San Luis Obispo, California
With Company response
1 comment

We purchased a 2013 SOLE E35 Elliptical on 1/23/13, delivered by Sears on 1/30/13. The delivery person showed up late, put the machine in our house and then tells my husband he does not have time to assemble it (free assembly was part of the deal) and he can't leave it!

It was already in the house! He then says he can leave it if my husband wants to put it together. My husband is very mechanically inclined so it was not a problem for him. We start using it the next day and love it, super quiet, easy to program.

5 days later we get an E2 motor error. We call Sears and they send a repair person out 10 days later. The repair person tells us he has seen this problem before with Sole but once he orders the parts (motor, computer board and cable) it "should" be fine. The parts were suppposed to come in two weeks, it too a month and then another week for the repair person to come back who then informs us the wrong parts were sent.

At this point we are DONE with this machine and Sears. I call and email to say we want to return it and I am told I will hear something within 48 hours. 72 hours later no call, so I call again, I am then told that we need to return the parts first before they can pickup the machine. We send back the parts and I call again to be told they COULD have scheduled the pickup WITHOUT the parts having been received and I will get a call in 24 hours to schedule pickup.

48 hours later - NO call from Sears. I call again and am told they do not have record of it needing to be picked up by home delivery and they will send someone out on Monday 3/25/13. The home delivery guy shows up today - late and tells me he sees a lot of this brand returned! Also during this time I was sending emails along with the phone calls and it is the same "canned response" each time.

My last call I told the person I wanted it escalated to a manager and they would NOT get a manager or supervisor on the phone. We have been Sears customers for over 20 years and this is the LAST thing we will ever by from them!

Product or Service Mentioned: Sears Repair.

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Sears Response

Dear Sole E35,

We are terribly sorry for the frustration and inconvenience you have encountered with your elliptical. My name is Misty with the Sears Care team and we would like to speak with you about your recent experience. At your convenience, please send the following information – contact #, screen name I assigned to you (Sole E35), phone # used at time of purchase to

Thank you,

Misty H.

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