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can not resolve this issue on good terms. Sears send me several responses of which all were generic and templates on 1 response below they did not bother to fill in the empty spot on a template letter.they did not fix my ice-maker while it was under warranty over period of a year.

Dear ,

Thank you for your recent correspondence. We are always interested in hearing from our customers, and regret it was this type of situation that prompted you to contact us. Please accept our apology for any inconvenience you may have encountered refrigerator.Customer Solutions is the highest office you are able to reach through phone or email. All agents have the same authority and empowerment to assist you. If you would like to speak with a manager we ask that you please call Customer Solutions directly at 1-800-479-6351 and request tospeak with a manager on duty.

Please know that we appreciate your business and value you as a customer. By sharing your feedback, you have made it possible for us to address the issues. We will pass your feedback along to our management team to ensure that Sears can achieve excellence in everything we do.

We apologize for any frustration and that we did not deliver on your expectations with your recent experience with Sears.

Thank you for choosing Sears. We appreciate your business.

Sincerely,

Susan G.Sears Holdings Corporation

Original Message Follows:------------------------I need the name and contact information of your regional director

Sent from my iPhone

On May 2, 2013, at 11:31 AM, Sears Feedback wrote:

> Dear ,> > Thank you for contacting Sears Holdings, and allowing us the opportunity> to address your concern regarding your recent experience. We apologize > that your refrigerator needs repairs. We understand that your > refrigerator had problems whilst in warranty. Unfortunately, it is no

> longer in warranty.> > Please call 800-4MY-HOME as your refrigerator may qualify for a > protection agreement or extended warranty, the service smart agreement. > We appreciate your patience with this matter.> > Please let us know if you have any questions. Thank you for choosing > Sears Holdings. We appreciate your business and value you as a > customer.> > Sincerely,> > Michael F.> Sears Holdings Corporation> > > Original Message Follows:> ------------------------> Robert B, Mark H,> I would like to have the contact information for southern California > Regional director, Obviously you do not understand, the unsuccessful > services were performed under warranty we never had our ________ fixed.> Please when you reply to your customers at least have the decency to > research the product in question before using a letter template. > > I have attached a copy of the protection agreement from Sears for your

> file. I would appreciate a more serious response rather a genetic > letter. Thank you.> > > > -----Original Message----->> From: Sears Feedback >> Sent: May 1, 2013 12:39 PM>> To: >> Subject: Re2:Re: Re1: Other (KMM27595992V37153L0KM)>> >> Dear ,>> >> Thank you for contacting Sears. We appreciate hearing from you.>> >> We understand that you are experiencing issues with your ___. We have >> viewed your ________ and see that it is no longer in warranty or> covered>> by a protection agreement.>> >> Due to the fact that the unit is not covered by either the >> manufacturer’s warranty, which is usually valid for the first year of

>> ownership, or protection agreement, we are unable to provide technical >> assistance regarding your appliance.>> >> We are able to offer assistance via our website at:>> >> http://www.managemylife.com/mmh/questions>> >> A Sears expert will answer questions regarding your appliance (usually >> within about 48 hours) and this service is available to all consumers

>> free of charge.>> >> If you wish to set service on your refrigerator, please contact our >> Customer Solutions department at 1-800-479-6351. >> >> We apologize for frustration you are experiencing with your> refrigerator>> and thank you for choosing Sears. We appreciate your business.>> >> >> Sincerely,>> >> Robert B.>> Sears Holdings Corp.>> >> >> Original Message Follows:>> ------------------------>> Mark,>> >> Thank you for your reply. The reason I contacted Sears was because we

