Sears
Washer Repair Appointment Lost in System, No Order Number

Ok, from reading this website, I am not alone and others share my opinion, I am not purchasing anything else at Sears. On Februay 20ll, I purchased a Kenmore Washer. On October 12, I was having problems with the washer. I called the repair line and the lady that answered (Berthe) said the system was down and she would manually enter the information when the system come up and she could not give me an order #. She scheduled the repair appointment for 2/12 between 8-5. On the 12th I called to confirm but to my surprise they had no record.

I spoke w/Valerie (Vally) who informed me that she will get it taken care of, apologized. Put my call on hold and said she contacted the Routing Officer (William) and he was looking to see who was in my area. Informed me that he would call back in an hour. She could not give me an order# but he would.

After almost 2 hours I called back to see the status of the repair. This time spoke with John who transferred me to Tiffany (both was nice but no help). Neither did not see anything in the system. Tiffany put me on hold and said that she contacted the Routing manager and they would contact me in 24-48 hours. This time she gave me a case # which I am sure would be worthless when I call back. They are saying that they are looking for someone in the area.

What I find hard to believe is that I live 20-30 miles from 4-5 major cities. Nor do I understand that no one notated their information (so each one says) in the system but they can see the times that I called. The 1st and 2nd representative said that the cold water valve was stuck but no one could come and fix it. I asked could I call a repairman and submit the bill to them they said no. I could have gotten someone out her last week in less than 48 hours and the problem would be settled. I cannot keep waiting here and calling for hours at a time just to get someone out to fix my washer. At the age of 75, I can honestly say that I have not witness such customer service in the past from any business.

Company: Sears
Country: USA

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