To Monjo,
My name is Brian and I am part of the Sears Cares Escalations team. I am sorry to hear about these issues with your previous washer. This was a manufacturer’s recall and we were providing the fix for those that were affected by the recall. Not every Calypso was affected but I would hope that if yours was affected that we had contacted you. As for the service techs, they cannot know every single thing about every single appliance they service, but you’re right, it should have been caught at some point and you notified. At your convenience, please contact my office via email at searscares@searshc.com so we can discuss this. In the email, please provide a contact phone number and the phone number the washer was originally purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Monjo) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
To Miss Brinley,
My name is Brian and I am part of the Sears Cares Escalations team. I am sorry to hear about these issues with the installation of the hot water heater. I have sent this issue to a Case Manager and you will have contact within 24 hours. We are typically able to meet the same day installations, but there are times when we are unable and for that we do apologize. We would like to look into what happened and see if we can’t arrive at a fair resolution to this issue. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and the phone number the hot water heater was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (briannga18) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
To Elmaa,
My name is Brian and I am part of the Sears Cares Escalations team. I am very sorry to hear about the issues with your online order. We would certainly like to help get this situation resolved for you and get the delivery of your orders completed. We have resources available to ensure your orders are not held up further. We would like to talk to you as soon as possible. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and the phone number the online order was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Elmaa) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
Dear Finito,
We are sorry to hear about the trouble you are experiencing with receiving a replacement coffee maker. I can only imagine the frustration this ordeal has caused you and we would appreciate the opportunity to assist you in resolving this issue. My name is David and I work for the Sears Cares executive team and we want you to know we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and the phone number the coffee maker was purchased under and we will call you at your convenience. In addition please include your screen name (Finito) in your email so we can reference to your posting.
Thank you,
David V.
Senior Case Manager
Sears Cares
Dear Iak87,
We are sorry to hear about the service you received when you visited your local Sears store. Our goal at Sears is to provide our customers with the highest quality of service and we have failed to do this for you. My name is David and I work for the Sears Cares executive team and we want you to know we are here for assistance. We would appreciate the opportunity to discuss this situation with you. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and we will call you at your convenience. In addition please include your screen name (Iak87) in your email so we can reference to your posting.
Thank you,
David V.
Senior Case Manager
Sears Cares
To watergeek,
My name is Brian and I am part of the Sears Cares Escalations team. I’m very sorry to hear about these issues with your washer. We do strive to provide the best service and it is unfortunate that you have had to have so many service calls on your washer. Typically we can resolve issues on the first service call, but it seems as if we have not been able to in your case. As to your frustrations with the length of time it takes to complete, we are the service provider not the manufacturer and we sell (and provide service for) a lot of manufacturers as well as a huge number of different models. There is no way that any company can stock the wide range of parts that could be needed on any given day, nor a truck big enough. All that being said if you have problems now and in the future, please reach out to my team so we can help. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to be frustrated. 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, please provide the screen name (watergeek) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
To UnsatisfiedSearsCustomer,
First allow me to apologize for the delay in responding to this post. My name is Brian and I am part of the Sears Cares escalations team. I am sorry to hear about these issues you’ve had with the local Automotive service center. I don’t know why you keep having this issue. You should not have to wait for one technician to be capable of handling your issue. We understand your concern and we do want to make sure it gets resolved so you don’t have to continue to be frustrated by it. As for the technicians making jokes about damaging your vehicle, that is absolutely not acceptable and we need to get it addressed so that it does not happen again. You are a valued customer and we want to keep it that way. At your convenience, please contact my office via email at searscares@searshc.com so we can address the issue once we have more information from you. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen name (UnsatisfiedSearsCustomer) used to post here for reference to this issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
Dear laura devendorf,
We are sorry to hear about the problems you have experienced with your refrigerator over the past years. We can only imagine the frustration this has caused you and your family. We would appreciate the opportunity to assist you in resolving this issue. My name is David and I work for the Sears Cares executive team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and the phone number the refrigerator was purchased under and we will call you at your convenience. In addition please include your screen name (laura devendorf) in your email so we can reference to your posting.
Thank you,
David V.
