I am writing in reference to a HP Craftsman garage door opener we purchased for our home in 2007 from our local Sears store at Post Oak Mall in College Station, TX. We had the garage door opener installed at our house by Sears installers, and even purchased the 3-Year Extended Warranty Service. We have had the opener checked annually with no apparent problems.
We first experienced a problem with the opener on February 11, when the door wouldn't open. We called for service and were told by Alex that we needed to replace the springs on the garage door. We thought that odd, since we had replaced the springs when the opener was installed, just two years ago. We called Overhead Door, a local garage door manufacturer and installer, and were told by their personnel that the springs were fine, but that the garage door opener had been installed improperly. He pointed out three things that were done incorrectly, as per the opener's installation manual, and said he was surprised it had been operating for two years! He gave us a written receipt to that effect and told us to call Sears service back out. We have not been able to use the garage door all this time.
We have now had six people from Sears come out and look at this garage door opener, and two of those have told us that it was improperly installed and it should be replaced. One of them did not speak English, and had to get a translator on the phone to explain his diagnosis. The last person to come out a week ago, head of installation Robert Peterson, was extremely rude and told us the other service people should not have told us that it was incorrectly installed specifically that they should not have opened their fat mouths or something to that effect. They have all repeatedly opened and closed the garage door, often forcing it, until it is now bent and has developed a split in the sheet steel. Mr. Peterson bent it even further, and left it open for us to close by ourselves, which is extremely difficult. There was nothing physically wrong with our garage door before this appliance failure! Now we may be facing replacing the entire door!
The problem remains that I have a garage door opener that will not open my garage door, and a steel garage door that has been damaged by Sears personnel. I have repeatedly called my local store to find out what Sears is going to do about this, and have not received an answer, or even a courtesy returned call. Both of the ladies I have spoken with recently on the phone now seem to be permanently out on vacation and I can't get anyone to return my calls. I have spoken with the managers at the retail store, at the service center, and at the 800 numbers. One day I spoke with nine people on one phone call; they just kept passing me off to the next person and, of course, the last one said, We will get back with you. Well, guess what? No one has, again. This is not only frustrating, it has inconvenienced me considerably in taking off work to meet them each time someone comes to the house. It has now been over a month and we cannot use our garage door!
Frankly, I am extremely disappointed in this treatment, and feel that my purchase of an extended warranty on this item may not be honored or worth the money I spent! I have even contacted BBB and filed a report which Sears seems to be dragging there feet on that as well and never reply in a timely manner. They have asked me to close the case which I replied to stating I would not until they fix the problem. Sears Business cards and ad's say...
Sears Quality Promise to:
Do it right the first time
Keep our promise
Knowledgeable courteous service
Continual process improvement
Satisfaction Guaranteed
I have not had any of this from them and would appreciate any help to solve this problem.
Debi
Bryan, Texas
U.S.A.
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