First let me start off by saying Sears has one of the most untrained and confused customer service staff's I have ever had to deal with. I needed service on my washer this week and made an appointment early last week for this past Monday. My wife stayed home all day waiting for a tech only to get a call late in the day saying the tech was tied up and they needed to reschedule us. The appointment was rescheduled for today by a tech who (after and hour and a half), promised me a first appointment (8:30am) as there were two service calls in my area and he would schedule mine ahead of the other. I purposely took time off from my morning work schedule to make sure I would be home and of course, by 9:00am, no tech.

I called and explained the issue to Sears customer service and asked to speak to a supervisor after I was told that customer service techs have no business quoting exact appointment times to customers and a tech would be at my house between 8am & 5pm (which was not acceptable). I was placed on hold for twenty minutes and finally hung up after no supervisor bothered to pick up. I called back again, explained my situation (yet again) to another rep and asked to speak to a supervisor and was promptly placed on hold again for another ten minutes, with no supervisor picking up. Apparently Sears has an uncaring staff of supervisors who cannot be bothered to field customer complaints. If they "worked" on my staff they would very quickly be shown the door!

Fortunately a very nice tech (Eric) called letting me know he was on his way and arrived quickly handling my issue much to my satisfaction (no help from customer service). I am very sorry that I EVER entered into a service agreement with Sears and you can be assured that when the agreement expires I will be taking my business elsewhere. (Along with never purchasing major Sears appliances again!) This display of "non-customer service" is an embarassent to Sears and all who represent what used to be a top retailer.

I bought a top of the line Sears Kenmore Oasis washer and dryer 7-31-06 and paid cash $#1684.64. We have had nothing but trouble!
First, on December 17, 2007, the washer was splashing water over the basket because it needed a sub-tub ring. Sears Repair in Memphis sent out two repair men. They said, "Yep, you need a tub ring. I will order it." After a week or so, another repair man came to install it and the wrong part had been ordered. He ordered the right part and we had another wait. In all, I was without a washer for 3 weeks. Finally, in January we hired another repair man to put the tub-ring in.

Then shortly after that, the washer would start into the spin cycle and would beat and bang and walk and get out of balance. Another repair man. He charged $45 and found nothing. Time passed. Another repair man. He said the transmission is shot! It will cost $400 plus his fee to repair it and I would still have a lemon on my hands.

It is my belief that Sears should stand behind their products and try to protect their name. It is my belief that I am DUE A NEW WASHER!! It is my belief that I am calling Channel 3 and 5 TV stations in Memphis to have them investigate this rip-off. We work hard for our money and have always trusted the Sears name. No more!! I will never buy from Sears again.

I insist this email be given to a supervisor in charge of complaints because the TV station will be asking questions.!!

Betty Burross
Brighton, TN 38011
901-476-2417