Sears
Washer Repair Took Three Months, Downgraded Parts Left Clothes Wet

Over 3 months to repair a washing machine that has been on their repair insurance program for years.

-Interface with customer service is setup for redirection: Talked with people in 3 foreign countries and at least 2 out of our state. Mishandling of appointment schedules included typos, we misunderstood you, technician has family emergency, job takes two techs, tech that arrived wasn't qualified for our machine.

-Parts ordering is a joke: They ship parts to our home. They did not order enough parts (escalation rep had to put in order corrections). They asked ME if ALL the CORRECT parts had arrived. 3 months after the initial call they techs do a good, quick job of replacing old parts. Too bad, though, because what they put in were downgraded parts. Our Amana Heavy Duty Commercial washer is now a standard econo model that leaves clothes wet (I can wring water out of towels). We have another call in.

-The question: is this a legitimate business? I have paid at least $4000 over ten years w/o any calls. The invoices on the parts shipped to my home total over $1400. The washing machine is comparable to $500-$700 top loaders on today's market.
Is it really ok to hang your repair sign out, take people's money and then behave this way? And I am sure the solution will be to offer me counseling and redress when of course what's need is a working machine. This is the most ridiculous repair procedure I have witnessed in my 60 years. For me, Sears is history. I'll just put my repair insurance money into a jar. As soon as I can find the geographical location of the people I've been dealing with, a Better Business Bureau complaint is going up.

Company: Sears
Country: USA

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