Sears
What's Customer Service?

Two years ago I purchased a new hot water heater from Sears. Last month when I noticed pooled water around the bottom of it I contacted Sears for a service call. I was told that they do not do service calls on leaky water heaters and immediately hooked me up to get a new one - after I paid $410 in installation fees. After the new one was installed the installer came up from my basement and said "your old water heater wasn't leaking, it was the furnace - but I changed the hot water heater anyway." What? I'm not a plumber. I called the professionals hoping to get a professional. The professional response would have been "the water heater is not leaking it's the furnace. Would you like me to set up a service call for the furnace?" Had I not felt ripped off the first time around there's no doubt Sears would have gotten more business from me. Not anymore.

Company: Sears
Country: USA

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