Sears, Roebuck and Company (Sears.com) Complaint

Sears customer service - Sears extended service agreement

warrenyates's Picture Reviewed by warrenyates
Complaint 		 0

I have had most of my Appliances covered by Sears extended warranty service for 8 or more years. I had all of them receive their annual maintenance on Friday, July 3, 2009. The technician for the washer arrived 4 hours later than the window promised and was in a big hurry. He took the washer apart, replaced a lid switch for some reason which does not seem to me to relate to the minor problem we reported. As he walked to his truck to leave I caught him to report the lid would not close. He twisted the lid as far as he could bending it considerably instead of adjusting the bolts that held it in place. It was even worse than before, so he took a screwdriver and pried between the cabinet and the lid resulting in a broken hinge and the enamel being chipped off in several places. He said he had to order a new hinge and rushed off. We tried to wash a load of clothes. The washer will fill and agitate for a short time, but never go into the cycle to pump the water out. The phones were closed for the three day holiday. When called, they say they have no senior technician available until Friday afternoon a week after the original call was never completed. My view is that they should have returned Monday morning to at least put the machine in working order and fix the lid later. If they want to treat their customers who have been buying appliances from them for over 50 years this way they may find themselves joining the ranks of many other companies that have gone out of business in the past year. My children and I have boycotted Chrysler and Penny's for 50 years and you may join the list if you do not act now.

Sincerely
Warren Yates
warreny@cox.net

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irvingliippsss says: (4 months ago)
 0
i love sears

Jeanne22 says: (4 months ago)
 0
To Sears Cares, you people are mean to your customers. I have been hung up on twice my husband has been hung up on once, how can that be good customer service. Your pay plan is a scam. The girl we talked to was told this was a 2 mos. deal and before we knew it you guys were calling twice a day about your lower interest rates when we reinstated the "temp" pay plan. The woman that set it up did not tell us it would effect our credit or cancel our credit card for good. She out and out lied to us. Had we known we would never, I repeat NEVER agreed to your "help". I do not know if it is Sears or Citigroup but you guy ruined our credit which I am in the process of trying to fix and then did not update our credit when we paid you off. What happened the the good old Sears we had in 1976? Times are hard for everyone yet you get bailed out. Where is the justice in that? I again will state "we will never shop at Sears nor K-mart again. I intend to tell everyone I know what a power thrill your credit department gets out of treating customers as rude as we were treated. J.

Jeanne22 says: (4 months ago)
 0
I read your e-mail and sorry to say Sears will not improve as long as citigroup or citicard is their back. Remember the above had to be bailed out and then they were thinking of buying a company jet. Does that make any sense? Citi has ruined any reputation that the old good name of Sears used to have. Take good cheer I think they will be out of business before long. Customer serve is just down right mean. J.

SearsCares says: (4 months ago)
 0
To WarrenYates,

Mr. Yates, my name is Brian and I am part of the Sears Cares escalations team and I am extremely concerned about what I have read here. Please accept my apologies on behalf of Sears that this has caused you so much frustration. There is nothing about what happened that is acceptable. We need to look into this and provide a resolution to this issue with the washer as soon as is possible. I will also be addressing the technician’s actions with their manager. 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 washer was purchased under (if different than the contact phone number) and we will call you directly. Please provide the screen name (warrenyates) for reference to this issue. I am also going to assign this to one of my case managers to send you an email regarding this issue and we do look forward to talking to you soon.

Thank you,

Brian J.
Team Manager
Sears Cares






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