I give up I need your help. Blue Ribbon team is absolutely no help: here is my story:

I took my sewing machine for repair to the Vernon Hills, IL, Sears Store in early July (before my daughter’s wedding (in mid July), and I was excited at the prospect of having functioning machine when we returned. The problem with the sewing machine was simply that the top and bottom threads were not even. However, when I returned from the wedding I found to my dismay that no one knew anything about the status of my sewing machine – I had the paperwork and gave them all the information when I called 3 ½ weeks after I dropped it off. (It was to take two weeks to repair). After many hours someone from Sears called to tell me they found the sewing machine in a corner in the Vernon Hills store…no one had even shipped it to the Sears repair location! Two weeks later I got a voice message that my machine was not repairable because the motor smoked and smelled….it never did when it was in my possession. Probably this occurred when it was “bounced” around at the Sears store in Vernon Hills. I eventually got the machine back, the motor supposedly operational, but the sewing mechanism, which worked imperfectly before, now did not work at all!

I received this sewing machine as a gift from my mother-in-law in 1963 and it came with a life time warrantee. I am still alive. Sears totally destroyed my machine. I have the instruction book, all the notes from the courses I took on Damen Ave. in Chicago and all the original attachments. The warrantee card I do not have – it was on a separate piece of paper which I no longer can find. After all that was many years ago. I am willing to take as many lie detector tests as you want – my machine was and is covered with a life time warrantee. I can tell you that several times in the last fifteen years I had taken the machine to the now closed Sears Service Center on Waukegan Road in Deerfield, IL. They honored the warrantee and never charged a penny to repair the machine. The last time I took it there several years ago it was with the same uneven thread problem as last July. But Sears has no record of that repair, even though it was only 3 years ago. And Sears has no record under my former married name or my mother-in-law’s name from 1963. Now I am the one with the problem. It is my understanding that since K-Mart bought Sears they kept a minimal history on sewing machines….my problem, not theirs..

In mid-July my husband and I first spoke with Mike Rayburn pertaining to our Case . It seems these call centers cannot make calls out except at certain times (we can never pre-arrange a phone call as I do not sit in the house waiting for the call). Also, they do not have the authority to do anything real regarding this problem. Mike Rayburn did have me send the machine back when I said the repair must be on someone else’s machine as mine never had those problems. I did and as I mentioned it came back worse than when I brought it in. Now in addition, the wheel that is to spin to put thread on a bobbin does not work at all.

I received a letter from Sears dated Nov 5 and called the 800.995.2139 phone number given me. When I gave my case number I was told Ann on extension 68 was my representative. She has called twice – I keep leaving her a message telling her we need to arrange a time we can talk. I give her my cell number and asked her to call me on that number rather than my home number as I can’t sit by the phone day after day to receive her phone call. I give up, I cannot reach her. Her last message was a week ago. I have called her twice a day and she does not return my phone calls. It is now obvious Sears does not care about customers!!

I have now been without my sewing machine which I loved (and it sits in a solid walnut cabinet). I have not been able to do any repairs or make any clothes for my grandchildren because of Sears. Sears use to be such a wonderful store. What happened? Blue Ribbon Service is non-existent service and only frustrates a prior happy consumer.

I am now in my late 60s and in two weeks we leave for a condo in Florida because of my health.

My question is, what is Sears going to do about a customer that has a life time warrantee that is being ignored. How can I get to anyone to deal with this problem.

purchased microwave 10-31-10 from sears @ great lakes mall. was told it was special order because I wanted a black one. it would be @ the store 11-9-10. ok no problem. Husband called on 11-10-10, was not in yet. Husband called 11-17-10 only to be told it was on back order. call about 3 weeks!!! I AM VERY DISSAPOINTED because NO ONE ever contacted us about this back order issue.. We have lived in our home for 25 years and ALL appliances we own are SEARS, including my husbands riding lawn tractor.after this episode, I really think that I will no longer purchase anymore SEARS appliances if this is how you take care of your customers... Our parents owned nothing but SEARS PRODUCTS that why we followed suit, But not no more.This will be our last purchase.. By the way I HAVE ALREADY RECEIVED MY STATEMENT...

Bought a fridge with faulty part and at first they weren't even going to fix it. They then had to send 3 technicians out, each time I told them exactly whaqt was wrong and that the problem was inside the door - each time they didn't spend the time to go inside the door. Finally after complaining several times they ordered a new door and had it shipped to my house. When it arrived someone from the service center had drawn a picture of a gun shooting a stick figure labeled "kid". The technicians that came to my house all met my children...check out the creepy picture attached!

Why have these rebates if you are not going to follow through on it?! I've been waiting for my rebate since June. I received the same ole’ automated emails indicating that if will take 4-6 weeks to received. After not receiving my rebate 8 weeks later, I contacted Sears online on the rebate status site. It said to check my address to make sure it was right. Of course it was right. "I never had a problem getting a rebate from anyone else." I then received another automated email indicating that they would send a new rebate card out and not to use the old one if I received it. Six weeks later I still didn't receive my 'new rebate card'. I called the so-called 'rebate center' and they told me the new card was mailed out September 23, 2010. I received my rebate card on November 5, 2010 and to my surprise the card expired October 29, 2010!!! I finally decided to go the an actual Sears Store to argue with them. When the Assistant Manager called the rebate center they gave her the same run around saying they would process another card and it would take 4-6 weeks to receive it! I told the Assistant Manager that was unacceptable and she called them again and they told her that they had to turn my account over to the finance center and to call them within 3-5 days. Seriously, it is a rebate card, not my taxes! The Assistant Manager said she would call the rebate center in 3 days and I should as well. So, I call the rebate center 4 days later and they said that they are sending me a gift card for $50 dollars and I should receive it in a few weeks. I just went off... We will see if that happens. I am NEVER signing up for a rebate again with Sears and seriously considering closing my account with them.

Summary: Very poor service on warranty repair at Sears. After this and another bad experience with a different Sears appliance (refrigerator), we will not be buying any more appliances or extended warranties from Sears.

Bought Electrolux EL7020B vacuum cleaner from Sears Palmdale store 3 years ago. Also bought 5-year extended warranty at same time. At that time, there was a local (Lancaster - 10 miles) Sears service center.

Last month, on October 12, we took vacuum to local service center, which had closed, permanently. Then took vacuum to store, where they transported it to a Fontana (63 miles) or Tustin (96 miles) service center. We were given both destinations at different times. The repairs needed were relatively minor - cord retractor working poorly, broken catch to hold wand upright.

We were promised two-week turnaround - longer than we expected but OK, we can live with 2 weeks.

It's now November 14, over a month later, and we still don't have the vacuum back. I won't bore you with the usual litany of complaints regarding broken promises and useless messages - you've heard it all before and we received the same lame excuses.

The excuses given included thinly veiled "if it was a Kenmore vacuum, they'd have all the parts and wouldn't have to order them." I'd like you consider for a moment, the last time you or your spouse took your vehicle in for service and was told that something was broken and they'd have to order a part. Dealer OR independent garage, did you have to wait a MONTH for the part to arrive? More likely, they got the part the same day or sometimes the next day.

Sears claims to have a service dedicated to the repair of merchandise they sell, and encourages customers to buy extended warranties on both Kenmore AND other name brands. It is absolutely inexcusable for Sears to then take over a MONTH to get repair parts, no matter where they come from. This kind of DIS-service should and will lose customers.

Suggestion: Support your local independent appliance dealers and repair shops, where they still exist. We're both over 60 and can tell you from experience, we've had much better service from our small locals than from Sears. Sears doesn't care about you or me, as long as we keep buying from them.