PORTLAND, OREGON -- Had a great experience in the store, but the entire delivery process was a nightmare. Ultimately, the drivers left our brand new washer and dryer outside in the rain for us to deal with. It was clearly explained to us at the time of purchase that the drivers would move our old units, put the new units in the laundry room, and haul away all of the cardboard/Styrofoam that the new units were packaged in. None of this happened.
When we spoke with the delivery manager, his solution was to offer that the guys come out six days later to finish their job. He wanted our new Kenmore Elites to sit outside in the pouring rain for SIX days! We were fearful that the units would get damaged so we had to have friends over to help us move all the necessary units.
The delivery guys finally called to come set up the units. I explained that I didn't need help setting them up, but they needed to come pick up the packing material so I didn't have to pay to go to the dump. They gave me their two hour window that they would arrive by, but they flat out never showed up.
Speaking with Sears corporate has been the worst process of it all. They don't seem to care about our experience and each time I speak with them, they seem more disinterested. In fact, their solution was to offer me 10% off my next purchase (Imagine my disgust when their only resolution was for me to order MORE merchandise for them to dump at my house. Thanks, but no thanks).
I am horrified at the lack of customer service. I'm only asking them to do the job that was clearly outlined to me, but apparently that is too much to ask. BUYER BEWARE! They may not follow through and have no interest in correcting any issues.
I ordered a gas dryer online. When it was brought to me not all the extra parts I also bought came with it. The delivery man said the parts was not on his list and for me to call customer service. The first time I called and told them what happened they said they will ship it right out. Well a week went by and nothing came. I called again and they said "give it a few more days," well another week went by and still nothing. I had to go to my local hardware and get the parts myself.
I called Sears and said I need a refund. They said it will take 7 to 10 days. It has now been 2 weeks still waiting on a refund. I will call back and let them know right off how unhappy and mad I am. Save yourself a lot of stress and never order anything from them online. All this has been going on for a month now.
HUFFMAN ESTATES, ILLINOIS -- Regarding Kenmore Elite Oasis HE Automatic Washer model # 110.28062800 and Dryer model # 11078062801. This is how my complaint went about this no good set that we paid $ 2074.03 for. BUYER BIG TIME BEWARE. On December 26, 2008 we purchased the Kenmore Elite Oasis HE washer and dryer mentioned above. We paid $2074.03 out the door for the set. We were told they were the top of the line best set out there for our needs ie doing a lot of laundry for a family of 4. The dryer began giving us problems by February of 2009 with different codes coming on the panel. Sears sent service out to check it and the dryer was replaced.
In April of 2009 had to call Sears again on the brand new dryer the codes started coming on the panel service comes out and their comments were "CK operation and connections to control unable to verify problem". Service came back in July of 2009 and the Technician comments this time were "Unable to diagnose: was unable to duplicate complaint at this time. Checked air and temp. OK". The request for service both times were because a load of laundry had to be dried three times in order for it to be completely dry, again with codes coming on the panel.
Finally in February of 2010 the clothes while drying a short period of time were too hot to touch, I am thinking this cannot be safe. I call Sears and am informed that it is no longer under warranty. The warranty ended with the first dryer in this house which meant the two years was up in December. Not February when the dryer was replaced with a new one. I figure I am not going to pay a high service call along with parts to fix it. I just watched it close so the clothes would not catch on fire and basically lived with it.
Now my washing machine is junk too. It became so loud while in any cycle and the spin cycle was louder yet. Under the machine I find this oil ring made when the tub was in the spin cycle, photo's enclosed. Thank god that was on tile and with a little rubbing it came off. And right after that the machine started to leak warping my floor molding next to it, it was a mess to say the least.
I called Sears about my washing machine making loud noises back in October of 2011 and I was told no longer under warranty. The beginning of January of this year I call Sears again to see if maybe the cost would not be so much to fix the washing machine and they then told me the warranty had just expired and had no record of me ever calling in back in October of 2011.
