I purchased a Dewalt drill at my local sears(I refuse to capitalize their name). When I opened the package I found a used drill in very poor condition. It appeared to have been used on job sites for several years. I immediately attempted to return this drill and was treated as though I was attempting to defraud them. I attempted to use logic and reason on the stores employees. I had wanted to purchase a regular drill and after a long and pointless search in which the drill I had asked for was not found the sale associate offered to give me a hammer drill at a discount. When I returned I tried to tell them that had I attempted fraud I would have asked for the hammer drill and that the drill in the case wouldn’t be a hammer drill it would have been the other drill I had asked for. It was explained to me that Dewalt weighs their packages and uses a special security zip tie to prevent things like this from happening unfortunately the employees didn’t care about logic and reason. The rudeness continued until I left the store under threat of being thrown out by security.

I contacted customer service and was told to return to the store for a refund.

When I arrived a very rude store manager came out after a 15 minute wait and told me I couldn’t return it because there was no drill in the package. The insinuation was clear. I was attempting to pull a fast one. I left the store and contacted customer service again.

Customer service told me they had contact the store and that no refund would be given and the rep told me that I should be aware that they weigh the packages. Proof that they were right and I was a cheat.

I contacted Dewalt Monday morning and was told that their zip ties are not special and that they do not weigh their cordless products because the weight difference is negligible. In other words sears had called me a liar based on lies. He also told me that they had similar problems with sears and would immediately replace the drill with a brand new one. It took less those 10 minutes with Dewalt customer service to solve the problem.

I have been a loyal sears customer for 18 years prior to this incident. My first credit card was a sears card. I have purchased thousands of dollars worth of merchandise through them over the years and they refused to extend me the benefit of the doubt in this matter. I have no trackable history with Dewalt and they extended me the benefit of the doubt with a simple explanation of my situation.

Even though I have my drill I continue to lodge complaints about this occurrence with sears and in the last few days have been outright ignored. I was told I would be contacted within two business days and am still waiting for them to show any interest in this matter.

I will never shop at sears again they are unethical and rude. I would urge anyone that reads this to boycott them for your own sake.

BUY DEWALT BUT NOT FROM sEARS!!!

In 3 1/2 years my refrigerator/freezer has stopped cooling. Both times I have had to wait 7 - 10 days for a service call even though I have a service contract. The solution is -- no more Sears appliances!!

We bought a TV from Sears with pick up date 2 wks later, it's now a month, no TV but they were sure able to send me a bill! Can't get anyone on the phone... VERY POOR SERVICE... I don't recommend buying anything from them that you can't take with you right there & then!!!

Having a maintence agreement, I feel that I should have good service but I do not. I call the repair department to set an appoint because my windo unit had some ice. Being that I have high bloodpressure and my little boy have life threating asthma I needed service that same day. And I was given and told that the technican was coming to see the unit on Friday July 24, 2009 between 8am and 5pm. That was fine, but then I was told that some one have to be there at home because the technician was going to call with the time of arrival, and we were home but there was no call. 6 p.m. came then I called again to the repair center to confirm my appointment at this time the operator tells me that the tech, was not able to come and that he call my house number to advise but there was no call. Now, sears wanted me to rent a unit and I was going to be reinburst, but I don't have money for that expense, I told the gentle who was trying to help me. Then he tell me that the next available appointment is until August 8, what with this weather and my little boy sick if he gets sick who will pay the medicial bill. Not fair at all instead of helping me now I have more stress. I think sears should stand up for my rights.

July 23rd, 2009


My Sears Disaster Story:

I have always purchased my appliances at Sears because in the past, they have been decent products, and they were always good about their word and warranties.

So when we built our dream home, I purchased a DCS Gas range, range hood with heating lamps, and 2 Kenmore Elite dishwashers. I wanted the best products out there, as we are avid cooks and we really have a dislike to washing dishes. So we bought 2 dishwashers, and had them installed in our dream kitchen. We spent over $20, 000 on the Sears products I mentioned.

From day 1 the dishwashers haven't been working the best. So I called Sears. They blamed it on our water..perhaps our water wasn't hot enough. So we had our Plumber come out. Paid for him to make an assessment that it wasn't our water. It was good and hot. It had to be the dishwashers. I called Sears again...and they took a look. At first they thought it was the soap dispenser. They replaced that. Still no luck. In the meantime, the service repair man ( Mr. Appliance) forgot to reconnect a hose and when I turned on the dishwasher before bed, I woke up to a large pool of water all over my custom, hand carved maple floors. My entire first floor of the home is done in maple, and is open concept. So you can imagine!? When I called the guy about the leak...he was worried, as he knew my floors would be difficult to repair and would not be cheap to replace. I told him, I knew he didn't purposely do this to me, and that I would have my Contractor take a look and release one of the planks in the floor, so the rest could dry properly. I didn't send a complaint or bill the company for anything.

