Sears Service Center
Damaged Replacement Parts Delivery & Unclear Procedure for Replacement - Washer repai

In November after doing what I thought was good research, I purchased a Kenmore Elite Oasis HE washing machine and Kenmore 800 dryer. Unfortunately, the washing machine has required at least 5 service calls to date; the dryer has required two. (My previous Sears washer/dryer went almost 20 years without serious problems!)

The service repair technicians have been very professional and helpful. Early on because of problems he'd seen with my model, a technician suggested that I purchase the Sears' Master Protection Agreement, which I did. (Very disappointing, though, that I must purchase service insurance for new appliances when my older models were so reliable!)

A couple of weeks ago, my washing machine started to fail again. The service technician came and found it now requires a new drum and outer tub. On Thursday, September 23rd while I was on an errand, UPS left two large boxes on my doorstep. The larger one, containing the outer tub was torn from the top of the box to the botton of the box on one side and halfway torn on the other. Because the box is so torn, you can see the tub which is horizontally split in two on one side.

I called Sears Service at 1-800-424-2047 to report the damaged replacement tub so they could order another ASAP. The person I spoke with said he would have to have a technician come out to confirm that the part was damaged before they could reorder a replacement. I did mention that there is no doubt the tub is split and damaged. Never-the-less, he insisted a technician would have to confirm the damge first. The soonest he could schedule a technician to come out was in five days - (now, it is today—9/29/10 between 1 and 5).

This morning 9/29/10, while I was on an errand, Sears Service called and left a message. When I returned the call, the service person I spoke with told me that the technician cannot come out unless all the parts are in good condition. He asked me to read him the number of the part and said he would contact the parts department and have them call me. I haven't heard back yet.

I am not too happy because:
1. My washing machine, which is less than 3 years old, is in need of repair again.

2. I am still unclear as to what the procedure is to get the damaged part replaced... The service department tells me two conflicting courses of action. I would like to discern which is correct.

3. The lack of clarity on the procedure to get the damaged part replaced is delaying repair of my washing machine.

4. I am not very happy that UPS left a clearly damaged product on my doorstep. I am wondering if Sears and UPS don't have a procedure in place to handle such situations.

I know that we are all human and that I make many mistakes myself, so I would just like some clarity on what needs to happen to:

1. Get the big torn box with the damaged outer tub out of my entry way.

2. Get a new one ordered so that my washing machine can be repaired.

Sears gave me the address to write to... The Executive Customer Relations address at 3333 Beverly Rd. Hoffman Estates, Illinois 60179 address. I will write them, but I came across this site and thought possibly I might hear back sooner than writing a letter and waiting for a reply. Thank you so much, Karin

Company: Sears Service Center
Country: USA

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