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To whom it may concern:
First off I want to state that I have been a customer of Sear Home Service for 20 years and every year paid for the warranties and services without putting a claim in on my washer or dryer so to have the following happen is unacceptable. For the amount of money I have paid I could have bought so many new machines.
I have been trying to get a replacement washing machine for about 7 weeks now.
I have parts and technicians coming to my house to try to fix my washing machine and having parts ordered and back ordered. I had a technician come to my house Sept 04, 2021 named Jason R id # 0023762. He had a bad attitude when he walked through the door. He had me do part of his job by rinsing the some parts of the inner washing machine off while he installed the new parts.
He told me that he couldn't fix the washier since the basket/bucket was rusted so, a new replacement washier needed to be ordered and I asked him what kind of washier. He responded by said a cheap plastic washier and I will have to fill in the order myself. I couldn't stand his attitude anymore so I let my son handle the rest while I went into my room. Jason then told my son he was packing up and leaving with the job not finished and saying "Good luck to get anybody else out here to finish the job because I will make sure that nobody else will want to be here and make it my mission to make you miserable and make you pay." With that he went into the other room and picked up his tools and left.
After he was gone I went into the laundry room and discovered the washing machine wasn't put back together and the bottom of the dryer was unhooked. I didn't think anything of it at first but when I went to use my dryer after hand washing some clothes, the dryer won't work (heat up anymore) which was just fixed a couple of weeks prior to his visit. I called Sears repair and talked to a supervisor on September 04, 2021 regarding Jason's visit and threat. The supervisor I spoke to was named Schawn and he was very nice and put in for an expedited replacement of the washier and told me to give it til Wednesday, September 08, 2021 before I called to check upon the replacement.
I called late afternoon Wednesday, September 08, 2021 to find out the status of the replacement.
The first person I spoke to said that the order was just placed on Saturday, September 04, 2021 and it would take 2 - 5 business before I would hear anything. I told the customer rep what happened and it is suppose to be expedited. So, she put me on hold and when she came back she told me that she put it in again therefore delaying it 2 - 5 more business day. I asked her why did she do that instead of backing up on the original ticket.
She just said she did what I told her to do and put another one in. That isn't what I said. I wanted to find out when I was getting the replacement and I was told to call today. I called back again since I wasn't getting anywhere.
This time I spoke to a lady named Calista and explained the situation again and asking to speak to a supervisor and she keep saying that there were any on the floor and they were all in a meeting. I told her to find me one. She had me on hold for on and off for about 30 minutes until I spoke to a supervisor named Nina. Went through the whole with her again and she then put a claim in and told me it would take 3 - 5 business days.
I want to know what in the world is going on and why I can't get great customer service.
I want a new high standard washing machine that will last me for years to come and I would like that to happen ASAP. I have started putting a claim into BBB but I wanted to write to see if you can make it right first.
I'm not talking 2-5 or 3-5 business days. I'm talking ASAP by Friday!
User's recommendation: Do Not get any appliances from Sears or warranties, they will not fulfill their end. I have been a customer for over 25 years.
Product or Service Mentioned: Kenmore Washing Machine.
Monetary Loss: $200.
Preferred solution: Deliver product or service ordered.
Sears Cons: Service tech did not show up, Refund policy & run around by customer support, It sucked, Delivery personnel.
Location: 4570 North Oracle Road, Tucson, AZ 85705