American Express is so great. Sears is so terrible!

[Leo]

I bought a 60" tv more than a year ago for around $650+. Last month, the TV started showing a red line going down the left hand side. Something has gone bad inside, maybe a dead pixel or something but I can still watch and it is bearable and sometimes you don't even notice it in some light background. Unfortunately, the manufacturer warranty from RCA is for only 1 year.

I bought the TV using my AmEx Platinum card which I'm paying for $450 a year. One of the benefits of the card is Extended Warranty for another year so I filed an online claim. The only thing that they needed is a repair estimate from an authorized technician, so I called RCA, which took me two customer service rep in order to ask which authorized repair facility is nearby. Turns out, Sears home repair service is the only one in my area, so I called Sears, and it took me few days and few calls to get an appointment. What a bad customer service experience from both RCA and Sears.

I asked Sears how much is the diagnostic fee, and they said it's $99, then I called AmEx and asked them if it's included in the claim, and they said, yes, I will get refunded for that too which is awesome.

On the day of the appointment, some contractor from another company came. Of course Sears had to hire contractors and put it under their name. The technician said the TV panel is not servicable, and then he charged me for $201. I asked why $201? He said total is $201 after he inputs the diagnostic in his computer. I was kinda hesitant to pay but I need the diagnosis form to send to AmEx, plus they said they are going to pay for it, so I was like whatever, went ahead and paid, signed the receipt, etc. I think this is mistake on my part.

AmEx only refunded me $99 not $201 because in the receipt, it says
Diagnostic Fee $99
Part Unavailable from OEM $102
Total Labor $201

I don't know why there is $102 for parts/labor because the technician only did a diagnostic. I'm not sure if I got scammed or something like that. Maybe the technician saw an opportunity since he knows AmEx is going to pay for it? Or maybe he add it to pay for himself and the $99 is for Sears? Who knows.

Anyway, AmEx is going to refund me for the whole $650+ and keep the TV. I can put it to my bed room and buy another one, for basically - free. 5 Star to AmEx. And yes, that $450 a year is so worth it. In addition to that extended warranty, they also give $200 airline credit per year.

I don't know if I can do something about that $102, plus Sears customer service sucks. 1 star to Sears.

So good news, I'm getting refunded for the full amount of the TV plus the $99 diagnostic fee.
Bad news, I got ripped off by Sears for $102.
Not sure If I can do something about it?

[GoodSteward]

That sounds like the tech himself added that on. I wouldn't have paid for that unless he could prove it was necessary for the work he did(which it sounds like a big fat NO). That sounds more like they were not getting paid for it since it couldn't be serviced, so they charged you that fee to make up for the loss. I assume Sears pulls some of the Diag fee since it is technically through them. Either way, that does not sound right.

I'm glad Amex helped you out there!

[DaveInPgh]

I would fight it. Dispute the total charge if you have to until it gets worked out.

And don't hesitate because Sears is circling the toilet bowl.

[GoodSteward]

I would fight it. Dispute the total charge if you have to until it gets worked out.

And don't hesitate because Sears is circling the toilet bowl.

Like a large turd that won't flush. My local one is fixing to upgrade to a "premium" store. I don't think they are going away...keep flushing...

[DaveInPgh]

Like a large turd that won't flush. My local one is fixing to upgrade to a "premium" store. I don't think they are going away...keep flushing...

I recently read an article about all of the negative chatter on the internet from Sears & Kmart employees. One comment involved not having the money to fix a leaky roof. Another comment was about a teenager promoted to manager because most of the older experienced workers jumped ship. A lot of criticism for their rewards program.

I used to love shopping at bot of those stores not avoid them at all cost. The number one reason is because they never have enough cashiers.

[QuarterMillionMan]

Leo as an aside have you tried the Centurion lounges in the airports? You are entitled free access with the platinum card. I don't have one, wish I did though.

[Leo]

Leo as an aside have you tried the Centurion lounges in the airports? You are entitled free access with the platinum card. I don't have one, wish I did though.

I never tried it. I know the platinum gets free access but I haven't been traveling lately. I'm pretty sure it's okay but I will definitely share when I experienced it.

On Topic: Btw, I called Sears, talked to a customer rep and he filed a note and told me someone from a customer solution will email me regarding my charge dispute soon. Hopefully they will refund me for that part/labor that didn't not happened.

[Outdoorsygal]

Sears Stores are individually owned so you can get varying experiences at each one

[GoodSteward]

Sears Stores are individually owned so you can get varying experiences at each one

I used to work at one, and it was privately owned. The mall stores are not to my knowledge. I thought I remember hearing some buy the local stores from the company as well. I could be wrong though, it's been over a decade since I worked there.

[HundredK]

AmEx is amazing. I use their card for everything I can. I bought a $2k item earlier in the year, and then returned it, but the store never issued the refund. One phone call to amex, and there was a credit to my account immediately. Some two months later, amex actually was able to resolve it with the store, but I'm so glad they had to deal with that and not me.

They also have excellent car insurance, by the way. There's a thing you can sign up for and pay something like $20 per rental (for the whole length of the rental, not per day) and if you get in an accident, they act as your primary coverage. We unfortunately did get in an accident (rear-ended in a no-fault state), and never had to do anything. AmEx dealt with it all. Not a penny out of pocket.

[creditcardfree]

On Topic: Btw, I called Sears, talked to a customer rep and he filed a note and told me someone from a customer solution will email me regarding my charge dispute soon. Hopefully they will refund me for that part/labor that didn't not happened.

I really hope this is resolved for you. Unfortunately, I have to say I used to work for a telemarketing that handled calls for Sears. We took them primarily for repair services. Take customer data for appropriate service and hit send. Tell customer they will get a return call. I'm sure some customers get a call back, but you have no idea how many calls I would take from people who didn't get a call to schedule their repair. I was just taking a glorified message. We had no other phone number to provide. I hated taking those calls!!

Now will only buy Land's End items at Sears, but usually I just get those online. I also despise Kmart. I'm shocked people still shop there at all.

[Outdoorsygal]

I used to work at one, and it was privately owned. The mall stores are not to my knowledge. I thought I remember hearing some buy the local stores from the company as well. I could be wrong though, it's been over a decade since I worked there.

That sounds alot like Jimboys Tacos.

[Leo]

After maybe 6 phone calls and 4 emails last week, I was able to get my refund.