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Kenmore washer purchased 2007 with warranty to 2012 broke. Service tech came and ordered parts that took 3 weeks. Parts arrived a little late and had to reschedule repair. Next scheduled repair canceled because tech sick. Rescheduled and was canceled again because tech was sick again. Escalated to different department and had tech out late for appointment. Fixed washer and left. Started 1st wash and machine broke again. Called and gave Sears 4 options; replace washer no cost, provide replacement until mine was fixed again, provide new washer at significant discount, provide new at full price next day. Response was can't help you have a nice day.

Plan to buy new appliance from competitor and tell this story every chance I get.

Product or Service Mentioned: Sears Repair.

Monetary Loss: $1500.

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Sears Response

Dear Fulton,

I saw your post here and wanted to reach out and apologize for the poor service you experienced in trying to get your washer repaired. From your post I can see that this has been a source of great frustration for you and is certainly not the type of service we want for our valued customers. We would very much like the opportunity to speak with you regarding your experiences so that we may check into what happened and see if we can make this right for you somehow.

My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. This means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact my office via email at smsupport@searshc.com so that we may address the concerns you related in a timely manner. In the email, please provide a contact phone number and the phone number your washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Fulton) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

If any other viewers of this thread need assistance with a Sears’ related issue we want to hear from you as well. Please do email us at smsupport@searshc.com with your contact information and a brief description of the situation and we will be glad to assist you.

Thank you,

Laura D.

Social Media Moderator

Sears Social Media Support

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