Dear DeAllen,
I came across your post here and wanted to reach out in response. I'm terribly sorry to hear of the problems and safety concerns posed with the deck lever and the inconvenience you've endured in trying to find resolution. I agree; thankfully there were no injuries or severe damage caused by this lever's positioning but definitely see the cause for concern. If this is indeed something that can be corrected & addressed by our repair department, we of course will do anything within our means to resolve this problem. I'm Scott with Sears Cares Escalations; we'd like to help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the mower was purchased under and we will call you at your convenience. In addition, include your screen name (DeAllen) in the email so we can reference to your case.
Thank you,
Scott J.
Sears Cares
Dear RogerisAngry,
My name is Scott and I'm with Sears Cares Escalations within corporate. I definitely understand the frustration and disappointment, not to mention inconvenience, you've endured through your TV repair. I'm sorry to hear of the conflicting information you've received from our repair and service contract departments as well. I'd also like to apologize for the conflicting and different information concerning repair time frames for repairing vs. replacing an item under an extended warranty. I'd like to help clarify some information for you and extend an offer of assistance & resolution. You are correct, there is no statement in the warranty agreement (I'm assuming you have what is called a Master Protection Agreement) specifying an amount of time in which we have to repair an item. The MPA contract is a generic contract designed to cover any of our items eligible for coverage. As the contract states, there are two (2) ways a replacement will take place under MPA coverage; 1) An item is deemed unrepairable due to repair not being possible or by part availability (parts being NO LONGER available), and 2) A covered item suffers four (4) part failures within one twelve (12) month period. In other words, Sears can and will move forward with repair for an unspecified time frame even with a delay in parts because the item is still repairable. However, for customer satisfaction, Sears can authorize replacements for items on a case by case basis that have been under ongoing repair due to technician attempts or part delays.
Given this information, we'd like to help reach resolution with you. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the TV was purchased under and we will call you at your convenience. In addition, include your screen name (RogerisAngry) in the email so we can reference to your case.
Thank you,
Scott J.
Sears Cares
Dear Gloria Sanchez,
My name is Scott, and I'm with Sears Cares Escalations within corporate. I found your post and wanted to offer some help as we definitely want to see you in a Sears store again. I'm terribly sorry for your experience overhearing a sales associate, whom wasn't very enthusiastic about helping you to begin with, speaking of using drugs. This is totally unacceptable and unprofessional. Sears prides itself on a reputation and tradition of the highest levels of customer service and relationships; we've obviously disappointed you. We'd like the opportunity to help so we can see you back in a store sometime. At your convenience please contact my office via email at searscares@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 screen name (Gloria Sanchez) in the email so we can reference to your case.
Thank you,
Scott J.
Sears Cares
To TBaxter,
First allow me to apologize for the delay in responding to your post. My name is Dianne and I’m part of the Sears Cares Escalations team. I’m sorry to read about the problems you’ve encountered with one of our service reps regarding your service appointment. I apologize for the lack of customer service Shante provided to you, this not the way Sears conducts business. Our technician are nation wide and have busy routes if there is no answer they move on. 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 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 (TBaxter) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.
Thank you,
Dianne D.
Senior Case Manager
Sears Cares
Dear ytspyder,
My name is Scott and I'm with the A&E Cares Escalations team. I found your post here and wanted to reach out to offer help. I'm terribly sorry to hear of the trouble you encountered with your service appoint & all the communication failures. This is not only unacceptable, but I'm sure nothing short of frustrating and stressful. Although our tech's routes are full, as we do service nationwide, there is no excuse for failing to communicate delays, etc. Our techs cannot leave an appointment in the middle of repair to make the next call on the schedule. We wouldn't do that to you or any of our customers. This is by no means an excuse, just an explanation. We'd like to help. 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 (ytspyder) in your email so we can reference to your posting.
Thank you,
Scott J.
