3 years and 11 months ago, I spent several thousand dollars on a Kenmore furnace. I used to purchase all of our appliances at Sears, but because of their delivery charges and having to wait up to 2 weeks to get an appliance, I changed to other stores that could deliver (free!) the following day.
October 3, our Iowa weather turned cold. I don't turn on the furnace until I have to. I tried to get it lit all weekend and waited to call for service until Monday, October 6. I was told the first appointment was on October 15. 9 days - no heat? I explained to an unpleasant 'customer service representative' in Florida, that this was not an acceptable time frame for a repair to a furnace. I asked to speak to a supervisor and was told I didn't need a supervisor, as they wouldn't tell me anything different. Really? I can't speak to a supervisor? I made 4 more calls over the next day in an attempt to get an earlier repair appointment on my 'under warranty' furnace. I was told a variety of lies, including the scheduling software wasn't working. I was even told they were now booked out until January.
In the Midwest, that would mean frozen pipes, serious damage to a home and people wouldn't be able to stay in their homes. January?
I was also told that since my furnace is under warranty, I could try to find another repair company that is authorized to work on Kenmore products, pay them myself, and Sears would reimburse me for up to $300. Why would I think for a minute they would honor this? Why should I go looking for a repair person who meets their requirements, pay them, then wait for Sears to find a reason to not reimburse me? That's insane. If they don't have a repair person available, THEY should be the ones to locate another.
I was told the lengthy wait was due to a large number of repair requests. I was told the lengthy wait was due to not having enough repair people on staff. I was told the lengthy wait was due to software issues. I was told I could not speak to a manager.
Today, October 12, 2014, it's 29 degrees and drizzling. It's overcast and cold. Only 3 more days until I am supposed to have a repair person. I have taken the entire day off work because they can't give me a time the worker will arrive. I am hopeful the repair will be done on Wednesday without any problems.
I have a regular Sears credit card and a 'Home' card, both with zero balances and have been a pretty loyal customer for more than 25 years. But listen up, Sears, we are breaking up and we will never, ever get back together. I will not spend another dime in your stores and will certainly share my experience with everyone I know.
Review about: Sears Credit Card.
Reason of review: Poor customer service.
Preferred solution: Deliver product or service ordered.