I purchased a Kenmore Waterheater with 12 year warranty.
After only 2 years now, I found the Gas Module has gone out.
I followed the manual troubleshooting section and was easily able to confirm with the LED Diagnostic light on the valve that I was getting 4 flashes indicating that the Gas Module Valve needs to be replaced.
On 3/14/14 I Called Sears Parts # from manual to order gas module under warranty
The Agent stated the part was not covered under warranty
I told her to hold off on placing the order that I would call back
I called back a few hours later and agreed to pay for the part and have it shipped since I had no other choice. The agent confirmed to ship the part and quoted arrival on Tuesday 03/18/14.
I then called back to complain that the part was not covered under warranty.
I was escalated to Customer Solutions and spoke to Gearmo Assoc # 401793. He stated he did not have the authority to send me the warranty part himself, but could give me a 100.00 sears gift certificate. I asked for him to put me in touch with a manager. Gearmo put me on hold for 30 minutes and stated that he would coordinate this through a manager while I was on hold. After continuous hold on the phone, he returned and stated he spoke to a manager and straighted everything out. He advised me to refuse shipment of the part I ordered and to call the waterheater # to ask to send the part under warranty. He advised me to give them the case # and that all the managers have reference to their data base.
He stated that the reason the part was not sent under warranty initially was that I called the wrong # and that the correct number was not listed on the manual. I should have called called 1-800-366-7278 which would put me in touch with the Kenmore Sears Warranty Water heater group.
He instructed to 1-800-366-7278 and they will send me the part under warranty .
I then called the original number I had called to order the part so I could get the tracking # and carrier and cancel the part.
I spoke to Ginger, who told me that the part was sitting in pending and it was never even shipped out.
I then called the Kenmore waterheater number Gearmo advised me to call to request the warranty part be sent.
I explained the entire story once again. The guy stated he could not send the part under warranty, that only the tank is the only part covered after 2 years.
I provided him with Gearmo’s case # and he said they don’t have a way to see that. He then questioned me asking that if a manager authorized this why didn’t the manager ship the part himself. Here it is almost 2 weeks and I am back at square one.
I have been a Sears customer for over 30 years..
They have obviously changed their ways over the years.
They used to have an awsome reputation for customer service
and satisfaction.. Now all you get is a runaround and a different answer from each person you speak with. My next Appliance will certainly not be a Sears Product!
Product or Service Mentioned: Sears Manager.
Monetary Loss: $200.