On 12/30 my Samsung washer gave me a TE error as I tried to do a load of laundry. I called Sears as I had just renewed my service contract with them for 199$. They told me the only appointment they had was on 1/8 from 1-5pm. I explained to them that there would be no one here and that I needed a morning appointment. The reps said he would look for a morning appointment and call me back. The day before my appointment I called to see if the appointment had been moved. It was then that I was told that the only request in the system was to call me if someone cancelled. I spoke to a supervisor Stephen and he told me "it%u2019s not my problem what do you want from me?" I got angry and told him "I want you to do your job!!!" I asked for his name and he hung up on me. I called back and asked the woman who answered the phone for the name of the supervisor on the floor and she hesitantly gave me his name%u201D Stephen%u201D. My husband ended up missing a day of work to be home for the service man to be here. Joe came out on the 8th and then informed us that he would have to order the part. I am still not sure why he didn't have it knowing what was wrong, but he told us to keep an eye out for the part and call in when we got it. He told my husband he would be back on 1/18 from 1-5pm. When I found this out I called sears again right away and told them that appointment time did not work and could they move it to the morning? The rep said %u201Cnot a problem I will move it to the morning%u201D I confirmed that he meant 1/18 in the morning. He said %u201Cyes%u201D. Today 1/11 the part has arrived (WOO HOO). I call sears to let them know it is here. The rep on the phone says %u201Cthank you very much for letting us know. The service company will be there on the 18th from 1-5pm%u201D. I said %u201CNooooo they are supposed to come in the morning. I called in and they changed it to the morning for me...%u201D The rep says that the appointment is in the afternoon and that there are no other appointments that day. I ask for a supervisor and she hangs up on me. I call back and get a skittish old lady who sends me to Anna in escalations because she cannot handle my tone of voice. Anna promised me the moon and stars and apologizes for the reps in repair appointments and that she will fix it no problem. She comes back with %u201Coh I am sorry but we have the 22nd in the morning if you would like that appointment.%u201D Sears has absolutely refused to take any responsibility for their mistake.
I have a husband in construction, a roommate in construction and two teenage boys. No one should have to wait 20 days for their washer to be fixed. I am going to send this to the BBB and the state of California department of Insurance. You see I am in compliance and know how to read a contract. They are out of their minds if they think they will not be paying me back the $200.00 in lost wages due to their lack of competent employees. The only thing Anna did right was give me this email address to the next level of complaint. Shc@customerservice. Sears.com I will never buy anything from SEARS again!!
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