I purchased a Samsung washer and dryer from Sears a few years ago and when my dryer stopped heating I contacted Sears to repair it.After waiting a week for a technician to look at the dryer I was then told it would take another two weeks before someone would come out with the part that was being ordered and install it.
That was going to cost me $323 but I just wanted my machine fixed so I paid the technician. Two days before Sears was suppose to install the new part their customer lack of service department contacted me to say the part was on back order with no date for when it would be available. After telling them I wanted a refund they assured me someone would contact me within 48 hours to see if they could locate the part locally. My response to them was, why wouldn’t you of already done that.
Getting parts local means I would not have to wait as long. I never received a call back from sears so I contacted them again only to hear they could not locate a part and my part was still on back order. This went on for three more weeks until finally I told them I insisted on a refund for the part and labor because I was going to get a new machine. A smart company would of made me an offer to put the money I had already paid towards buying a new machine at one of their stores but they did not.
Instead I received my refund within 24 hours. I then decided to look online for the part that they claimed was out of stock. I found several websites that had the part and I could order and receive it within 48 hours. Then I looked for a local appliance part store that I could walk in and get the part myself since my husband decided he would fix it himself.
We found a part store only 20 minutes away that had our part and it only cost $11. My husband purchased the part in person and had the dryer working 45 minutes after that.
How is it a customer can locate a part that Sears claims they cannot get.I don’t believe anyone at Sears even spent a second trying to locate the needed part.