I started looking online in November of 2011 to see what people were saying about the washer and the set, just to see if maybe this was just my bad luck, I was shocked to say the least there are thousands of complaints about the washer and dryer. Complaints dating back to 2005. Many unhappy customers who had pretty much the same issues when it came to codes on these panels etc. I start getting warranty stuff from Sears on the washer as I said so I look again in January what kinds of issues and problems the public has had.
And today some more research. OMG it is crazy, many more consumers complaining. Enclosed you will find copies of some of what I found. Scary. I cannot believe we paid $ 2074.03 for a brand new top of the line washer and dryer, with the dryer being replaced within two months, and they have both failed all within 3 years. We have now purchased a brand new washer and dryer from Best Buy. The Sears set is sitting in our garage when asked if we wanted it hauled off our answer was NO. I need this set as proof of the hell we have gone through owning an expensive washer and dryer from Sears.
To resolve this problem, I would appreciate my money back and for Sears to come and pick up these machines and study them, figure out what is going so wrong with this brand. Copies enclosed as stated above, along with receipts. Also you will find an extra letter on more of Sears products that have failed for us. I do not know what this company has become but I am not going to settle for a washer and dryer set failing so badly in such a short period of time. IT IS NOT RIGHT.
I have to add, my mother had a Sears washing machine for 35 years. It started rusting in places but worked perfect NEVER SERVICED. Do you know what did it in??? Water in her basement after a bad spring snow melt. And I have to mention this also... She still has the same Sears Garage Door opener installed in 1973. Same controls that are now held together with black tape. Has never had it serviced. My point Sears used to be good. It was a household name that meant something. You could depend on Sears for everything and trust it to last. Maybe not for 30+ years in today's world but a little better than 3 years.
Today's Date April 27, 2012 I got a call from a representative from Sears two days ago on behalf of ** as he will not respond himself, I was told. So very sorry about all of this but unless Sears comes out to repair and repair and there are service calls and service calls there is nothing they will do about this. Whereas if there were techs out at our home constantly the machines would have been replaced. I ask how come there is no record of my calls on the washer??? She could give me no answer other than sorry. WE WILL NEVER USE SEARS AGAIN. ALL DONE. VERY EXPENSIVE LESSON LEARNED.
LITTLE ROCK, ARKANSAS -- I bought a Kenmore Dryer, 3/31/07 on sale for $399.00 because after 30 years of doing business with Sears I trusted their product and their service department. After the added charges of delivery, installation, taxes and $10.00 fee to haul my old dryer away my bill came to $526.00 for a dryer I could have purchased somewhere else cheaper. When I purchased the dryer the salesperson ask me 2 times what kind of plug-in the dryer would require. 2 times I told him a grey wire 3 prong. It took 10 days for delivery. When they delivered the dryer they had the wrong plug-in on the dryer, they brought a dryer with an L plug.
Instead of taking the dryer back and bringing me the correct one, they told me they couldn't replace the plug-in because they weren't electricians. I can understand that. That's why I order the dryer with the 3 prong, so I wouldn't have to deal with this. They sat the dryer down, and left, with me to have the correct wire replaced and for me to then install it. My son did replace the plug-in, no problem.
However, they did not set the dryer and in the space provided for the dryer. There was NO way I could attach the vent hose and get it in the space. It stuck out into the hall and the doors wouldn't close, so I called Sears delivery. After talking to the third person, being told they couldn't come back out for yet another 5 days I said, the dryer is sitting in my hall way. So I ask them to just come pick it up and I'd return it, that too would have transferred me to another department for scheduling a return pick up.
At that point my phone died, yeah good day, so I called back only to get someone new, in another state, and the process started all over again. After 1 hour of being transferred from person to person, department to department I just hung up and called Sears where I purchased the dryer. I told the girl my story again. She said I needed to speak with the manager of Appliance department but he wasn't in but she would have him call me we he arrived.
