Had mower serviced 4/7/01. As part of the service, battery was replaced even though the old one had no problem.
Since then, the battery has been replaced six/seven times.
Last time, 8/15/01, new part was installed. I was told if this didn't work, the mower was going to have to be replaced.
On 9/10/01, the battery was dead again. Called Sears... The rep told me Sears would contact the insurance company, National Products Care, and start the process to replace the mower.
Followed up on 9/18/01 by calling National Products Care (NPC). They had heard nothing from Sears. Called Sears again; was put on hold and then told this rep had made arrangements to have a tech call NPC and to give them a full day to get this done.
Called NPC on 9/21/01.. They had heard nothing from Sears. Called Sears and talked with supervisor, Michele, who contacted the "Unit", the technician's dept., who would have the tech call NPC. Michele said she would call and leave a message on my answering machine that day, Fri. She did not.
Sunday eve, 9/23/01, there was a msg. On my answering machine from Cindy, at Sears, with the information that NPC doesn't cover batteries. Called the Sears line to find out what was going on that would cause NPC to give that kind of information. Got a rep named David, who put me on hold and we got disconnected. After a short while, I called back to find the office was closed.
On 9/24/01, I called the Sears line again, talked with Michele, the Supervisor, who informed me I need to talk with the "Unit" people; she transferred me to them. Spoke with a woman in that dept. Who now informed me that I have to call back on the Sears line, make a new appointment to have a tech come out and see if he can repair the mower. Then he has to be the one to call NPC. I called Sears, who made the appointment for today. Just got a call from David, at Sears, who stated a tech called in ill today, so they didn't have anyone to give the ticket to, so made the appt. For tomorrow, Tues., 9/25/01.
0 comments