Of course the dishwashers still weren't working properly. Dishes were dirty, etc. I called again. The same man came to try and repair. He wasn't sure what the problem was. This happened several times. Trial and error with parts with both dishwashers.

This continued on and off. I kept my warranty up to date, as I knew these dishwashers weren't good.

A year later, still trying to repair these things, a different company tried to repair them ( Sears was no longer using Mr. Appliance in our area) I do not remember the name of this company, but they did similar things and nothing worked. This time, someone forgot to connect my drain properly and when I filled my sink all of the water gushed underneath the sink, and down to my basement. My house was flooded. I was expecting company at this time as well. Lovely. Fortunately, our basement isn't finished and I was able to get it cleaned up without TOO much damage. Again, I let it go.

Finally, after several more months of living with faulty dishwashers...I put in another service call and realized Sears was now dealing with Atek Appliance repair. I got to know Stacy quite well. She read my past history and problems and couldn't believe all that I have been though. She said she was going to do her best to get these things working for me.

The appliance technicians came. Again, but things got worse. Now the heating element keeps breaking down on the one and the other one had a door issue. It would fly open in mid-cycle, BANG, and hit my dog and child once! It is a very heavy stainless steel door. The hinges were broken, so we had to put a chair up next to it when it was operating so no one would get HURT!

They tried to fix it. Then I get told that my warranty on them has expired. I knew I wouldn't have allowed them to expire, so I proved it by faxing my protection agreement forms. For some shady reason or another...Sears would NOT acknowledge my extended warranty anymore. Stating that I was making this up, and just renewed it after I knew they needed servicing.( Since the dishwashers are now 3 yrs old, I have had to renew them over the years)
I tried to explain that these 2 dishwashers have ALWAYS needed servicing, and there was no way I was going to allow them to expire, as I knew they were lemons. I didn't think it was my fault that I needed to call the service people on a weekly basis, and that it happened to be just a day before I renewed my extended warranty. They thought I was suspicious. Unbelievable!? if they had read the history I have had, they would have realized that I haven't had a week with them working. I called the lady that sold me the machines. Cindy Alton at the Sears in Owen Sound. She told me there was nothing she could do. She said I should have " waited a week" after they broke down again to make the service call, so I wouldn't look suspicious! Imagine that? Then Sears might have believed me. But no, I was honest and called right when it happened, and now I get told I am lying.

So after weeks of anger...and frustration, Sears finally agreed that the protection warranty was good on the one with the hinge problem, but that the one with the main heating element wasn't. ( Obviously this one was the expensive part)

I couldn't take it anymore, life is too short to remain this angry and frustrated, so I decided to just PAY for the part and service myself. $300 and get on with life. I needed to let go, as it was affecting my life. BUT, in exchange, I wanted them to give me a letter in writing that from now on they will honour my Protection agreement, as the forms they mail to you with your payment obviously wasn't enough. I never did see that letter, but I do have copies of my Protection Agreements, and payments for what they are worth?

Then the heating element broke down AGAIN. They wanted me to pay for the replacement, again. Finally, after several phone-calls and hours on hold. They realized that the part had a 60 day warranty, and so they would send back that heater and try another one.

They put in a new heater. It worked a few cycles, and then the machine broke down again and wouldn't even turn on. Then the other dishwasher ( the one with the door problem) completely broke down as well. Nothing will turn on with either of them.

I put more calls in - October 2008.

I went through all of the holidays without any working dishwashers. February, the repair people finally took the one dishwasher with the heating element problems. They kept it in their shop until May. 4 months! No word, and finally the machine came back. It worked one cycle and broke again. Nothing working. I made the call. On hold, sent to several different people, explaining the story over and over again. No action.

So here I sit. July 2009 and neither one of these dishwashers work. I have quoted Sears on the NO LEMON protection policy and I have been told there is nothing they can do for me. I am not eligible for a replacement. I spoke with Bill at Customer Service ( no one will give me their last name) Ext 6732. at the 1-800-214-4842. But when you call that number, you can not get the option of an extension or Bill. This has happened to me a few times now. People give me their first name, give me promises that they will get to the bottom of this, and if not, they tell me to call them back and guess what? I can't get them.

Next I heard from Mona 1-800-567-4842 ext 233. She told me I do NOT qualify for a buy-out of my machines. I don't understand this? She also told me that the Repair people have been trying to repair my machines, but I won't allow them in my home? I laughed at that, as that is completely untrue. I know the repair people on a personal basis at this point and I even allow them to walk into my home when I am not around. I have had decent relations with them and they have been doing all that they can to help me in my situation, and are frustrated as well. These machines are uneconomical, and unrepairable- obviously. So why do I still have them?

This has been a FULL-TIME job for me, but I am not going to give up, and I will not allow my protection agreement to expire ( which is what I am thinking Sears is hoping for)


Sincerely;

Stephanie