A&E Cares
Dear john auzenne,
I'm terribly sorry to hear about your disappointing experience with A&E repair service. I'm sure being without a dishwasher is inconvenient enough, but the trouble you encountered with your repair only furthered the feelings I'm sure. When we service your appliances, it is our goal to exceed your expectations; we've obviously let you down. I'm Scott, and I'm with A&E Solutions. 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 (john auzenne) in your email so we can reference to your posting.
Thank you,
Scott J.
A&E Cares
Dear B Whitman,
I'm extremely sorry you've been without a washer for such a long period of time. After the delay with the parts and then the missed appointment today (Oct 14th), I know you are beyond stressed, frustrated and inconvenienced. When Sears services your appliances, we strive to exceed your expectations and we've clearly let you down. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with 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 (B Whitman) in the email so we can reference to your case.
Thank you,
Scott J.
SearsCares
Dear Kuiperssm,
I'm Scott with Sears Cares Escalations within corporate. I'm terribly sorry your dishwasher's pump has failed and is causing you some inconvenience and frustration. The fact that our repair department failed to communicate properly with you and notify you of the technician not being available to make your appointment, is unacceptable. I know this only furthered your frustration. Sears has clearly let you down and I cannot apologize enough. We'd like to help make things right. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the dishwasher was purchased under and we will call you at your convenience. In addition, include your screen name (Kuiperssm) in the email so we can reference to your case.
Thank you,
Scott J.
SearsCares
Dear Safety First,
My name is Scott and I'm with the Sears Social Media Support Team within corporate. I found your post here and am very concerned by what I have read. I'm terribly sorry for the worry, stress & frustration the malfunctioning lighting unit within your Kenmore fridge has caused. I absolutely see your cause for anger and frustration & agree. With something as imperative as product safety, Sears does not take issues such as this lightly. I apologize for the experience you've encountered while trying to rectify this matter. We'd like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Our team is comprised of dedicated and personal case managers; one of which that would be assigned to your issue and oversee it from start to finish. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (Safety First) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
Dear Sarah Troup,
I'm so sorry to responding so late to your post here; I've only just found it. I'm Scott with the Sears Social Media Support Team. I'd like to offer assistance and also apologize for your delay in service, and for the failure of your washer to begin with. Being without a washer is not easy I know; having to wait lengthy time frames for repair only makes the frustration and inconvenience worse I'm sure. Being that Sears does service nationwide and for other vendors than just Sears stores, our repair schedule can get heavily impacted. That, coupled with geographic restrictions on techs being available in all areas, delays can and do occur and I apologize for that. This is by no means an excuse, merely an explanation of what may have caused your unpleasant experience. 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 the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (Sarah Troup) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
Dear vickimike1,
Please accept my apology for the tardy response to your post here as I just found it. I'm so sorry your dishwasher has failed and is causing you some frustration and inconvenience. I know the delay in having it repaired only made matters worse. Please understand that a delay in service is not a reflection of Sears not backing our products or supporting our customers. Sears does service nationwide for several vendors, not just our own products, and with that heavily impacted service schedule, delays can occur. I'm Scott with the Sears Social Media Support Team and we'd like to help. 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 the phone number the dishwasher was purchased under and we will call you at your convenience. In addition, include your screen name (vickimike1) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
To Carnations,
My name is Marcus and I am part of the Sears Social Media Support Team, and I want to first apologize for how you were treated by one of our customer service representatives. Sears does stand behind customer satisfaction and what was conveyed to you was not that, and I know that it can be very frustrating interacting to anyone that is rude. The representative should have informed you of where the technician and because that was not provided to you I am so sorry. I would like the opportunity to assist you further with this if you would allow? Support Team is the single point of contact for all escalated concerns which means we step into a situation and handle it start to finish with one Case Manager; you don’t have to worry about being passed around from agent to agent any longer. At your convenience, please contact my office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. In the email, please provide a contact phone number and the phone number the item(s) 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 (Carnations) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Marcus C.