Senior Case Manager
Sears Cares
Dear FA740,
We are sorry to hear about the service you have received from Sears repair. I can assure you the service you have received is not acceptable and we would appreciate an opportunity to discuss your concerns. When a product is covered under the Master Protection Agreement you received the annual check ups free of charge. My name is David and I work for the Sears Cares Executive Team and we want you to know we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and the phone number the A/C was purchased under and we will call you at your convenience. In addition please include your screen name (FA740) in your email so we can reference to your posting.
Thank you,
David V.
Senior Case Manager
Sears Cares
To Jason Crosswhite,
My name is Brian and I am part of the Sears Cares Escalations team. I am very sorry to hear about the problems with delivery of your refrigerator. It is not our intention to cause you frustration. We do however have to be cognizant of weather conditions. We cannot risk the safety of our delivery teams in adverse weather conditions especially when they are driving fully loaded delivery trucks. This could cause major accidents and injury. This being said, we would like to talk with you about what happened and see how we can make this right for you. At your convenience, please contact my office via email at searscares@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 the screen name (Jason Crosswhite) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
To ab96c,
My name is Brian and I’m part of the Sears Cares Escalations team. I am sorry to hear that you’ve had issues with the service on your range. It’s difficult to not be frustrated by this type of situation, especially when you are taking time off from work to be available. There are times unfortunately, when we must reschedule an appointment, but that should be rare and our customers waiting at home should be notified ahead of time so they don’t waste a day waiting for a service call that won’t happen. This being said, we do want to look into this and make sure we get you taken care of. At your convenience, please contact my office via email at searscares@searshc.com and we’d be happy to assist you. In the email, please provide 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 (ab96c) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
Dear Markinsd,
We are sorry to hear about the service you have experienced from Sears repair service. It is our goal to provide service to our customers in a timely manner and we have clearly not done this for you. My name is David and I work for the Sears Cares Executive Team and we want you to know that we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can assist with a resolving this issue. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (Markinsd) in the email so we can reference to your case.
Thank you,
David V.
Senior Case Manager
Sears Cares
To Sindiko,
My name is Brian and I’m part of the Sears Cares Escalations team. I came across this post and I wanted to reach out to you regarding the problems you’ve encountered with the service team and your dishwasher. It is unacceptable that you have had to wait two weeks for service in the first place and even more so when the service was set up incorrectly and you’re now being told it will be another two weeks. We simply cannot make you wait this long. My team needs to step in and get this taken care of for you. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be upset by this. In the email, please provide a contact phone number and the phone number the dishwasher 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 (Sindiko) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
Louis E. Lamar, Sr.,
We are sorry to hear about the problems that you recently experienced when you took your vehicle into your local Sears automotive. We can only imagine the frustration this has caused you and we would like the opportunity to assist you. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Louis E. Lamar, Sr.) in the email so we can reference to your case.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
Dear Angrybuyer502:
It is very disterbing to us to hear that you are experiencing so many issues trying to get a working treadmill. As a consumer, we all expect that when we purchase an item at a retail store or anywhere for that matter, that it will be in working condition when we receive it. It is not acceptable that you have had to go through so many and still are without a treadmill. My name is Shayne W. and I am part of the Sears Cares escalations team. At your convenience, please contact our office via email at searscares@searshc.com so that we can look into this for you. In the email, please provide a contact phone number and the number that the treadmill was purchased under (if it is different from the contact number) and we will call you directly. Also, please provide the screen names (Angrybuyer502) used to post here for reference to the issue.
Thank you,
Shayne W.
Senior Case Manager
Dear ROBERT BURMEISTER,
My name is Shayne and I work for the Sears Cares Escalations Team. I can see how you not receiving your order can be frustrating to you. At your convenience please contact my office via email at searscares@searshc.com so that we can look into this for you. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (ROBERT BURMEISTER) in the email so we can reference to your case.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
Dear Slick:
We are sorry to hear that you had such a bad experience with our Service Department. It is not acceptable to hear that we have rescheduled your service so many times and then you were told by the tech that he was not sure how to fix your unit. My name is Shayne W. and I am part of the Sears Cares escalations team. We do value you as a Sears customer and would like the opportunity to look into this for you. At your convenience, please contact our office via email at searscares@searshc.com so that we can further discuss your concerns. In the email, please provide a contact phone number and the number that the service was scheduled under and we will call you directly. Also, please provide the screen names (Slick) used to post here for reference to the issue.
