I have been a Sears customer for over 20 years and I am sad to say that I am highly disappointed with the company.
On March 24 I brought my car in for servicing at the Augusta, GA mall store. Upon arrival I explained that I needed to have my struts replaced and that it would be covered under the lifetime warranty I'd purchased on my tires and struts from Sears Automotive on Augusta West Parkway (store now closed)
However, to my surprise I found out from the managers that my information was not in the system, which meant the warranty that was purchased for this type of service would not be honored without the initial paperwork.
I explained to the managers that I had never had to show any paperwork to have work done on my car. It was always pulled up on the computer system by using my name.
I explained to the managers that prior to the closing of the Sears store on Augusta West Parkway, the managers assured me that the Mall location would be able to access the history of warranties and repair work done on my car at that location.
Apparently that is not the case because they would not honor any warranty if I did not have the initial paperwork. As I was standing there they kept servicing customers without ever asking for any paperwork (just by pulling the information up on the computers).
So they refused to honor the warranty. So when I asked why was my information not linked between the stores and the response I got was, "Sears stores computers do not share the same data base and if you do not have a receipt of the warranty and the previous store has closed, you information is lost."
When I asked them to provide me with a contact number or someone to explain to me why is it that when a store close customers information is not shared with other stores. Well, guess what I did not get what I needed.
I have spent money on warranties for tires, struts, household goods, and lawn equipment with this company for years.
I call the customer service line asking for help to located the files from the closed store and explained the situation. Still, no help. I have sent a certified letter (date April 4) to the President of Sears Alywyn Lewis asking for help and have not gotten a response (as of May 7)
So now I am wondering how many people in Augusta, GA who had purchased warranties at the closed store are not being honored without the inital paperwork. I am also wondering about people across the nation that is not aware of this practice that Sears use. CLOSE A STORE AND DATA IS NO LONGER AVAILABLE TO OTHER STORES.
I am still without struts on my vehicle and upset because a company will not cooperate.
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