05/09 our 2 1/2 year old Maytag dryer died for the second time. Tech came out and determined it needed a new computer board. When he took the front off of the dryer the seal from the front of the drum feel out. It was all twisted as if it had been off the drum for some time. Realizing this could not be reattached, he ordered a new front seal for the drum. Next tech came out to install new computer board and it did not fix the dryer. The seal for the front of the drum came one hour after the tech left. He ordered a second new computer board on "emergency" order. Third tech came out and installed second computer board and the dryer still did not work. He did attach the new front seal on the drum. He called in to where techs call, said he didn't know why previous techs didn't call, and proceeded to order a new interface board. He stated that there was a glitch in the software. He said he would come by if it was Friday or Saturday and gave me his cell number so he could install it either day when the part came. It came Friday evening, 05/24. We left a message on his cell. No response. On Saturday, 05/25 we left a message, again on his cell, at 8:02A.M., and received no response. Numerous calls to Sears Customers Solutions department over the 3 weeks we were without the dryer resulted in being left on hold for anywhere from 15 to 51 minutes. I kept requesting to have the call escalated to a manager or supervisor, and I was left on hold. At one point I was speaking to "Eric" in the call escalation department and after repeatedly asking to take one more step up the chain of command, "Eric" informed me that they all had access to the same notes in the system and they would not be able to do anything more than he could do. I stated I would like to take one more step up the ladder and with a heavy sigh he asked if he could put me on hold again for 2 to 3 minutes and he would get his team lead. I said yes and thanked him. He came back on after 5 minutes and said he was transferring me to his team lead. I said thanks. He began laughing at me as he put me on hold. Not only did he not send me to his team lead, but obviously he thought it was a hoot to send me to some random voice mail. Thursday, 05/23, we received a call from "Marcus", from Public Relations for Sears. He asked me what could he do for us because of the frustration and problem we had had with Sears service. I requested the "laundry concession" that had been promised to us numerous times, and I requested an extension of our service agreement plan for one year because of the issues with the dryer.
I stated that we felt that that was fair after the numerous parts that had to be changed and our questioning the dryers quality. He stated he would speak to the appropriate people, see what he could do, and call me back either
Friday, 05/24, or Tuesday, 05/28. I am still waiting to hear from him. I have tried to contact Sears "Blue Ribbon" department but the e-mail address customer solutions gave me is, not surprisingly, invalid. I am at a loss as to what to do next but there is one thing we can guarantee; we will NEVER purchase another appliance at Sears. We have been stalled, ignored, laughed at, yelled at, disconnected, left on hold to die multiple times, told one thing by one person, another by someone else, and yet even more by others. I have taken copious notes as regards each contact with a representative of Sears, and I hope and pray they have the guts to contact us and resolve their deficiencies and take ownership of how they have handled our cases.
0 comments