She called me back later to tell me he wouldn't be in but she had spoken with the Store Manager. His suggestion was that I call and get someone else to fix the problem and they would give me a gift card. Excuse me, they wanted me to call someone else, pay again for someone else to fix their problem and they offered me a gift card.
The bottom line is: Sears doesn't care, they no longer care about the consumer, or the job of their services people. The service department only does what is just expected of them. Managers no longer take the responsibility of the standards of their people or their job. Sears no longer takes the responsibility for it's product or for the people they hire.
PLANTATION, FLORIDA -- Don't be mislead by a low price quote on parts - Prices charged by service tech are higher than prices quoted by customer service. When I complained about this, customer service stated that the tech can order parts from different vendors. The tech said the computer puts in the prices and they have not control.
You will be billed for parts and service on the first service call. If the tech does not have the parts, they will still bill you for the parts and service on the first call. They will then ship the parts to you. You will then be stuck with the parts, and the service tech may never come back to install the parts. They will refund the price paid for the parts, if you send them back. The service fees are NON-REFUNDABLE, whether or not the repair is completed.
They never arrive on time and often don't show up for appointments. Techs are overbooked and will call you to try to cancel/reschedule. If you don't reschedule, they just won't show up or if you're lucky they'll show up late. I had 3 appointments scheduled. The first one was for 1-5 PM. At 4:45, the tech called and tried to reschedule saying that most condos don't allow repairman in after 5. I told him that was not the case and he arrived at 5:30, WITHOUT the required parts. A second appointment was scheduled for a date 2 weeks later, between 1-5 PM.
At 4 PM, I started calling customer service to check the tech's status and they assured me he was on the way. For the next 2 hours, I called every 30 minutes and was repeatedly assured he was on the way. At 6:20 PM, customer service called me to reschedule. No appointments available, until the following week. The third appointment was scheduled for 10-2 window.
At 1:45 the tech called to tell me he was running a little late, would I like to reschedule. I told him NO and he said he was on his way, but never showed up. I repeatedly called customer service who reassured me he would be there. At 4:45, they told me that he had been there, but security wouldn't let him in the gated community. I don't live in a gated community. It is a high traffic condo/hotel and security does not monitor entry to the building.
Customer Service is unable to contact techs, they can only send them messages asking them to contact the customer. Techs and routers (dispatchers) ignore the messages and the customer is left waiting. Customer service will give you the runaround, transferring you to Customer Solutions who will just tell you that the tech will call you or is on the way.
Customer Service will tell you that the tech will call 30 minutes before arrival. Don't believe this. I was later told by Customer Solutions that this is not correct and they may or may not call you. You need to be home waiting for the tech. Be prepared to take a few days off of work. If you complain enough, they will offer to send you a $25 Sears gift card, but I never received it. Even if I did get it, $25 is not near enough for all the time and energy wasted!!!!
I will do my very best to be brief. I will not be purchasing anything at your store or online any more. My wife and I purchased a great GE washer/dryer set last August (delivered Aug 21 as a matter of fact). And until this past Sunday, Nov. 15, they both worked great. I am happy to say the dryer is functioning well, still. However, the washer would not spin the clothes.
I called the repair center and set up a time for a tech to come to the house. I was informed on the phone, and with two courtesy calls, the tech would arrive at my house on Thursday (today), Nov 19, between 8am and 12pm. I usually love being able to take a half day off from work, but my wife and I are traveling and will be out of the country starting Thanksgiving day, and I do have a lot to do. So, I worked from home this morning.
The tech arrived at 1:45pm. I called three times and was told a message would be relayed. After 20 minutes, the tech informed me that a part was needed, and it would arrive in 2-3 business days (at the latest, next Tuesday). I would then need to call and schedule another appointment, which could take 6-7 business days (Thursday and Friday being holiday next week). This solution does not help me to wash my clothes.
I let him know that was a bad plan for me. I purchased the washer/dryer to do a job, and it has broken WITHIN THE 90 DAYS RETURN POLICY I have been given. I want another washer. We can simply replace the washer. The tech informed me that I would have to call and set that up, he didn't have the authority to okay that move.