Social Media Support Team
Dear lillian doty,
I apologize for responding late to your post; I just located it. My name is Scott; I'm with the Sears Social Media Support Team within corporate and I wanted to reach out to you to offer assistance. I'm so sorry for the trouble and inconvenience the malfunctioning light fixture in your Kenmore fridge has caused. I know the repeated repair attempts only made matters worse I'm sure. Sears has always stood for outstanding product quality and customer service; we've clearly let you down. 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 the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (lillian doty) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
Dear bikerdude69,
My name is Scott and I'm with the Sears Social Media Support Team. I came across your post here and wanted to reach out to offer assistance. I'm so sorry for the frustration and inconvenience you encountered when attempting to claim & process your rebate on your storage shed. I know how important cost is in this economy, and I'm sure the rebate was possibly one of your buying motivators. Naturally, not receiving that benefit or incentive would cause a problem. We'd like to help. 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 screen name (bikerdude69) in the email so we can reference to your case
Thank you,
Scott J.
Social Media Support Team
Dear D Macon,
I'm Scott with the Sears Social Media Support Team and I'd like to offer assistance. I'm terribly sorry to hear of your new Kenmore furnace unit failing and leaving you so chilled. I know this is nothing short of frustrating and down right uncomfortable. The fact that this unit is brand new, only adds to the frustration I'm sure. Please understand that very few companies have 24 hour emergency service, and in some cases, state and local regulations prohibit service calls within the overnight hours. This is by no means an excuse, merely an explanation. Nevertheless we'd like to help. 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 the phone number the furnace was purchased under and we will call you at your convenience. In addition, include your screen name (D Macon) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
Dear DConfalone,
I found your post here and wanted to offer assistance. I'm terribly sorry to hear of the trouble you had with your fridge and the ensuing frustration & disappointment you then experienced with our 1-800 care team. I'm sure being without something as basic as a fridge is difficult and frustrating as is, but then communication and lack of resolution from the source you thought was the answer only adds to this situation I know. My name is Scott, and I'm with the Sears Social Media Support Team; we'd like to help. We are a team of dedicated and personal case managers that would oversee your issue every step of the way till resolution. 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 the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (DConfalone) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
Dear Karson,
Please accept my apology for responding so late to your post here as I just located it. I'm so sorry your Whirlpool dryer has failed and has caused you frustration and inconvenience. I know being without a dryer is difficult enough, but the no call/no shows by A&E has only made this situation worse I'm sure. I'm Scott with A&E Solutions; we'd like to help. 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 dryer is listed under and we will contact you directly. In addition please include your screen name (Karson) in your email so we can reference to your posting.
Thank you,
Scott J.
A&E Cares
Dear cauliflower,
My name is Scott and I'm with A&E Solutions. I'm so sorry to hear your experience with A&E was such a disappointing and frustrating one. This is not normally how our service calls are handled and I know we have caused you some inconvenience and let you down. Our goal is always to exceed your expectations and make the repair process easier to get through; it's never easy to be without major appliances. We'd like to help. 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 appliances are listed under and we will contact you directly. In addition please include your screen name (cauliflower) in your email so we can reference to your posting.
Thank you,
Scott J.
A&E Cares
To Diane125,
My name is Marcus and I am part of the Sears Social Media Support Team, and I am very concerned about what I have read here concerning your stove. On behalf of Sears I would like to extend an apology to you being that you have been put through an uncomfortable situation. I have read here that our technicians have came out and replaced some parts on the stove and also provided you some instructions on how to rectify this issue. I do apologize that we did not inform you of the next steps to take in getting your unit repaired or replaced. I would like the opportunity to step in and help rectify this problem. The Sears Support Team is the single point of contact for all escalated concerns for Sears; which means we step into a situation and handle it from start to finish with one Case Manager. At your convenience, please contact my office at smsupport@searshc.com so that we can get right on this and you don’t have to continue to be impacted by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (Diane125) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Marcus C.
