own product, 12 hours after it's purchase, based on the brand of batteries that I was using? Let alone when the batteries you gave me (which are still good) are knockoffs that I have never heard of. Maybe those knockoffs are made for Hasbro by Duracell or Energizer, I don't know, but still. This is the most ridiculous thing. She then went on to tell me that I need to put those batteries in before sending it back, because It can take 6-8 weeks for them to analyze the product and send a replacement if warranted. Okay. I could take it back to the store in 10 minutes and have my money back, and IF they had replacements, they would be able to exchange and replace the Cat. I told her No Thank You for her help and we looked for more options.
At the suggestion of a Wal-Mart employee (who was more helpful then the product manufacturer) we returned the product for a full refund (including the product replacement plan) at the store... and then ordered it from Wal-Mart online for just $35 with free site-to-store shipping. Of course the very NEXT day we saw the white one at Target for $29.99! Oh well. LOL. We are awaiting the arrival of our replacement kitty. With no help from Hasbro.
Sears Holding Attn: Appliance Complaint Center 3333 Beverly Rd. Hoffman Estates, IL 60179
I am writing regarding our Kenmore UltraWash Dishwasher, model # 665-13889
It was purchased for $637.49 on August 3rd, 2008 and we also purchased an extended service agreement for $129.99 that expires on August 7th, 2011. This came to a grand total of $812.10
We had problems with this dishwasher from the day it was received. The dishwasher never seemed to get dishes “clean” and we had lots of issues with cycles not completing. This is designed as a high efficiency dishwasher with many different cycles, but we were unable to get dishes clean unless we used the pots and pans cycle at all times. This was frustrating, but I thought perhaps with all these new features and the sensor technology it was a learning curve that we needed to get past. My husband and I jokingly referred to it as a “lemon” from the start. Eventually the dishwasher started performing only intermittently, and some pots and pans cycles would take HOURS with clean dishes as a result, and times the same cycle would last only 20 minutes and then the dishwasher would say the dishes were clean, but of course they were not. The sanitize and heat dry functions stopped working also. It was then that I called sears and spoke to a troubleshooting technician who agreed there was something really wrong. A technician was scheduled to be sent to my house.
The technician arrived on October 5th, 2009. He agreed that the dishwasher was not functioning properly and noted that the water was not moving through the dishwasher as it should, if at all. He ordered several parts for replacement, and scheduled a return visit for one week, on October 12th, 2009. There were 5 parts ordered to be replaced on this second visit, including the spray arm, the pump, the heater, and the filter. The technician had some issues with the installation, and stated that he had recently had the same issue with another identical part. The new spray arm was broken in the process of installation and the dishwasher was left completely non-functional. The water was turned off by the technician as a precaution to it being accidentally turned on. The technician was personable and thorough, and told me that two new parts would be arriving, and to call and schedule the repair appointment when they arrived, and then he would bring a second technician out with him because it would take TWO technicians to repair the dishwasher and install that part. So, before the repair appointment, the dishwasher was limping along, not working reliably, but working occasionally. After the appointment, the dishwasher was left completely non-functional.
Right before the parts arrived, I called to check on the expected arrival of the parts and also to make the repair appointment. I was told that because the repair required two technicians, AND because my area is only serviced on Mondays and Wednesdays, it would be almost two full weeks before there could be another appointment made (October 26th, 2009). At this time I was very upset, and asked for alternatives. My call was escalated at my insistence and I was told there were simply no sooner service dates available to me. My husband agreed that this was an unacceptable amount of time to wait.He called Sears and spent FIVE HOURS on the phone with various departments. He was repeatedly transferred and told there was nothing that could be done. He was told by TWO people that we would be called back, the latter person told him that they would find us a sooner appointment and call us with the date and time. This did not happen. Our parts arrived on October 15th, 2009 but we still had to wait for eleven more days for a service technician to replace them.
