When a consumer buys a prepaid repair service, they expect a hassle-free experience. But, when a repair service fails to deliver on its promise, the consumer is left to navigate a complex web of refund policies and dispute processes. Sears’ Refund Policy in Question
Q: I recently contacted Sears to repair my dishwasher. A technician diagnosed the problem and ordered a new part. I prepaid $506 for the repair, which included a new part for my dishwasher. Sears sent me the new part. In the meantime, I decided I wanted to buy a new dishwasher, so I canceled the technician visit and made arrangements to return the part. A Sears representative promised a refund in writing. But after a month, I haven’t received the money. In the meantime, I have also opened a dispute with Barclays Bank to enlist their help. Can you help me get a refund? — John Bartolotta, Wantagh, NY
A: Sears should have refunded you for the repair promptly, as promised. And the thing is, you have Sears’ promise in writing given on an online chat. There’s no denying that it would refund you $506. So what was the holdup? Well, one possibility is that credit card chargeback you initiated with Barclays Bank. When a company plans to refund you and you place the amount in dispute, it can freeze the refund until you resolve the dispute. And that can extend the wait. As I’ve noted in the past, a credit card dispute is a nuclear option for consumer disputes. Use them carefully. In your case, I think you might have waited before contacting Barclays.
- Another factor was the complexity of your case. It involved a visit by a technician, a scheduled visit by a technician, a spare part sent to your home and a spare part returned to Sears.
- The complexity of your case is a common issue in consumer disputes. Companies often struggle to keep track of the various components involved in a repair.
I could see the representatives struggling to make sense of the case in the online chat transcript. And by the way, nice job of keeping a paper trail. If you have to do a credit card chargeback, having a refund promised in writing is a slam-dunk. The credit card dispute department will often view that as a credit memo and side with you in the dispute. Example of a Successful Refund
A customer contacted a retailer after purchasing a prepaid repair service, only to realize they needed to buy a new appliance instead. They canceled the repair service and requested a refund. The retailer agreed to provide a refund and even offered a store credit. This example highlights the importance of clear communication and customer service.
“I’m in the process of refunding him,” a Sears representative told me. “He might have to send a copy of his dispute showing that the charge was placed back on his account but I am seeing if we can refund without that.”
You received a full refund for the $506 you prepaid for your dishwasher repair. Key Takeaways
* Sears should have refunded you for the repair promptly, as promised. * The complexity of your case was a contributing factor to the delay.