So I called. I spoke with two different ladies. The first one quickly transferred me to an "Escalated Representative." I vocalized my issue. She informed me that I had no choice but to wait for the part, and if I am unhappy, I can write a letter to the corporate office. Again, these solutions do not help me wash my clothes. I then went to the Sears store I purchased the washer/dryer from. I talked with ** (MOD). He talked on the phone with someone (his direct report, I believe). He did his best to get clearance to have another washer delivered so I could wash clothes. After all, I called in the problem before my 90 days return was over. Denied.
** then called and made the part shipment a priority with the warehouse, and told me he will try to next day this to my house and get the repair completed as quickly as possible. He apologized for Sears' policies and procedures, and basically did not defend his company when I said: "It seems Sears has my money and that they are more concerned about serving their processes and policies rather than me. No one has really cared that I have clothes to wash and I trusted Sears' products and services with my money to do that."
** then did what he could do and gave me some money to wash my clothes before my wife and I leave the country next week. ** heard me and did what he could do. ** was awesome. Sears, as a whole, has disappointed me. On Sears' corporate site, this statement is buried two clicks away from the home page: "Sears Holdings is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. In our associates we value teamwork, integrity and positive energy. Our culture is defined by a clear vision, mission, pace and values."
I officially call bullcrap. **, the manager on duty at the Marley Station Mall store in Glen Burnie lives up to that. But no one else at your organization, that I have interacted with, cares about that statement. I will no longer walk into your store or come to your website. I was not heard by your "escalation department" (really? you really call it that? the mere fact that you have to have one of these says a lot), I was not valued by your policies or processes, and I was undermined and tricked into believing you were someone you cannot live up to becoming.
I sent this email in on the Sears.com website as well. I also sent a copy to GE. I do not care for a reply that let's me know I have been heard, for unless there is a genuine response that inquires and cares about the failing processes within your company then your communication with me is moot. Maybe someone in middle management or someone that actually cares about the mission and vision of your corporation will read this. That is my hope. I will also blog, face book, twitter, and paste this response with all my social networking sites (that's close to 1000 people in all who follow). Viral information is so cool.
COQUITLAM, B.C CANADA -- Let me start by saying I have never dealt with a more difficult company in my life. On June 25th, 2009 I went into Sears and purchased a Kenmore stacking washer & dryer (apartment size). While in the store the sales person ** seemed to know what he was talking about, he explained about the type of soap to buy, and he sold me the required Bits and Pieces. I picked up hoses and he told me I didn't need them as the hoses come with the washer. I gave ** all of the delivery information and two contact numbers my cell phone number and my mothers home number as I was moving into a newly constructed building and the door buzzer had not been installed.
The delivery date was scheduled for July 3rd, between 8:00am and noon. I waited for their arrival until about 2:00pm then called Sears to inquire why they hadn't been delivered my washer & dryer and was informed that they had been to to my address at 8:00am and no one was home. I stated that I hadn't received a call on my cell nor had my mother.
Sears informed me that they had attempted to phone me on my cell phone and they had also tried to contact my mother by phone and did not get answer so they left and message with reception. (What reception I live in a condo). I checked again with my mother and she was home and had not received a phone call from Sears. I found out that the sales person had written down the wrong cell phone number.
Hear we go. I asked that they return to my address and deliver the washer & dryer as promised, as this was not my fault! I found out very quickly they were not prepared to return and make the delivery as promised on July 3rd they were however willing to set-up another delivery date (isn't that nice of them). I explained to her that I work and that I had taken the day off in order to be available for the delivery.
Even though I explained my position to this woman several times, that I worked and the only time that I would be available to except the delivery would be on the following weekend. She said that they could not deliver my washer & dryer until the end of JULY. Feeling totally unheard and realizing that this was not about customer satisfaction but what was best for Sears, I started to get angry that's when she hung up on me.
