We went to see the manager of the Sears Appliance Department (Surrey Guildford) today. He still refused to replace our stove. We told him that we didn't want a defective range and we considered having to install a whole new controll panel a major defect and we wanted the stove replaced. The manager repeated that Sears has a "new" policy that they do not replace. . . they repair. I pointed out to him that our receipt said, "satisfaction guaranteed, or money refunded." I said that we were not satisfied, and we wanted our money back. He agreed to refund our money and we are getting a full refund from Sears in about 10 days.
We thanked him and then bought and paid for another new range, exactly the same model and price, as the original stove - right on the spot! It gets here on Wednesday.
It's all been a big pain in the ass, not to mention our bank account. Sears should have farted in their haste to replace our new range in the first place. They did "come through" for us, but only after a few days of wrangling with them.
The ironic thing about all of this is that our original salesman told us that Sears would replace the new range if there was a major problem with it, like the control panel stops working.
The moral of the story; get it in writing!