Social Media Support Team
To backstagemike,
My name is Marcus and I am part of the Sears Social Media Support Team, and I am very concerned about what I have read here concerning this hassle you have experienced with Sears sending out your rebate. On behalf of Sears I would like to extend an apology to you that one of our managers did not call you back to inform you on what needs to be done next. I can defiantly understand the frustration that you have experienced dealing with our sales associate. Again I do apologize that we did not inform you of the next steps to take in either receiving your rebate or being refunded the delivery and haul away fee that was charged to you. I would like the opportunity to step in and help rectify this issue for you. The Sears Support Team is the single point of contact for all escalated concerns for Sears; which means we step into a situation and handle it from start to finish with one Case Manager. At your convenience, please contact my office at smsupport@searshc.com so that we can get right on this and you don’t have to continue to be impacted by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (backstagemike) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Marcus C.
Social Media Support Team
To willnotbuyatsearsagain,
My name is Marcus and I am part of the Sears Social Media Support Team, and I am extremely sorry that your newly purchased refrigerator has given you such problems. There is no reason why your refrigerator should be giving these problems in 4 months or even years down the line. On behalf of Sears I would like to extend an apology to you being that nothing was done to compensate you for your food loss or provide information on what needs to be done with your defective unit. I can defiantly understand the frustration that you have experienced dealing with this issue. I would like the opportunity to step in and help rectify this issue for you. The Sears Support Team is the single point of contact for all escalated concerns for Sears; which means we step into a situation and handle it from start to finish with one Case Manager. At your convenience, please contact my office at smsupport@searshc.com so that we can get right on this and you don’t have to continue to be impacted by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (willnotbuyatsearsagain) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Marcus C.
Social Media Support Team
To mitchell barbie,
My name is Marcus and I am part of the Sears Social Media Support Team, and I am extremely sorry that your refrigerator has given you such problems. There is no reason why your refrigerator should be defective. I do understand that Sears repair service has rendered service on the unit and it is still giving you problems; this is unacceptable. On behalf of Sears I would like to extend an apology to you being that no kind of compensation was presented to you for your food loss or provide information on what needs to be done with your defective unit. I can defiantly understand the frustration that this has put you and your family through. I would like the opportunity to step in and help rectify this issue for you. The Sears Support Team is the single point of contact for all escalated concerns for Sears; which means we step into a situation and handle it from start to finish with one Case Manager. At your convenience, please contact my office at smsupport@searshc.com so that we can get right on this and you don’t have to continue to be impacted by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (mitchell barbie) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Marcus C.
Social Media Support Team
Dear Betty Muckleroy,
My name is Scott and I'm with the Sears Social Media Support Team. I came across your post here and I wanted to reach out to offer some assistance. I'm terribly sorry to hear of your refrigerator being damaged upon you getting it to your home. I know after making such a large and relatively expensive purchase it must be incredibly frustrating to discover something like this. Unfortunately, although very rarely, items can get damaged during transport from our various stock and distribution warehouses. We'd like to help. 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 the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (Betty Muckleroy) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
Dear npfl62,
My name is Scott and I'm part of the Sears Social Media Support Team. I found your post here and wanted to reach out to you to express my concern for your situation. I'm so sorry for the service & treatment you received when trying to find information regarding your service call. No matter whether in the store, online or over the phone, Sears has always stood for the highest levels of customer service and appreciation. Clearly we have disappointed you and we'd like to help so that we can make things right and restore your faith in Sears. 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 the phone number the item in question was purchased under and we will call you at your convenience. In addition, include your screen name (npfl62) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
Dear sgarch,
I came across your post here and wanted to offer assistance. I'm terribly sorry for the trouble you've encountered with not just your range, but your other Sears appliances as well. I know that after your unpleasant & disappointing experiences over the phone with our various departments within the repair care division you are extremely skeptical and frustrated with Sears. My name is Scott and I'm part of the Sears Social Media Support Team; we'd like to help. We are a team comprised of dedicated and personal case managers that handle the highest level of escalated issues for Sears. 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 the phone number the range was purchased under and we will call you at your convenience. In addition, include your screen name (sgarch) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
