GOT A SEARS QUESTION?
Company answers questions from Star readers worried about gift cards, warranties and more,
Many Sears Canada customers have questions about the bankruptcy and I have answers from Sears Canada spokesperson Vince Power.
But before I get to them, I have to tell you that calling Sears can leave you even more confused.
David House did a kitchen renovation last fall and bought new appliances from Sears. He paid $1,300 for extended warranties that offered money-back coupons if no claims were made.
On hearing that Sears was closing all its stores in January, he called the 800 number in his warranty package. He was told not to worry.
“Our warranties would be honoured and we would receive coupons, but they would have to be used for online purchases. Only the stores were closing and the online business was still in place,” a Sears rep advised him on Oct. 15.
Wrong, wrong, wrong. The goodbye message at Sears Canada’s website says the “protection agreements” (or warranties) will not be honoured and online shopping is no longer available.
If you received a coupon for not making claims under your warranty and didn’t use it yet, you’re out of luck.
“Coupons have not been accepted since we entered the liquidation phase as of Oct. 19,” says Sears Canada spokesperson Vince Power.
Here are more questions from readers and Sears’ responses.
George Zador: What if you own a Kenmore vacuum cleaner or humidifier, plus any appliance that requires custom filters or evaporator pads? If these “disposable” items can’t be had, you will have to discard perfectly operating appliances. Power: The manufacturer of Kenmore vacuum cleaners cannot ship bags to customers’ homes. You will have to buy generic vacuum cleaner bags and other accessories at stores such as Home Depot and Dollarama.
Andy Garbas: I have a Kenmore dishwasher that is under recall for a safety issue related to fire. Is Sears still obligated to handle the recall? Power: You can find a list of recalls at Health Canada’s website. If you search for dishwashers, you’ll see that the Kenmore products are made by BHS Home Appliances Corp. in Irvine, Calif. You have to contact the manufacturer directly.
Sid Nightingale: My Kenmore dishwasher is under recall, but I couldn’t call to set up a repair appointment. The numbers provided didn’t work. It was very frustrating. Power: Sears contacted BSH Home Appliances on Nightingale’s behalf. He later received an apologetic email, saying BSH was training more phone representatives and he’d hear from customer service shortly.
Serge Parenteau: I bought a heat pump from Sears in 2012. My contract says I’m covered for 10 years, parts and labour. I need repairs, but I was turned away. This isn’t a $50 blender, but a $5,000 unit. Power: There is no immediate recourse, unfortunately. Parenteau will have to arrange for his own repair at his own cost. He can file a claim as an unsecured creditor once the process is established.
Diana Kalinowski: The $75 gift card I bought last Christmas has been cancelled. Aren’t gift cards considered cash? The stores are still operating, so it’s unclear to me why Sears has jumped the gun on this. Power: We accept all gift cards in stores during the liquidation sales, as well as Sears Club points. We asked Kalinowski to send a photo of her gift card showing the number and arranged for her to use it at the store of her choice.
Bonnie Ashcroft: What about the long distance phone call plan with SearsConnect. We’ve had it for years. Will it stay in business? Power: Yes. Sears Connect long distance, mobile and internet plans, powered by Yak, will operate as they did before. We plan to post a list of manufacturers for Sears-branded merchandise and services, such as travel and insurance, on our website shortly.
In my column last week, I advised those who have paid for, or are still paying for, Sears warranty protection that will not be delivered in the future to contact their credit card issuers.
Here are official replies from the two major card brands. Lauren Mostowyk, MasterCard Can- ada: Cardholders should contact the bank that issued their card about their concern. The issuer would review the claim and determine if the supporting documents confirm the service — in this case, the warranty — wasn’t provided as purchased.
After that, they could receive the reimbursement.
The chargeback would cover the amount of the warranty purchase that was not received by the cardholder. (It would not involve any promise of the retailer’s reward points, rebates or instore credits.) Visa Canada: Cardholders have protection for services not rendered. They should reach out first to the merchant. If unsuccessful, they should directly reach out to their Visa card issuer to discuss the matter. Ellen Roseman’s column appears in Smart Money. You can reach her at eroseman@thestar.ca.