Sears Case # 2914522

January 4, 2010

To Whom it May concern:

I am writing to inform you of the inadequate service that was provided to me, a customer of Sears. I purchased a front loading washing machine in November 2005 along with a warranty contract at the time of purchase for $187.61. In 2007, the machine failed and several large parts were replaced by Sears service technicians. The warranty was then extended in 2009 for an additional $165.39 which carries us to 1/2011.
On November 12, 2009 my washer failed again, resulting in a home owners insurance claim of approximately $3000.00. On November 20, 2009, I contacted Sears requesting a service call for the washing machine. A service Technician came on November 24, 2009 identifying that the parts that had been replaced in 2007 were the same parts that failed again. The parts were ordered and another service appointment was made. Arrangements were made for me to take the day off work for the appointment only for it to be cancelled late the evening before because the parts did not arrive.
At that time, another service appointment on December 8, 2009 was scheduled, of which I arranged for another day off of work to be home for the technician. The original appointment time was between 1 and 5pm. I phoned the service center at 4:15pm and was guaranteed to have a technician at my home. At 5pm, I called back again and they reassured me that I was on the schedule for that day. At 6:15, when I called back again, I was told that they overbooked the technician and he would not be able to come. The appointment was rescheduled for a Saturday because I could not take off from work again.
On Saturday December 12, 2009 three hours after the technician phoned to say he was on his way he arrived. I asked him to walk around to the back door where the washer. I told him to follow the path on the side of the house all the way around to the back. I shut the front door and walked thru the house to meet him at the back door, he never arrived. I went back to the front door to find the Sears van gone. 45 minutes later the van came back and the Technician told me he was driving around and could not find the back door!
The technician came into the house and took the washer apart and said the parts did not need to be replaced that only a bolt needed to be tightened. They left with all the parts previously ordered. 3 days later, when I used the washer for the first time the washer was running the same way it was prior to the bolt being tightened. Another call was made to Sears, the parts re-ordered and another service appointment scheduled.
The parts arrived December 24, 2009 and the service was set up for Monday December 28, 2009. At that time, two technicians arrived to replace the parts only to find that the parts were damaged in shipping and could not be used. Parts were re-ordered and another service appointment was set up for today January 4, 2009 between 8-noon. The parts were never received and no phone call was made to me to notify of the missing parts or the need to reschedule. When I phoned Sears this afternoon I was notified that the parts were on back order until January 20, 2010, 2 months after the original call to Sears was made.
I have spent $162.00 in laundry services over the past 6 weeks, $353.00 in warranty services for this washer, lost 4/8hr days of pay at $35/hr. I still have 2 ½ weeks to go before the parts are scheduled to be delivered. I was told today that I could put out the expense and rent a washer and submit a receipt for reimbursement after I was done renting it, and a $50 re-imbursement for laundry services would be sent to me.
I have purchased many appliances, televisions, clothes, jewelry, toys, tools and 10 years of portrait studio pictures at Sears. I am a loyal customer of Sears and am completely disgusted with the service shown to me over these past 6 weeks.
I have contacted the Better Business Bureau and 3 local TV channels to tell my story of the inadequate service provided by Sears. I will continue to tell my story and discourage any and all consumers from purchasing anything from Sears again.
Thank you,