Today, October 26, 2009, was the scheduled date for the two remaining parts to be installed by the TWO technicians. They arrived and began the installation. They discovered when opening the replacement spray arm that although the CORRECT Spray arm had been ordered, an incorrect spray arm had been shipped. They were unable to replace the spray arm. They put the broken spray arm on the dishwasher, and told me that it would likely be partially functional, although not repaired. I was told and shown that the spray arm we had was missing two of the four plastic tabs that hold it to the dishwasher floor. They stated that the spray arm may come off because there are only two tabs, and that if the spray arm came off, I would be able to reattach it myself and then use it until it came off again, at which time it would need to be reattached. A new spray arm was being ordered, but it was not clear when it would arrive, because of the issue with the incorrect part. They told me that the part had to be checked into manually because the part they sent does not match the part information for the part that was ordered.And then of course there have to be two technicians. I asked if we could schedule my next repair appointment NOW, in order to stop us from having to wait for another two weeks. They told me that the earliest they can come back is NOVEMBER 30th. Today is October 26th. That is more than ONE MONTH without a dishwasher. They did tell me that if the part came, and if it was the correct one, I could install it myself and then cancel the repair appointment. And while I appreciate that tip, we did NOT purchase a warranty and repair service agreement so that I could determine if the part was correct and install it myself.
After the technicians left this afternoon, I ran one cycle in the dishwasher (I chose the 1-hour wash), and before the cycle was complete, the spray arm had already dislodged itself. When trying to reattach it, I saw that there is now only one plastic tab out of four still attached... and the lower spin arm will not stay attached or function at all. Replacing the spray arm after each cycle (assuming that it even lasts the cycle) is not an appropriate “solution” for our issue. At this point the spray arm cannot even be replaced anymore as it is permanently damaged.
While the technicians have been personable, polite, and I believe knowledgeable, the phone service that we have been offered has been less than acceptable. Very rarely were we given any information and VERY rarely did someone at Sears take it on as their own issue and attempt to resolve or improve our issue, even with our insistence that we were being treated unfairly.
At this point, I would like to mention that we almost entirely Kenmore appliances, including a Refrigerator, Microwave, Dishwasher, High Efficiency Front-loading clothes dryer, High capacity Washing machine, Upright Deep Freezer, Water Softener, and Sewing Machine. We also purchased a $500+ Nikon DSLR camera at Sears, and purchase many of our electronics, clothing for ourselves and our 2 children, and many houseware items at Sears. We own Craftsman hand and power tools and a Craftsman Riding lawn mower. We also have purchased prescription eyeglasses and more than $400 in portraits from your Sears Portrait Studios. My husband was a Sears employee and salesman at our local Sears store until it closed several years ago. When we call Sears, we are greeted and thanked for being premiere customers. But at this point we would be better treated at a small town appliance store, and that is where we are planning on taking our business if this problem is not resolved in a prompt and agreeable manner.
At this time, I am being told (by a Sears employee named “Mack”, extension 15640, telephone 800-927-7836) that because the parts to repair this dishwasher are still “available”, we do not qualify for your “no lemon” guarantee under our protection agreement.Mack told me that the technicians have escalated the situation and a decision will be made by this Friday (October 30th, 4 days from today) whether or not the parts will be available in a week, or if they may perhaps pursue a replacement dishwasher.
My argument at this time is that Sears has spent HUNDREDS of dollars in parts alone, in order to “repair” this dishwasher. There have been three service calls (labor and mileage expenses) and one of those service calls included two technicians, arriving in TWO Separate vans. There is still more parts to be ordered and at least one more service call, involving two technicians, that will need to happen to repair this dishwasher. The receipt I am holding in my hand, for TODAY’s visit, states that parts came to a total of $506.93 (heater, sensor, diverter, filter, spray arm, pump and motor), and labor for today’s visit totaled $135. This leads me to believe that Sears has spent more than $640 of their money, and more than THREE WEEKS of my time, to give me a dishwasher that is still not functioning although it is still covered by a repair agreement that we PURCHASED with the understanding that our appliance would be functioning. This is MORE than the initial cost of the dishwasher itself. How does this not warrant replacing the dishwasher? And why do we have to wait ANOTHER 4 days before the decision can be made?
We have two small children, 25 months and 6 months old, and we rely heavily on this dishwasher for both DAILY wash cycles and sanitizing breast pump parts, bottles, pacifiers, and teethers. We spent extra money to have a sanitizing dishwasher for these reasons. Being without a dishwasher for the past 3 weeks has been unacceptable. Being without a functioning dishwasher until November 30th is ABSOLUTELY not acceptable. We are frustrated and disappointed that Sears is making this OUR problem, instead of theirs.
PLEASE have someone who can make a decision, contact us via telephone immediately. We would love to have more information on what decision is being made about our appliance, and why.
Thank you for your time.
Evan and Meagan Johnson “Sears Premiere Customers” of 12 years
Cc:
Sears Home Services Western Great Lakes 4260M S. 76th Street Greenfield, WI 53220
