Dear ssmith73:
I read your post here and would like to reach out and assist you. My name is Susan and I am part of the Sears Cares Escalations team. Please accept my apology for the frustration and inconvenience you have endured trying to cancel your part order. We would like to help you.
At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the part was originally purchased under (if different than the contact phone number) and we’ll call you directly. We look forward to hearing from you soon and helping with the issue with your part.
Thank you,
Susan R..
Social Media Moderator
Sears Social Media Support
Dear Korikla:
To Mr./Mrs Korikla:
I saw your comment here and I wanted to reach out and apologize on behalf of Sears Cares for what happened with the on-line order for tools. I do apologize for the delay in finding your comments also and I wanted to ask you to contact my team, even if this has been resolved, to allow us to check into what happened and see if we can make this right for you somehow, but especially if it has not been resolved so we can ensure this happens.
My name is Susan and I’m part of the Sears Cares Escalations team and we’d like to step in and resolve this issue for you. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the tools were originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name ( Korikla) listed on your site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R..
Senior Case Manager
Sears Social Media Support
Dear Joy V,
We came across your posting and wanted to reach out and offer assistance. We are sorry to hear about the service you have received from our team and we apologize for frustration this has caused you. We would appreciate the opportunity to assist you resolve this matter. My name is James and I work for the A&E Solutions team and we want you to know we are here for assistance. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the refrigerator is listed under and we will contact you directly. In addition please include your screen name (Joy V) in your email so we can reference to your posting.
Thank you,
James H.
A&E Cares
To fancythecat,
I'm so sorry for the mulitple issues you've recently experienced with Sears Parts and Services. It's our goal to provide our customers with the best products and services and I understand that we have failed to do this with you. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like the to know more about your experience so that we might improve our process. We would also appreciate the opportunity to show you that we do value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the lawn mower and stove were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (fancythecat) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Ronda P,
I'm sorry that your Range has failed so soon. We do appreciate your business with Sears and we would appreciate the opportunity to discuss your concerns and regain your confidence in our company. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Ronda P) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Karen S. Hannah,
I apologize for all of the issues surrounding the service you had done by Sears Carpet and Air Duct Cleaning in Lorton, Virginia. I know that Sears certified business partners are reviewed periodically and we'd appreciate the opportunity to discuss your experience further and possibly avoid the same thing happening to another valued customer like yourself. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the service was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Karen S. Hannah) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To MA Jewell,
My name is James and I am part of the Social Media Support Escalations team at Sears and I am shocked by your story. We would like to know more about your situation so that we can get you the help you deserve. It makes absolutely no sense for finance charges to be added to an account with a zero balance. Regardless of the reason why the creditor (Citibank) would do this, Sears does not want to lose you as a valued customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (MA Jewell) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Dear J.N.:
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.
My name is Susan and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the (appliance/parts) are listed under and we will contact you directly. In addition please include your screen name (J.N.) in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
A&E Solutions Team
A&E Cares
Maral Minassian,
I'm very sorry to hear that there has been some confusion regarding the coverage of your furnace. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved. At your convenience please contact our office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the furnace was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide your screen name (Maral Minassian) so we can reference your case. Again, I apologize for any trouble we have caused but we do appreciate any opportunity to help.
Thank you,
Brian H.
Social Media Moderator
Sears Social Media Support
Dear Ms. Muscari:
My name is Susan and I’m part of the Sears Cares Escalations team. I saw this comment and I wanted to reach out to you to see if we could be of assistance. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf.
At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the 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. Also, in your email, please provide the screen name (Susan Muscari) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
Dear LNA:
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.
My name is Susan and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the (dishwasher) is listed under and we will contact you directly. In addition please include your screen name (LNA) in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
A&E Solutions Team
A&E Cares
Dear ChazPhilip:
We found this post and I wanted to reach out and express our concern and our deepest apologies for this situation. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. The issue with your service was most likely because a technician was held on service appointments that took longer than expected. We can’t ask a tech to leave a job partially done in order to make the next appointment(s). We wouldn’t do that to you or any of our customers. We also can’t know how long a particular job is going to take until the technician gets to the job and diagnoses the issue. Many times it takes longer because we are not going to cut corners for the sake of time. This does cause delays on occasion, but sacrificing quality for time is simply not an option for us. Of course, this is not an excuse, just an explanation. That being said you should have been contacted and added to the next day’s route, or the first route you would be available for due to getting your service delayed. We would still like to talk with you to see how we can make this right for you and help you to get your washer repaired.
