I initially contacted Sears last year because the knob to select the cycle on our washing machine broke. The representative said they would mail a new one and that it would arrive within 7-10 days. The knob did not arrive, after close to two months, I called them again, after being on hold for 20 minutes, the representative said that they could not find my information on their system and that they would need to transfer my call to another department, they put me on hold and waited another 20 minutes. I hung up because I was at work and could not wait longer than that. I called back a third time and the same story, I was on hold for the longest time and finally hung up because I was at work again and I was calling from my cell phone, I cannot afford to go over my minutes or to be fired for being on the phone for such a long time. Then the transmission on the washing machine broke, my husband called them in April 12 and they scheduled an appointment for 4/16/10. The technician came and ordered the parts, he re-scheduled another appointment for 4/29/10. The parts were delivered on 4/22/10. Since both my husband and I work, I had made special arrangements for someone to be there at the house when the technician arrived, but the technician didn’t show up at the time he had scheduled, he called and said he would be there between 5:30 pm-6Pm, because he was running a little late. We came from work at 6:00 pm and still no technician, I called the “customer service” number at 6:30, and the representative said that she was going to send a message to have him call me to see what was going on. He never called. I called back at 8:30 pm, this time; a recording said that they had re-scheduled the appointment for 5/3/10. I spoke to another representative and requested to speak to a supervisor, but according to him, no one was available, he said that I could call at 5:30 am the next day (Friday). My husband got up at 5:30 hoping that we could speak to a supervisor who could arrange that a tech would come on that same day. However, when he called, the representative said that he would have to call at 9:00 am because the supervisors were not in yet (of course they were still sleeping, something that my husband could not do because he was on the phone with them trying to have them solve the issue). I called at 9:00 am and spoke to another representative, who said that he could see that the appointment was canceled on 4/25/10 but he was unable to see why or by whom. He escalated the issue and sent an e-mail to have a District manager contact me. He advised me that if I had not received a call from them at 5:00 pm to call them again. But that because they are monitored, he would guess that they would contact me (yeah right). At 6:00 I called them again, I spoke to another rep who told me to call another number and request to speak with someone on a certain Unit. I called the number and the rep was very unhelpful and could only said that the appointment had been rescheduled and that they could not do anything about it, that the Unit that I was requesting to speak with didn’t have a phone number where they could be reached at. I told her that I needed to speak to a supervisor; she transferred my call to “Resolutions Center” the woman who “helped me” didn’t seem to care and said that I could not escalate this issue any further as she was on the highest Department. She said that I already had an appointment for May 3. I asked her why my appointment was canceled without any notice. To me it doesn’t make sense that if they had canceled the appointment why they couldn’t send a technician the following day, which was a Friday. Why did I have to wait four more days? For a month I had to go to the public laundry places, the three places that I went to are very filthy, and the machines don’t seem to work properly and even took my coins and did not work. I have a baby and it was disgusting having to wash her clothes there. They finally came yesterday. The appointment was between 10 to 1:00 pm, but didn’t show until 3:00 pm, when I called the “customer service” number to find out how come they hadn’t shown up yet, the rep sent the technician a message asking him to call me, but he never did. When I arrived home, he was already gone.
The way this company treated us and handled this issue is UNNACEPTABLE. They took our money right away when we bought the extended service plan, but to have them come to service our machine took them a long time.
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