Sears
Repair Problems - Kenmore Washe

My Wife and I pay good money for you to make sure that our washing machine works properly. We noticed a noise and called for an appointment on the 17th of February. The appointment was set for the 20th of February. The Technician came out and had to order some parts. It took two weeks for the parts to arrive. The technician arrived on the 6th of March. He then came to the conclusion that he needed another technician to help. On March 13th the technicians arrived to put in the new parts. That is when the real problems started.
Repairs were done while I was taking a nap. My wife signed their paperwork at about 10:30 and left the house to do some errands. I came out at 11:25 to find water all over my service porch, leaking into my garage out the driveway and into the street. My original call was at 11:30 to report the problem. I was told that the technicians were called and would be calling me for a return time to Diedra. I then turned off the water to our house.

At 1:19 by Henry and I was told the same thing, except that I was informed that it was being escalated to the next level. (Whatever that means) At 1:45 my wife called to report that we had had to turn off the water and could not flush our toilets, prepare food, shower, brush teeth, or any other things that everyone needs to survive. She also put in a damage claim. She was also told that it had been escalated to the next level. (You must tell your people to use that word to placate your customers.)
At 7:37pm I called again and was told that all I could do is call back on Monday. The exception in this case is that the technicians had the prerogative of not finishing their route. He also told me that it had been escalated to the next level. (I got warm and fuzzy over that one)
So here I am on a Saturday night with no water and a huge resentment with the Sears repair department. You can expect that they will take your money and do the work on their time, rather than at the convenience of the customers.

At 11:30 pm, our son can over to turn off the valve behind the washing machine, since I am a 60 year old disabled veteran.

Company: Sears
Country: USA

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