This is a letter I have been trying to email the Board of Goveranance, and CNBC, and the Sole Company itself:
To whom it may concern,
I am writing this email to you after spending 12 hours from my work day trying to resolve the problem with our Sole F85 that we purchase this past year at Sears with an extended 5 year warranty. We had very frequent service calls for this treadmill, which eventually we decided to call customer solutions who told us we should get another treadmill. The 12 hours include staying on the phone with customer solutions, delivery department, Manila call center, and going in person to the Henrietta, NY Sears store to resolve the problem and get the exchange expedited. We started working on it right after the last service man left our home, and that was on or about august 27, 2013. The treadmill is defective.
On august 27, I spoke to 4 different agents, since thats the way you have it set up. One person said outrageous things, then finally thinking we are going to get an exchange we get an email that the item is unavailable. We went to the store the next day and spent 2 hours with a manager who had to give customer solutions the correct item number since it would be 2013 model. We were scheduled to receive the replacement treadmill on September 9, and it arrived damaged so we rejected the delivery. Then we were scheduled to receive it September 16 and we received no calls, waited for two hours and then I called Sears when I was informed that the treadmill was damaged. Delivery was rescheduled again to September 23, yesterday, and I got a call from the delivery guy that they do not have a treadmill but they are coming to get the one we have at home. I told him not to come and that he is not going to pick up any treadmill until he has a new one for us. I got on the phone again for two hours and a lady spoke to me and was supposed to get back to me with a new delivery date and she never got back to me. Today I called Sears and the lady said that she sees in the records that the order was cancelled and she that was because the merchandise was damaged. She further said that there is no scheduled delivery in the system for new 2013 Sole F85.
I would like all buyers of Sears to know that Sears is not what they advertise to be. Your customer service is awful and your warranty is misleading. I am planning to further spread the word. Meantime I do not have a treadmill that I am entitled to under the warranty agreement that I currently have with Sears. I have receipts, witnesses, and phone records to prove it all.
Product or Service Mentioned: Sears Delivery Service.
Monetary Loss: $2084.