>> are fed up with the service rendered while our refrigerator was under >> warranty. I am sure and I hope your technicians go through rigorous >> training before they go out to the field and take care of your >> customers.>> >> Like I mentioned below we bought the extended warranty last year, if> you>> check your records you will find the ice maker has been repaired 4> times>> of which we paid for the first repair plus the cost of extended >> warranty, we have not been able to use the ice machine for past year >> despite your technician's visits. >> >> This issue was not taken care of while the refrigerator was under >> warranty. I agree that it is unfortunate that the mechanical parts will> >> need replacing from time to time, that is the reason you sell the >> warranty and the consumer buys it, but is Sears willing to stand behind> >> the promise to fix the issues while the refrigerator is under> warranty?>> >> I have contacted GE, one of their suggestions was to contact SEARS> since>> we bought the warranty from SEARS and find out why they are not> honoring>> their warranty since the refrigerator was not fixed while under >> warranty. >> >> we have been a loyal customers for past 15 years and never had issues

>> with our GE appliance till recent year. We need resolution to this >> problem. What can you do?>> >> >> >> >> >> >> >> >> -----Original Message----->>> From: Sears Feedback >>> Sent: Apr 30, 2013 5:18 PM>>> To: >>> Subject: Re1: Other (KMM27586470V67439L0KM)>>> >>> Dear ,>>> >>> >>> Thank you for choosing Sears. We appreciate hearing from you. >>> >>> We understand that you are experiencing issues with your refrigerator.> >> >>> While we do not expect any appliance or product to fail within a >>> pre-determined amount of time, there is always the possibility that>> this>>> may occur. While it is unfortunate that this problem has arisen, we do> >>> offer the option of purchasing our protection agreements both at the

>>> time of purchase, and when the warranty expires, in order to safeguard> >>> your investment. >>> >>> Due to the fact that the unit is not covered by either the >>> manufacturer?s warranty, which is usually valid for the first year of >>> ownership, or protection agreement, the responsibility of the cost for> >>> repairs of the appliance falls on the consumer. >>> >>> If you have any questions or need further assistance, please do not >>> hesitate to respond to this e-mail so our team will address your>> concern>>> or if you would like to discuss the matter further, please feel free> to>> >>> contact our Customer Solutions Department at 1-800-479-6351. >>> >>> >>> >>> >>> Sincerely, >>> Mark H.>>> Sears Holdings Corporation>>> >>> >>> Original Message Follows:>>> ------------------------>>> >>> >>> >>> WE PURCHASED THIS UNIT FROM SEARS & BOUGHT THE EXTENDED WARRANTY THAT >>> WAS OFFERED, WE HAVE ISSUES WITH THE ICE MAKER, YOUR REPAIRMEN HAVE

>>> COME OUT FOR SERVICE 3 TIMES AND CHANGED PARTS ON THIS UNIT BUT DID> NOT>> >>> FIX THE ISSUE, WHEN WE CALLED YOU BACK WE WERE TOLD THE WARRANTY IS>> OUT >>> AND WE WILL BE CHARGED FOR REPAIRS. THIS PROBLEM WAS NEVER RESOLVED WE> >>> HAVE NOT BEEN ABLE TO DISPENSE ICE FOR OVER A YEAR.>>> PARTS THAT WERE CHANGED ARE: 1-ICE MAKER ONCE 2-THE STRIPPING TWICE,> >>> THE FREEZER STILL HAS FROST AND THE FOOD ALWAYS HAS FREEZER BURN.>>> WE PAID EXTRA FOR EXTENDED WARRANTY TO HAVE PEACE OF MIND >>> WE DID NOT EXPECT THE REPAIRS TO BE PERFORMED BASED ON TRIAL & ERROR

Product or Service Mentioned: Sears Repair.

Monetary Loss: $1000.

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Anonymous
Tukwila, Washington, United States #650761

You should have the bought the extended warranty or it. Sucks for you because this the type of S#%T that you ran into.

SearsCares
#649681
Sears Response

Dear Anonymous,

My name is Trent, I am a member of the Sears Cares Escalation Team. We saw your comment and wanted to reach out to you to offer our assistance. We’d like to apologize for the frustrations we have caused with the repair of your ice maker. We would like the opportunity to connect you with a dedicated case manager that can discuss some available options to resolve your concerns. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (Anonymous 407783), to smadvisor@searshc.com. Again, we apologize for any troubles we have caused and we look forward to speaking with you.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support

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