My wife and I have been sears card holding members for twenty years and today we've decided to no longer shop at sears ever again, and it all has to do with your lousy service dept., where no one knows their head from their ass.

We purchased a few years back a Sony SXRD LCD Projection tv and we've had a number of problems with it. Each time we call about service we get nothing but problems. The first time we had problems we had to wait for a month to get the right parts shipped to us and we literally had to schedule four different visits from four different technicians, each of which knew nothing about what happened with the previous.

For the past three weeks we've had problems with a fan. The technician has been here twice already because the wrong fan was shipped. We got the new, correct fan on Friday and he scheduled something for today (we even have his message on our answering machine), but we were told today by the service dept. that there was no appointment scheduled for today and that they never shipped the new part but we have the part! Not only that, but no one at the service dept. is helping us (my wife is on the phone now). And they are rude. So, unless someone can do something, we will shop elsewhere from now on, and make sure our friends and family do the same.

So, Sears has finally irritated me for the FINAL TIME!!! I've decided to let everyone I know how bad Sears is. Their merchandise is shoddy, and their customer service is horrible. Whenever I have had trouble with them in the past year, their response has been, "Your product is out of warrenty", "We have no record of that purchase", and "Buy a new one."

"Your product is out of warrenty": My microwave hood stopped heating last October. This appliance was purchased with the rest of the new kitchen in 2003. I don't know how long a micro hood is supposed to last, but I would imagine it is over 4 years. Sears said that my warrenty had just expired the previous month and there was nothing they could do about it. I should buy a new one. (I did, but not at Sears.)

"We have no record of that purchase": So this July my refridgerator comrpessor quits. My refridgerator is the same age as the everything else that was purchased at Sears for the kitchen in 2003. This time Sears said that they had no record of the purchase. I gave them receipt numbers and date of purchase and they still said that they couldn't help me because they didn't have a record of the purchase. I would need to buy a new one. (I did, but not from Sears.)

"Buy a new one": And the final straw was the lawn mower drive shaft locking up, AGAIN!!! The lawn mower was also purchased in 2003. Every year for the past 5 years the drive shaft has locked up and needed replacing. Every year I go rounds with Sears service and repair that I should not have to have this work done yearly. I don't mow my lawn more than 5 times per year, why should I have to have the drive shaft mechanism replaced yearly. This repair is $200 each time I need to have it done. And again, Sears gives me the same song and dance they have always given me: "It's not under warrenty", "We have no record of previous repairs", and "Buy a new one". I have worked my way up through their customer service lines and into the national customer relations department only to be told the same thing at each level. There is nothing they can do, buy a new mower.

Service scheduled for 9/8 between 1 and 5 p.m. Sears call Sunday to confirm. No show on Monday. Called Service again. Supposedly the repair tech called us 3 times and no one was home. Unfortunately we were home. No phone calls - no messages left on the answer machine either. Customer Service is no help, just wants to re-schedule the appointment for 5 days later. Will not let you talk to anyone else. They have to contact routing and are supposed to call me. As of yet no call. I am about ready to call another repair service and sent the bill to Sears. Have the extended warranty. Does this mean that if we had to pay for the repair the repair tech would have shown up.

My main complaint is the service is poor, but mostly the problem with automated answering system, it took me over an hour to contact a real person who could help me. I have mostly Sears products in my home but that will end because of poor service and a poor communication system. Sears has lost a life long costumer.

My request for service was submitted more than a week ago and as of this date the problem has not been repaired, the promise date is 9-2-08, after several phone calls I can not get anyone to tell me when they will make the service call, while writing this complaint Sears finally called and said they will be here sometime today, I have only been waiting 8 hours. Now I hope they have the parts.

Sears Holdings Corporation August 12, 2008
William C. Crowley, Executive Vice President
3333 Beverly Road
Hoffman Estates, IL 60179

Dear Mr. Crowley:

I am writing this letter to express my dissatisfaction with Sears customer service. Being a loyal customer for over 35 years, I would like to relate the following experience.

After our less than three year old Model 110.24082200 washing machine malfunctioned, I ordered the replacement water pump from the actual part number and parts list diagram, paying expedited freight charges. When the pump arrived, the unit was entirely different from the original unit and contained the entire motor assembly with stern warnings about returning if installed. I called your parts dept. and was told I had the wrong part for my machine and they would send the right replacement part. The next day, a duplicate part arrived and I called the parts dept and spoke to a supervisor (Dave) whose response was he would submit a request to Whirlpool Inc. and that it would take 5- 7 working days. He said that he had other customers who were more urgent. I contacted customer service and spoke to (Mary) who said she would try to expedite this request. I finally contacted Whirlpool directly and was told that this was to be a superseded replacement part.

After installing the new unit, I found the troubleshooting guide immersed in water and taped to the inner-panel of the machine. I then followed the guide and also replaced the machine motor that I purchased directly from Whirlpool and to no avail, as the machine still does not function properly.

I then called the local Hunt Valley store where I purchased the unit. The appliance salesman told me that I was out of luck as they had not sold the over $1000 machine in over two years due to the class action lawsuit and associated problems with the machine. Next, I attempted to contact the store manager and the phone would ring continuously with no answer. The switch board operator transferred my call to the jewelry dept saying, “the manager frequently hangs out there.”

I have invested over three hundred dollars in parts and Sears has yet to send a pick up tag to return the original part or credit me as originally promised. After reviewing the web site posting, most people have invested over $700.00 on repair visits for this washing machine

I have spent thousands of dollars at Sears buying everything from major appliances to lawn equipment to shop tools and machines for home and business. It has become clear that your employees care nothing about customer service. I do not intend to purchase any future items ever again from Sears due to the outrageously rude and unacceptable service that I have received.