Dear A. Culloty,
I saw your post here and I want to apologize on behalf of Sears for the difficulties that have occurred with your washer repair. I can certainly understand the frustration you must be feeling after being promised a service appointment on a certain date, only to be told we could not honor that appointment. It also seems as if you received very poor customer service once you were notified of the scheduling issue. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. We would like to speak with you regarding your experience and assist in making sure that your washer is repaired. At your convenience please contact our office via email at smsupport@searshc.com and a personal case manager will contact you directly. In the email, please provide a contact phone number, the phone number the washer was purchased under (if different than the contact phone number), and please do include your user name (A. Culloty) for reference to your issue. Again, we apologize for any inconvenience this has caused and we thank you for the opportunity to assist in whatever way we can.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
Dear Mrs. Torres:
My name is Susan and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. 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 at the Sears st0re in Cupey, Puerto Rico and we apologize for the frustration this has caused you and your family. Sears Social Media Escalations Team is 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 contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this (so we can help). In the email, please provide a contact phone number and the phone number the tractor 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 (Mrs. Torres) 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 Squirlly:
I completely understand your frustration after purchasing a refrigerator that soon began to rust and who's ice maker is not working properly. I am not sure how to adequately convey sincerity to you but you should know that we are here to help with this and any other Sears related issue you may be having or have had problems with. My name is Susan and I am part of the Social Media Support Escalations team at Sears and we would like to help. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this (so we can help). In the email, please provide a contact phone number and the phone number the refrigerator 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 (Squirrly) 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 Squirlly,
I am very sorry about the difficulties with your Craftsman Circular Saw. I can understand why you are frustrated with this product. We would like to see what we can do to make this right for you. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this (so we can help). In the email, please provide a contact phone number and the phone number the circular saw 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 (Squirlly) 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 Lynnheo:
Please accept our apologies for the problems you have encountered attempting to cancel your Garmin GPS order. I'm not sure how to adequately convey sincerity to you but you should know that we are here to help with this and any other Sears related issue you may be having or have had. My name is Susan and I am part of the Social Media Support Escalations team at Sears and we would like to help. I understand this is a third party merchant item and our agent was not able to cancel the order for you. Even though your order is with a third party merchant we would like to speak with you and make sure that everything that can be done for you is being done.
At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this (so we can help). In the email, please provide a contact phone number and the phone number the Garmin GPS 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 (Lynnheo) 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 Lynnheo:
I apologize for the frustration that your Sears.com order has caused you. We do appreciate your business with Sears and we would like to help you resolve this issue. My name is Susan and I am part of the Social Media Support Escalations team at Sears. I have researched your Sears.com order and have found your contact information within that order. I am forwarding your information over to the Sears Cares Case Management team to have them reach out and assist you with this issue. You will be receiving a call within 24 hours from a personal Case Manager to assist you with resolving this issue. Again, thank you for your patience and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
Dear H8sears:
My name is Susan and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. 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 attempting to deliver your refrigerator and we apologize for the frustration this has caused you and your family. Sears Social Media Escalations Team is 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. We will research this situation and make sure that what ever can be done for you is being done. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this (so we can help). In the email, please provide a contact phone number and the phone number the refrigerator 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 (H8sears) 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 liveinlayton:
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 (liveinlayton) 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
To Hammonde,
I came across your post and I wanted to reach out and offer my apology and our assistance in getting this situation resolved. I understand how frustrated and disappointed you are in Sears right now, as I would be if I were in your shoes. This was surely a big failure in communication on our part and you deserve much better service. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and would like to see how we can help resolve this and keep you as a valued customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the estimate was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following screen name (Hammonde) 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. Mills,
I saw your comment here and I wanted to reach out on behalf of Sears and apologize for all the trouble you have had with your air conditioner. Having your unit fail at the height of summer is frustrating enough without adding on the problems with the repairs and the poor customer service you have received. 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. Waiting so long for service is not acceptable, but the delay is usually because a technician was held on service appointment that took longer than expected. We can’t ask a tech to leave a job partially done in order to make the next appointment. We wouldn’t do that to you or any of our customers. This is not an excuse for what happened to you, merely an explanation. I can see why you would be very frustrated with the missed service times and multiple repairs that have not fixed your air conditioner. Certainly you have not received the type of service from Sears that is expected and for that I am truly sorry. My name is Laura with Sears Cares and we are a team dedicated to assisting our customers with escalated concerns such as yours. I have forwarded your information and this post to our team and you will be contacted directly by a personal case manager within 24 hours to discuss your experience. If you would like to provide any additional information you can contact our office at smsupport@searshc.com. In the email, please reference your user name (Carol Mills) so that we can access your case and please do include your contact information. Again, we apologize for all the inconvenience and we look forward to speaking with you soon.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
To Dont usually complain,
I apologize for the unexplained delay that you are experiencing with the delivery of your dryer. I'm especially concerned with the number of times we have failed to meet a scheduled delivery commitment. I completely understand your aggravation and disappointment with Sears but I want you to know that we do value your business. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. My name is James and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the delivery was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following screen name, which I've created for you (Dont usually complain) 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 cdalt,