I phoned the store and found out that without my consent a delivery date was set up for JULY 8th between 5:00pm & 6:00pm (I work until 5:00pm and don't get home until 6:00pm). The store was equally unhelpful and tried to convince me that I was wrong about the delivery dated because their records showed that the actual delivery dated was July 8th.
I finally got a commitment from them that they would deliver my washer & driver the following day Saturday July 4th the first delivery of the day. They showed up at 9:00am on July 4th brought the units up to my suite and promptly told me they couldn't install them because the hoses were to short and by the way these hoses are not recommend for condo's. They said I would have to go to a hardware store and buy hoses (the same hoses I had in my hand in the store) and set-up another installation date. They dumped the washer and dryer in my living room and left.
Again I phoned trying to get serves and express my frustration and was getting nowhere very quickly. I finally get hold of someone named ** in there CUSTOMER I DON'T CARE DEPARTMENT and he was a bit more helpful and offered to credit me my delivery cost and give me some gift certificates (Big Deal). I told him I would think about it, because I was considering returning the washer & dryer. He told me to call back when when I made a decision.
A little while later I attempted to contact ** only to find out that Sears has 3 call centers, and they have no way of talking to one another. I was informed that I would have to continue to phone the Customer Care line until I got the Brampton, Ontario call center. WHAT'S WRONG WITH THIS COMPANY!!!!!! (Oh don't raise your voice or you'll be told that they don't care for your tone of voice). Stupid me; I bought the hoses and set-up another installation date and now have wasted 3 days, 2 of which were vacation days that I'll never get back.
When they return to install the units they informed me that the plug on the dryer was to short to reach the wall plug and that they would not be able to install the units until I have the wiring moved (in a brand new building) "I don't think so". The building manager came up and said that the wiring couldn't be and won't be moved and that they needed to figure out away to hook them up.
They figured it out, they left the washer & dryer in the middle of my hallway in front of my front door so that I could only open my front door wide enough to slide through and they walked away. Here's the kicker I have yet to hear from Sears and I writing this July 23rd, 2009 a full 3 weeks later. FOR ALL THEY KNOW THE WASHER & DRYER COULD STILL BE SITTING IN MY FRONT HALL WAY.
In the end my building manager hooked-up the washer & dryer and moved then into there place. Without moving the electrical. If you like stress, inconvenienced, and being treated with disrespect Sears is the store for you. I will never shop at Sears again and will continue to tell my story to anyone who may be considering buying anything from Sears. I have a question for Sears and their investors how long do you think you can continue to provide this type of service and stay in business?
TULSA, OKLAHOMA -- I called Sears appliance service to fix my Kenmore washer, my microwave, my oven, and my dishwasher. The first appliance man took the control panel off of my microwave because the buttons were not easily functioning and put a replacement on for me to use in the meantime. It did not work and he didn't have any others with him so when he left, it didn't work. He took the mother board off of my stove because the lights on the digital control panel had dimmed. The replacement mother board he brought with him did not work because he discovered a wire connection had snapped when he took off the control panel.
He told me no lights would show when the wire was broken but I told him it was working very dimly when he arrived and I even showed it to him when he got there. His reply was that it must have been a coincidence that it just snapped when he was there but it didn't occur when he took off the control panel. By this wire not being connected, my oven now did not work. When I told him I needed him to return my oven to an operable function since it worked when he arrived and wasn't the problem I called him for, he said he couldn't because he didn't have a replacement wire with him and he would have to order a replacement wire.
So within one visit, I'm out of a microwave and oven which both worked fine despite having hard to punch buttons and at the end of my service REPAIR call, neither work! He then told me he didn't know how to fix the broken plastic piece on the bottom rack of my Jenn Air dishwasher even though their ad in the phone book said they fixed Jenn Air products so I would have to ask someone else about it. He then told me that the problem I had with my Kenmore washer - the fabric softener was clogging the dispenser area and was not draining into the washer - could not be fixed and I was told to stop using it and start using a fabric softener ball instead.
