To: Case Manager Jacquelyn
Blue Ribbon Service Department
From: Wanda L. Diggs-Manning
Reference: Case # 3032818
Dear Jacquelyn,
When you and I first spoke, it was about making a correction and putting my air conditioner back on my Master Protection Agreement Plan. The Master Protection Agreement Plan Office called me to continue Service on my Plan for another year or two. I reported to them the omission of one of my air conditioning units; as I do every time I renew my Plan. They apologized and like always placed it back on the Plan. They saw a note stating they could not place it back on and asked me to call your office. As you know, we have been going over this for a while.
I asked you to send a technician out to prove that both of my air conditioner and heater units were the same age, because Sears (Ted Vanago), accused me of falsifying data or machines. These four (4) items, two (2) heaters and two (2) air conditioners were all placed on my Master Protection Plan in 1998. They (all 4 units), were installed in my home by C&C Heating and Air Conditioning Company when it was built in 1993, by Westrum Development Company. To verify this information I am giving you C&Cs phone number: 1-800-564-3382. Sears added them to the Agreement because they were less than 10 years old. Somehow, one of the air conditioners kept being dropped from my Plan. Sears noted it was a clerical problem and fixed it numerous times. I have had service on all 4 units up until last July. This last phone call to me from the Master Protection Agreement Plan Office in March to renew my plan, I was informed that your Office put a note on the computer stating not to add my air conditioner. We were asked to call the Master Protection Department by Ted Vanago and if they put it back on the Master Protection Plan, the case would be closed, and we would continue to have service on all of our units. We did this, and the Master Protection Department said it was a clerical error that the air conditioner was dropped from the beginning, (years ago) and I was asked to call your Office to get it placed back on. This is when you and I first talked. Please understand this has been going on for all these years.
You arranged for a technician to check my four (4) units. During our last conversation you also stated that my one unit was too old because the technician, Steve, put a new part on one of my air conditioners and put the date that he installed it, stating it is a new air conditioner. That does not make my other air conditioner/heaters antiquated. This is one of the benefits of our having a Sears Maintenance Agreement Plan, if something goes wrong or a part is no longer made, Sears will REPLACE it. We would not place just one of our air conditioners and not the other on our Master Protection Plan, the same holds true for our heaters. This is still a clerical error on SEARS part.
We do not want to be in an adversarial relationship with Sears. Personally, I do not have the time nor desire to pursue legal recourse to resolve this issue. We have been loyal customers for over 30 years. We only want to continue to receive the same excellent level of protection for all of our appliances as we have in the past. We want you to help rectify the repeated error that resulted in this one air conditioning unit being dropped from coverage. We know that you have the capacity and capability to assist us in a timely resolution. I look forward to your response.
Respectfully
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