I came across your post and I wanted to reach out and apologize for the bad experience you've really had surrounding the repair of your refrigerator. I understand how important it is to have a working refrigerator and I'm so sorry for all the inconvenience and frustration this has caused for you and your family. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (cdalt) 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 Agibass,
I'm very sorry that your freezer failed so soon and that you are unhappy with the replacement model. We do value you as a customer and would like to see how we can help with this unfortunate situation. My name is James and I’m part of the Sears Cares Escalations team and we value you as a customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the freezer 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 (Agibass) 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 BC1130,
My name is Laura with Sears Cares. I saw your post here and want to apologize for all the difficulties that have occurred with your dryer repair. Having an appliance fail is difficult enough without our technician adding to the frustration you’re already experiencing. We are a team dedicated to assisting our customers with escalated concerns such as yours and we would very much like to speak with you regarding your repair to see what might be done to rectify this situation. At your convenience, please contact our office via email at smsupport@searshc.com so that we can speak with you directly. In the email, please provide a contact phone number, the phone number the dryer is being serviced under (if different than the contact phone number), and please do include your user name (BC1130) for reference to your issue. Again, we apologize for any inconvenience and look forward to speaking with you soon.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
Dear rizon,
My name is Laura with Sears Cares. I saw your post here and I want to apologize on behalf of Sears for all problems that have occurred with your water heater repair. I can only imagine how difficult it is to be without a water heater and we have added to your frustration by not only rescheduling your appointment, but also failing to contact you in a timely manner. We are a team dedicated to assisting our customers with escalated issues such as yours and we would very much like to speak with you to see what might be done to rectify this unfortunate situation. At your convenience, please contact our office via email at smsupport@searshc.com so that we might speak with you directly. In the email, please provide a contact phone number, the phone number the water heater is being serviced under (if different than the contact phone number), and please do include your user name (rizon) for reference to your issue. Again, we apologize for any inconvenience and we look forward to speaking with you soon.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
To Alide,
I'm very sorry that you've had this frustrating experience with Sears Delivery. I understand your disappointment and I'm sorry for how this has inconvenienced you especially when considering your medical needs. My name is James and I’m part of the Sears Cares Escalations team. We value you as a customer and would appreciate the opportunity to discuss these issues with you further and restore your faith in Sears. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the delivery was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Alide) 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 DamianW,
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 James 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 repair appointment is listed under and we will contact you directly. In addition please include your screen name (DamianW) in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
A&E Solutions Team
A&E Cares
To desjef10,
I'm sorry that the return of your appliance has turned into such a difficult issue. My name is James and I’m part of the Sears Cares Escalations team. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide 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 your screen name (desjef10) 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 chrisnick24,
I'm sorry to hear that you are having this issue with your refrigerator. Although your model/serial number does not show up on a manufacturer recall list, there is a possibility that it could have a "service flash" meaning the parts and repair would be covered. This is only a possibility but we would be happy to assist you in finding out. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and would like to help with this unfortunate situation. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the refrigerator 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 (chrisnick24) 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 j. punzone,
I apologize for the issues that you are having with your new Kenmore wall oven. I can understand your frustration being told that the condensation is part of the design of the oven. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the oven is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (j. punzone) 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 briangill,
I apologize for all of the issues that you have had with your washer. I understand your aggravation with the many service calls that you've had to have over the past couple of years. The fact that you machine has caused water damage to your basement six times is very concerning and I understand your concern that this causes especially having a sick child at home. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and we would like to help make sure that all appropriate measures are taken to assure that you don't continue to have these issues in the future. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the washer is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (briangill) 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. Gingerich,
Regarding your earlier post today about the Hoover carpet shampooer. I mistakenly asked you to send us your contact information and I see that your post included your contact information. I will forward this information over to the Sears Cares team and ask that they contact you regarding the issues with the carpet shampooer you had problems with. A personal care case manager will be in touch with you within the next 24 hours. Thank you very much for being a Sears customer, we value your business very much and look forward to speaking with you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
Dear Detroit Customer:
My name is Susan and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. 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 attempting to repair your microwave and we apologize for the frustration this has caused you and your family. Sears Social Media Escalations Team is 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 contact our 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 microwave 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 (Detroit customer) 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 Unhappy in Md.,
I'm sorry to hear that you've had so many issues surrounding the repair appointments set for your dishwashers. I apologize for the frustration and for the way we have inconvenienced you and your family. You should not be experiencing so many mistakes and we would like to help you resolve these issues. My name is James and I’m part of the Sears Cares Escalations team. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Unhappy in Md.) 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
tired of corporate games,
I'm so sorry that this has not been resolved yet. It makes sense that you would be posting here and I can't blame you for being upset. My name is Brian H. with Sears Cares and we'd like to help. We'd like to assign you a dedicated case manager that will ensure that you receive the refund you are entitled to as well as make sure any other concerns you may have with Sears are resolved. Please email smsupport@searshc.com with your contact information and a case manager will contact you to assist. In your email, please be sure to include the screen name you used to post to this site (tired of corporate games) so we can reference your case. Again, I apologize and we do look forward to hearing from you.
Thank you,
Brian H.
Social Media Moderator
Sears Social Media Support