He didn't even try to dismantle the washer and fix it but just told me that was my only fix. He then left leaving me in worse condition than before. The parts were ordered and days later, the second repair person came to install the control panel and mother boards but discovered when he arrived that both parts were broken straight from the manufacturer. When I pointed out the previous service guy had said the wire was broken, he said the broken wire had nothing to do with it and order another control panel which I don't think was broken but he refused to accept the problem could have been the broken wire.
Days later, when the third repair person came to replace the broken parts again, again, they said they had broken replacement parts that weren't working and he was convinced it wasn't the broken wire on the oven. And I was surprised to see that again, the microwave part arrived not working from the manufacturer! After over a frustrating month of not having a working microwave or oven, I called another appliance company. The service man used the last mother board that was sitting by my front door waiting for its replacement to arrive along with a broken wire to fix my oven within 10 minutes!
The mother board wasn't broken and it was indeed a snapped wire that was the culprit all along. Without me even saying anything, he asked if someone tried fixing my oven before him because it looked like someone had snapped and pinched the mother board on it. He also used the control panel I still had and he was able to fix that within 5 minutes. Further, he fixed the dishwasher with parts in his truck and told me my washing machine could be fixed and I shouldn't settle for having to use a fabric softener ball as the answer to my broken washing machine.
He didn't fix this because I was running out of money after having to pay for each Sears service call and the broken parts over and over. I ended up paying for the repeated service call and the control panel and mother board that weren't broken on top of the second appliance company's service call for a grand total of almost $700. I tried to negotiated these repeated service calls that I didn't feel I should have to pay for with Sears but the local office refused to consider my issues with this nor negotiate with me. I wished I had used a different appliance center right off the bat and avoided nearly 6 weeks of a broken kitchen.
I wrote a letter to Sears and talked to two service reps. I received a canned letter saying my concerns would be considered. The first customer rep said I couldn't prove that Sears broke my appliances (despite they worked before they touched them and didn't when they started working on them) and I should expect some down time with a broken appliance (down time of the original problem I can deal with but making it worse I cannot). The second rep basically told me I didn't have a leg to stand on and that I should consider hiring an attorney if I wanted to recoup the nearly $450 worth of service expense to Sears.
MASSACHUSETTS -- I am writing to express my extreme displeasure with the service I have received from Sears in the purchase and upkeep of the appliances for my new home. When moving into a brand new home, we had quite a few appliances we needed to purchase. Without hesitation, we chose Sears as I had a good experience with purchasing a stove, my first appliance purchase, at my previous home. We needed to purchase a refrigerator, a washer, a dryer, a lawn mower, and other smaller household appliances.
When choosing a washer and dryer, we spent more money figuring we were going to get a higher quality product. Because of the nature of his work, my husband uses the machines very often so we figured the convenience and efficiency would be worth the extra money. We bought an energy efficient Kenmore washer and dryer. As it turns out, we had better luck with the cheap stackable washer and dryer my husband had for four years previously.
Eight months after moving into our new house, the dryer stopped working. I called Sears and the first appointment I could get was almost two weeks later. I arranged a repair appointment for between 1 and 4 pm and rearranged my work schedule so I could be here for the repair. When the repair person arrived, he informed me that a part needed to be ordered and I would have to again schedule a four hour appointment block. That appointment was again two weeks away.
The second appointment arrived, and when this repair person came he found that of the two parts ordered, only one had arrived. Not only that, but the original order hadn't even gone through, but no one had checked to see if that was the case. So he had to reorder the part, and again I had to set aside four hours to wait for a repair, a week and a half away.
The repair was scheduled for July 12. Today, July 11, the part has still not arrived. When I called Sears' customer service number I spoke with Diana. I explained to her my frustration. She was extremely rude and condescending to me. The one piece of information I did get from her was that the part, ordered on July 2, was not sent until July 6 and can take ten days to arrive.
