Sears, Roebuck and Company (Sears.com) Complaint

INOP WATER SOFTENER - WATER SOFTENER

MRBOB632's Picture Reviewed by MRBOB632
Complaint 		 0

IT IS NOW OVER 2 MONTHS SINCE MY SOFTERER QUIT WORKING, EVEN THOUGH I TOLD THEN THE PROBLEM AND THE PART NUMBER NEEDED TO FIX IT THEY INSISTED THAT A REPAIR PERSON WOULD HAVE TO CHECK IT OUT AND HE ORDERED A DIFFERENT PART WHICH DID NOT REPAIR THE UNIT, ANOTHER APPOINTMENT NEEDED FOR ANOTHER REPAIR PERSON TO RECHECK THE SYSTEM. I ASKED HIM IF HE NEDED THE PART NUMBER AND AGAIN HE SAID NO THAT HE HAD ORDER THE CORRECT PART. AGAIN WRONG PART RECEIVED, AGAIN HAD TO WAIT A WEEK FOR ANOTHER REPAIR PERSON TO SHOW UP. HE GOT ON THE PHONE WITH SOMEONE AT THE REPAIR CENTER AND WHILE THEY WERE TALKING I RETRIVED MY OWNERS MANUAL AND WHEN THE TECH WROTE DOWN THE PART NUMBER NEEDED I SHOWED HIM THE SAME PART NUMBER UNDERLINED IN MY OWNERS MANUAL AND TOLD HIM I HAD TOLD THE FIRST REPAIR TECH THAT THIS IS WHAT WAS NEEDED. APPOINTMENT MADE FOR LAST MONDAY BUT REPAIR CENTER CALLED AND SAID THAT NEW APPOINTMENT WOULD BE REQUIRED TO MAKE REPAIRS.44 YEARS WASTED WITH SEARS SINCE I AM NOT ALLOWED TO TALK WITH A LIVE PERSON. AT THIS TIME I HAVE 13 KENMORE PRODUCTS, 2 CRAFTMAN LAWN MOWERS, OTHE CRAFTMAN LAWN PRODUCTS AND A LOAD OF CRAFTMAN TOOLS.I DO HAVE A LIST OF PRODUCTS I OWN IF YOU NEED IT. BY THE WAY IT ALSO TOOK OVER 2 MONTHS TO REPAIR MY DISHWASHER WHEN IT BROKE DOWN. I HAVE BEEN IT THE AUTO REPAIR BUSINESS FOR OVER 30 YEARS AND IF I TREATED MY CUSTOMERS LIKE YOU DO I WOULD HAVE BEEN FIRED AND MAYBE SUSED. BY THE WAY THIS IS THE SECOND COMPLAINT SINCE I DID NOT EVEN RECEIVE A CALL ON THE FIRST. IT IS APPARANT THAT CUSTOMER SATISFACTION IS NOT A PRIORITY WITH YOUR COMPANY, IT WAS NOT LIKE THAT IN THE PAST.

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SearsCares says: (5 months ago)
 0
To MRBOB632,

My name is Brian and I am part of the Sears Cares escalations team and I am very concerned by what I have read here. Please accept my apologies on behalf of Sears that this has caused you so much frustration. We need to look into this and provide a resolution to this issue with the water softener. At your convenience, please contact my office at searscares@searshc.com so that we can resolve this. When you have a moment, please send an email. Please provide a contact phone number and the phone number the water softener was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (MRBOB632) for reference to this issue and we do look forward to talking to you soon.

Thank you,

Brian J.
Senior Case Manager
Sears Cares






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