REGINA – Nicole Manz bought her treadmill from Sears two years ago, planning to train for a five kilometre run.
Within a few months, the machine broke down – so she called Sears customer service.
“They would wait two weeks before putting the call into a technician to come out,” Manz said. “He would come out, check it out, and we wouldn’t hear back from them.”
Manz said she has received the run around for more than one year, until a technician left the treadmill in several pieces.
This summer, she called Global News. After we talked to Sears, the treadmill was fully repaired in just one day.
Then another issue popped up.
“I got eight minutes into my workout and the incline wasn’t working, the speed wasn’t working properly,” said Manz.
Pages of e-mails show miscommunication between Sears and its contractors.
Get breaking National news
This week there was a partial repair, but only one of the two parts needed were actually delivered.
“The only running I’m doing is out of patience.”
Manz just wants a replacement, but consumer advocates say many retailers are unwilling to do that.
“For some reason or other, they get themselves caught in this trap of continually trying to fix, trying to put a band-aid on something,” said Mel Fruitman, vice-president of the Consumers’ Association of Canada. “Instead, (they should) take the logical decision of saying, ‘This isn’t working.’ ”
Sears told Global News that the part required for the latest repair has now arrived and the treadmill can be serviced next week.
In a statement, the company said completing the repair is still the best option.
“Our priority is customer satisfaction; if the part had not been received by now, we could have explored other options,” Sears Canada spokesperson Vincent Power said in an e-mail. “We believe that completing the repair is the best option to getting the treadmill back up and running to Ms. Manz’ satisfaction.”
“I have asked for a replacement, I have asked for it to be fixed. I can’t get any of those,” said Manz. “I just want it out of my house.”
Sears said it is willing to extend the treadmill’s parts warranty for an extra year due to the repair delays.
Though Manz did successfully complete the run she was training for – without help from the treadmill – she isn’t holding her breath for a resolution.
Comments