I once again called and asked to speak to a manager. I spoke with Manny who told me my part would arrive either tomorrow, July 12, or Friday, July 13. He suggested I keep my appointment for tomorrow in case the part arrived tomorrow. I pointed out to him that my appointment was at 8 am, far too early to expect any mail. When he went back to the computer to find an appointment, the earliest appointment he could schedule me for was July 23, another two weeks away!
This is completely unacceptable. Each mistake that has led to the problems repairing my dryer was made by an employee or vendor of Sears, however my family are the ones who are impacted. We will have been without a clothes dryer for six weeks and I have been informed that there is NOTHING Sears can do to remedy this situation. I was informed that there was no possible way to get a part in another manner, and there was no possible way to schedule an appointment earlier than the 23rd.
I have always been a supporter of Sears. I wrote a letter of praise after buying my first stove at Sears five years ago because I was so happy with the customer service I received at the store. A lot has changed in five years. I can assure you that my husband and I will be looking at the many other options available to us (Home Depot, Lowe's, Best Buy) when we need to purchase any home appliances in the future. I will encourage my friends and family to do the same.
BLOOMINGDALE, ILLINOIS -- On Sunday, January 21, my husband and I moved the GE electric dryer we purchased from Sears two years ago four feet away from the wall. We first unplugged it, then slid it out four feet, then slid it back and plugged it back in. When my husband plugged the dryer back in, an electric surge went through our entire house, a fireball came out from the back of the dryer and it sounded like it exploded. I was on another floor of our home with our ten month old daughter and had to go into the basement prepared to see my husband seriously injured or worse. Thank God, he is okay. Our dryer, however, is not.
When we looked at the back of the dryer, we found the problem. One of the three wires that attach to the dryer from the cord had come off from the dryer because the screw came off. It subsequently grounded itself to the metal plate in front of it. We had this dryer delivered and installed by Sears. The problem was obviously installation related since the installer was the person responsible for attaching those wires via the screws to the dryer. We began our quest for help by calling the Sears store from where we purchased the dryer (and four other appliances that day). They seemed uninterested at best and told us to call the parts and repair number.
I called parts and repair and was told by the individual I spoke to about our experience and the state of our dryer. She told me she had no authority to do anything but make an appointment for repair. I was also told if I made the appointment, a customer service manager (who would have some authority) would call me back to discuss the situation. This was Monday. Friday, after receiving no call back, my husband called. He got about as far as I did, but he managed to have the trip fee for the service person cut in half.
We made it clear that the purpose of this visit by a repair person was to show Sears that this was an extraordinary circumstance, that it was installation related and that we wanted some action taken afterwards. The repair person came and told us he'd never seen this problem before and that the only thing he could think of that would cause it was perhaps the screw loosened over the two years from the dryer's vibration. I responded that part of the fee we paid to have it installed was leveling.
While he was a very polite young man, as seems par for the course with Sears, he said he had no authority to waive a repair fee or take any action other than schedule the repair which would cost us $200. My husband called the service number once again when the repair person left and after he relayed the repair person's findings, was told the dryer's warranty is up and they would do nothing for us. She also told us if we wanted to call GE to see if there happened to be a recall on our dryer, we could do that. We did, and while there is no recall, GE at least was shocked by what happened and asked if anyone was injured.
I have never been so disgusted by an egregious lack of concern and customer service from a company. Sears should be thankful their shoddy installation didn't injure or kill my husband. Instead, we've been caught in a nightmarish web of uninterested customer service ‘professionals' who have no authority and refuse to allow us to speak to anyone with authority. One would think a company with sales of over thirty billion would have a quality customer service program in place and the wherewithal to correct a $350 problem.
I have mailed letters with the copy of the receipt stating we paid for installation and LEVELING (says it right on there) and pictures of our burnt up dryer and got NO response. I will never set foot in a Sears again and furthermore, I've made it my mission to tell anyone who will listen about Sears' lack of concern and inability to manage a problem.