Our Kenmore Elite Washer was under warranty. The repair person came out and saw the problem. The washer was misaligned and the drum was vibrating all over the place. The repair man said the Sears does not want to fix the problem correctly. They are maksing this fix with rubber bumpers. I being an apartment manager for some time while I was getting my MBA new better. I am a college professor now for a large university. I told the repair guy that the drum and the alignment needed to be fixed. He told me there was nothing he could do because Sears wasn't going to fix it right. They were only going to mask the real problem. He said that Sears is trying to cut costs anyway they can and this is very frustrating for the repair person. He left and said that he would order the rubbers.
This did not fix the problem and we told the repair guy and showed him by doing a small load for him to see that the washer was still not working correctly. The washer was still moving around and was not stationary. So we complained to the repair guy. He said he would take the notes and report to his boss.
I did call repair and told them of the problem and they did say they would call me back with another service date. No call was ever received and the holidays took over since this was in October.
I did call back and complained again to the service department. Then I spoke to a service operator and after she put me on hold for several times because she was speaking to her supervisor. The supervisor told her that they would honor this particular item and we scheduled a day to repair the washer.
January 13th came and a repair guy rang the door bell and said I am here to collect money. I was in shock and could not believe my ears. I called the repair number the original lady gave me and now they have conveniently lost the conversational notes and Sears promise to fix the problem correctly. Now they refuse to fix this item until I pay them the service call. I have been back and forth on hold for over 1 and 1/2 hours with no sulution.in fact Nancy the manager would not even give me the service manual that the first repair man got took from me even though the first representative and Jessie the case manager said no problem to my request.
This is just a slap in the face to a loyal customer. I have spent well over $15,000 for all of my appliances and service agreements to get this type of rude, arrogant, broken promises and now just flat out disception.
Be very careful when speaking to Sears and their repair department. Make sure you take good copious notes. Since Sears loses them so conveniently.
I would not buy large appliances from them again and am going to tell all of my friends and relatives of this terrible customer treatment and the disception that Sears has demonstrated.
Sincerely,
A Lost Sears Customer Foreve
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