My name is Susan and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at smsupport@searshc.com so we can get this resolved for you. We can help get your washer repaired or at the very least monitor the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf. Please send an email. In the 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. Also, in your email, please provide the screen name (ChazPhilip) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
Dear Mrs. Sperling:
We are so sorry to hear about the problems that you are experiencing with new Sears washers. We can only imagine the frustration this has caused you and your family. It is certainly our goal to deliver appliances in good working order that exceed your expectations. This clearly has not been done for you and we would appreciate the opportunity to assist you.
My name is Susan and I work for the Social Media Support Team. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your scereen name (Catherine Sperling) in the email so we can reference to your case.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
Dear Mr. Harrison:
Buying this type of equipment and then not being able to use it is certainly not what we want for our customers. I'm very sorry for everything that has happened surrounding the purchase and repair of your pressure washer. My name is Susan and I am part of the Social Media Support Escalations team at Sears and we would like you to know that we do value you as a Sears customer and we'd like the opportunity to resolve this issue. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the pressure washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide your screen name, Mr. Harrison, for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
Dear Mr. Neiman:
We are sorry to hear about the problems that you are experiencing getting credit for your refrigerator and oven. We can only imagine the frustration this has caused you and your family. It is equally important to address the issues with delivery not being covered on multiple additional items. These issues have clearly not been addressed for you and we would appreciate the opportunity to assist you.
My name is Susan and I work for the Social Media Support Team. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving further issues. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Bill Neiman) in the email so we can reference to your case.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
To Sears Valued Customer,
I'm sure this was a scary experience for your mother and I'm so sorry this happened. We would like to know more about this situation and help in anyway we can. My name is James and I am part of the Social Media Support Escalations team at Sears and we appreciate you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name ( 3288386) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To JBerbs,
I'm sorry that your washer had this defect and that you are unhappy with the labor charge that resulted. We do appreciate your business with Sears. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help resolve this issue with you. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the washer and dryer were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (JBerbs) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To MMSJ,
I'm sorry you are having this problem, both with your washer and with the Sears phone representatives. We would hate to lose you as a valued customer over this issue. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help resolve this problem with your washer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing 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. Also, in your email please provide the screen name (MMSJ) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Shirleyac,
I completely understand your frustration with us after we failed to keep our commitment. We are sorry and don't want to lose you as a valued Sears customer over this issue. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help get your Maytag appliance repaired without any future inconveniences. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number your Maytag was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Shirleyac) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Brandy1971,
I'm sorry you are unhappy with the towels that you purchased on Sears.com. We'd be happy to discuss you concerns and help in anyway we can. My name is James and I am part of the Social Media Support Escalations team at Sears and we appreciate you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and we will call you directly. Also, in your email please provide the screen name (Brandy1971) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Susan2466,
I do understand your frustration with us and I want to apologize that this happened. We value you as a Sears customer and would appreciate the opportunity to resolve this and any other issue you are having with Sears. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the service order was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Susan2466) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Dear Ms. Mendoza:
My name is Susan and I’m part of the Social Media Escalations team. I saw this comment and I want to reach out to you to see if we can be of assistance. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf.
At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the 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. Also, in your email, please provide the screen name (Denise Mendoza) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
To Sears Valued Customers,
I do apologize for the issues you are having with this washer that you purchased from Sears. It is our desire at Sears for our customers to be satisfied with your product and to return to Sears for all your appliance needs. Depending on the model number and the serial number, (which indicates when it was built at the manufacturer) you appliance may be included in a recall by the manufacturer, it may be included in a "service flash" (which in most cases would include a free repair including parts by the manufacturer), or your serial number might indicate that it is not covered by any type of recall at all. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help everyone having this issue. We will be happy to assist you in qualifying your machine for either replacement (by the manufacturer unless Sears has a service agreement with you) or for free repair under a "service flash" (also offered by the manufacturer). At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the appliance was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name that you used on this website (Elite Oasis victim, rnrnch, Tornosguy, Billsappington) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Dear bocababy:
My name is Susan and I’m part of the Social Media Escalations team. I saw this comment and I want to reach out to you to see if we can be of assistance. I'm very sorry that you are having problems getting credited by CitiBank for your Sears Outlet purchase. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue or at the very least monitoring the progress of the current resolution. We need to make sure that everything that can be done is being done on your behalf.
At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the Sears Outlet item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (bocababy) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
Dear Orvis Haney:
My name is Susan and I’m part of the Social Media Escalations team. I saw this comment and I want to reach out to you to see if we can be of assistance. I am very sorry that you have had or are currently having so many problems with your refrigerator. We value your business very much and want to help you resolve the issues you are having. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please send an email to smsupport@searshc.com with your contact phone number and any other information you would like to provide to us regarding this situation. We will get that information over to a Case Manager who will contact you so that you won't have to continue to be impacted by this. Also, please provide the screen name (Orvis Haney) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