Thank you,
Shayne W.
Senior Case Manager
Dear Vrimkole,
We are sorry to hear about the problems that you are experiencing trying to get your treadmill serviced. Here at Sears we do value you as a customer and would like the chance to look into this for you. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and the phone number the treadmill was purchased under and we will call you at your convenience. In addition, include your screen name (Vrimkole) in the email so we can reference to your case.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
First allow me to apologize for the delay in finding this post. My name is Brian and I’m part of the Sears Cares Escalations team. I’m terribly sorry that you’ve had this experience with us. Have you been having problems with both the washer and the dryer? There are times when problems are difficult to isolate, especially when they are intermittent and don’t show up when the tech is there. Now, to be clear, we are not the manufacturer, but simply the seller and the servicer, which means if the unit has problems we will provide service. Product quality issues should be referred to the manufacturer. Of course we need to fix the unit(s) once and for all. As for the service people working on your unit(s), yes they may work on more of your model, but that is simply because a popular item sells more and there are more out there. Law of averages dictates that they will work on more than others that weren’t so popular.
I’m going to have one of my team contact you shortly so we can investigate how we can help you with this situation. We don’t want you to be frustrated.
You can also contact my office via email at searscares@searshc.com. In the email, please provide your contact phone number and the phone number the washer/dryer 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 (Rowekeeper) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
Dear Warranty Zero:
We would like to apologize the trouble that you ran into when you tried to replace your shocks under the lifetime warranty. Unfortunately there are some items in our store that we or the vendor choose to discontinue depending on the situation. Here at Sears, we do value you as a customer and would like the chance to look into this for you. My name is Shayne W. and I am part of the Sears Cares escalations team. At your convenience, please contact our office via email at searscares@searshc.com so that we can assist you. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen names (Warranty Zero) used to post here for reference to the issue.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
To Geargirl
First allow me to apologize for the delay in responding to this post. I am very sorry you encountered this issue with our service team and the interactions with our customer support team(s) that have been so substandard. Hanging up on our customers is not acceptable by any Sears standard. I am very concerned about what I have read here and we need to step in on this situation and get this resolved for you. My name is Brian and I’m part of the Sears Cares Escalations team and we can help. At your convenience, please contact my office via email at searscares@searshc.com so you don’t continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the dryer 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 (Geargirl), for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
Dear Tod:
We are sorry to hear that you had such a bad experience with our service unit and the misdiagnosis on your calypso washer. Yes, it is our policy to not refund when the customer is the one to do the repair. With this being a misdiagnosis on the technicians part, we would like to look into this further for you. We value you as a customer and would like the oportunity to speak to you about this and see what can be done to assist you. My name is Shayne W. and I am part of the Sears Cares escalations team. At your convenience, please contact our office via email at searscares@searshc.com so that we can look into this for you. In the email, please provide a contact phone number and the number that the original service was scheduled under (if it is different from the contact number) and we will call you directly. Also, please provide the screen names (Tod) used to post here for reference to the issue.
Thank you,
Shayne W.
Senior Case Manager
Dear ODB,
First, I would like to apologize that we were not able to get you taken care of in a timely manner at your local Automotive Center. As a consumer myself, time and money are a top priority today. Here at Sears we do value you as a customer and would like the chance to speak to about your experience and get your feedback to pass on to the Automotive Centers. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (ODB) in the email so we can reference to your case.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
Dear hrosa:
My name is Shayne W. and I am part of the Sears Cares escalations team. I have forwarded your complaint to our team at searscares@searshc.com and someone will be in touch with you within the next 48hrs. We look forward to speaking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
To Loescherk,
I found this post and I wanted to reach out and express our concern 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. Waiting so long for service is not acceptable, but the delay is 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. That being said you should have been advised of the next steps and for that lack of communication, I am very sorry. Of course, this is not an excuse, just an explanation. Of course, we can’t have you waiting longer for the service you should have had initially. My name is Brian and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so we can get this resolved for you. We can get you on a sooner date that is convenient for you. 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 (Loescherk) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
