Sears Repair Center Complaint

SEARS DOES NOT CARE - kenmore dishwasher

granmadonna's Picture Reviewed by granmadonna
Complaint 		 0

On April 25, 2009 I called Sears Repair Center because the dishwasher at my mother's home was not working. My mother passed away on April 24, 2009 so I was extremely busy planning her funeral. My mother had been a customer of Sears for 60 years and has always purchased her major appliances there plus she always paid for extended warranties. The customer service rep made an appointment for April 27 between 8am and 12pm. Since I was planning my mothers burial, I made arrangements for a friend to take off work to be at the property between 8 and 12. At 12:01 pm "Gilbert" called to advise me that he was "overbooked" and would not be able to make it that day. I immediately called Sears 800 number and explained to them that I needed them to come out today. At 1:30pm Gilbert arrived, took one look at the dishwasher and said he needed to order "a soapdispenser". The problem was not the soap dispenser--the problem was it was not going through the cycles. He did not even bother to check it running the cycles! I was told that when the part came in, we could call for another appointment. The part arrived on April 30, 2009. Since I live in Washington state and my mother lives in California, my daughter-in-law made an appointment for Friday, May 8, between 8 am and 12 pm. She gave them her cell number so they could reach her directly since the phone at my mothers residence was now disconnected except for messages. At 11:50 am Gilbert left a message on my mom's telephone number that he would not be able to make it because he was "overbooked" My daughter-in-law called him, insisted that he needed to come as soon as possible. He said he could be there around 1:30 pm. At 3:45 pm Gilbert called my daughter-in-law and stated he was about 5 minutes away. She had already left the house and said she would reschedule. She called to reschedule again for Wednesday, May 13 between 8 am and 12pm. Guess what? At 12:30 pm Gilbert called (again) and stated that he would not be able to make it. Sears has now wasted 12 hours of our time. We have not heard from them in regards to this or any type of apology. I will never buy another Sears item and am making it my life goal to tell everyone I know.

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suzyhen says: (5 months ago)
 0
Sears will not be in business long with there poor customer support. Wish the Mom and Pop stores were still around here!

suzyhen says: (5 months ago)
 0
Funny sears does not stand behind their products, they do not value their price protection policy and they will not let you bad review an item on the site. sears, I am done.

SearsCares says: (5 months ago)
 0
Dear Granmadonna,
My name is Brian and I am part of the Sears Cares escalations team. First of all, on behalf of me, my team and Sears, please accept my condolences on the loss of your mother, this must be a very difficult time for you and your family. Our prayers are with you and your family. I am also very sorry to read about this issue with the dishwasher and the problems we are having in trying to get this service issue taken care of. We would like the opportunity to look at this situation and help to get this resolved. At your convenience, please contact my office at searscares@searshc.com so that we can discuss this. When you have a moment, please send an email. Please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (Granmadonna) 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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