The complaint has been investigated and
resolved to the customer's satisfactionResolved Sears Master Protection Agreement — sears master protection agreement is a joke
resolved to the customer's satisfaction
We purchased a Kenmore Side by Side Refrigerator, a Range (Stove), a Range Hood and a dishwasher with an extended warranty for all four items. This $300+ warranty, we have renewed every year after the manufactures warranty ended.
We have had only one service on the dishwasher alone and zero service on any of the other appliances. Over the last four months, the refrigerator has constantly failed, (ran warm, spoiled the food), thus requiring service.
Each service order has a wait time of around ten days or more before a technician can even come out, therefore, we have zero refrigerator for this time and then an even longer time if a part has to be ordered.
Every time the tech arrives, he patches the fridge instead of fixing it or replacing it. This patch / band aid, last for a few weeks before the problem returns.
Today I took off from work for the scheduled 8AM - 12pm sears appointment.
Due to a No Show / No Call, I contacted sears at 10:30 AM and again at 1:15 PM, only to be assured by a customer service rep, that the technician will arrive, not to worry and he will call me when he is on the way to my house.
At 2:42PM, still a No Show / No Call from the technician, I was forced to leave my house (to retrieve my kids from school). I was back home at 3:28PM, to which I found a note scratched on an index card stating 'sorry we missed you. Sears'.
The technician DID NOT call either of my contact numbers to tell me that he was on his way, as promised that he would, in the previous two calls to the customer service rep.
I immediately contacted sears and requested to speak to a supervisor, to which I was placed on hold for over fifteen minutes before the call ended abruptly.
I called back and went through this scenario four consecutive times (for almost an hour) before finally being transferred to a Sharon, who said she was a supervisor. Sharon was not only unprofessional but also lacked the technical attributes to be a customer service rep, let alone a supervisor, she even went as far as saying that there is nothing she can do, and the only thing that I can do is wait for the next available appointment...yes you got it...TEN DAYS LATER.
I explained to her that I have two young kids and really cannot be without a refrigerator for that period of time, to which she made it clear, that it was my fault for not being at home when the technician arrived, therefore I will have to wait for the next available repair date, She then hung up the phone.
Each time I call for service, the customer service reps hound me about doing some home improvements, so just for kicks, my wife stated that she was thinking of some home improvements, in no time, an appointment was scheduled for an agent to come out for the appraisal / estimate, The agent was there at my door, THE VERY NEXT DAY.
In short, sears is no longer the sears we once knew, I will never use sears for any purchases or service again.
The complaint has been investigated and resolved to the customer's satisfaction.
Dear donotbother,
I want to apologize for the poor service you have received while trying to have your freezer repaired. From your post I can see that this has been a source of great frustration for you and we would like to assist. Sears prides itself on making sure our valued customers are satisfied with our 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. Please contact my office via email at [email protected] so that we may address your freezer repair in a timely manner. In the email, please provide a contact phone number and the phone number the freezer was serviced under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (donotbother) you used to post on this site, for reference to your issue. We do look forward to talking to you soon.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
Hi castillo 1,
I'm Scott, and I'm part of the Sears Cares social media escalations team. I came across your post here and wanted to extend an apology for the disappointment and trouble your refrigerator has caused you and your family. Being without a fully functional refrigerator is difficult enough, but extended hassle and service calls just add to the unpleasant situation we're sure. We'd like to offer you our team's assistance and help get this straightened out for you. At your convenience please contact our office via email at [email protected] and a dedicated case manager will contact you directly. 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 (castillo 1) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.
Thank you,
Scott J.
Sears Cares Senior Case Manager
Dear RainH20,
Thank you for coming back and sharing your experience with us. We are happy to hear that your issue has been resolved to your satisfaction. I will make sure your post is forwarded on to the appropriate resources for review. Thanks again for sharing!
Thank you,
Misty H.
Social Media Moderator
Social Media Support Team
Dear CHL1957,
I am terribly sorry for the trouble and inconvenience you have encountered with your dishwasher as well as the service. We would like to speak with you about your experience and offer our assistance with getting this issue resolved as quickly as possible. Please send the following information – contact #, screen name (CHL1957), phone # used at time of purchase to [email protected] We look forward to speaking with you soon!
Thank you,
Misty H.
Social Media Moderator
Social Media Support Team
Sears sure does suck,
My name is Liz and I am a member of the Sears Social Media Support team. Please accept our apologies for the troubles you have encountered with your dishwasher. I can truly see how frustrating it is to be without your dishwasher for over eight months. We would like the opportunity to speak with you to make things right. At your convenience please contact our office via email at [email protected] so you don’t have to be upset by this any longer. 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. In addition, please include your screen name (Sears sure does suck) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support