My dryer became nonfunctional on the evening of Thursday May 31. I immediately called the number on my protection agreement on friday morning. The Sears representative refused to send a technician, insisting instead to send several parts to repair the dryer based on my description of the problem. I was guaranteed the parts in 2 or 3 business days and given an appointment date for wednesday, June 5th. When the parts failed to arrive on tuesday, I telephoned Sears to ascertain the UPS tracking information. I was told the parts would be arriving on thursday June 6th. Based on this information I was given a new service appointment for monday June 10th. I pleaded, to no avail, for either a friday or saturday appointment and was told my wednesday appointment was being cancelled. I was told the new policy was that I had to have the parts before a serviceman would be sent to the house. The concept being to reduce the number of unsuccessful first fix attempts, because the necessary parts were not on his truck. The new service date would make it 12 days without a dryer. I was also told that my agreement indicated I could have a temporary dryer during this period. However, in order to get the temporary dryer a serviceman would have to make a service call and if he ascertained that the dryer was actually broken I could receive a temporary dryer!!! Luckily, the technician came on wednesday, unaware that your staff had cancelled the appointment. The dryer needed two small coils, which he had on his truck!!! The technician was excellent, which is the only positive aspect of this entire ordeal. Guess what, a total of 4 parts that your staff was making me wait for arrived on thursday. However, none of the 4 parts were the correct part to fix the dryer. I find your policy of making the customer wait for parts that your staff is guessing will resolve the issue ludicrous and dreadful customer service. I find it hard to believe that the CEO of Sears is that stupid to approve such a customer unfriendly policy. Might stocking your repair trucks with a better assortment of repair parts be a better policy. The purpose of purchasing a service contract is the elimination of the inconvenience of being without a necessary appliance for a lengthy period of time. The experience should not be a nightmare. I made many futile calls, and none helped me to my satisfaction. Sincerely yours, Rose L. Gentle 609-443-4326 [email protected]
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