Last Saturday my 16 year old Kenmore water heater finally died and I went to my local store and bought a new one and arranged for installation on Monday. Sunday I got a call from a very embarrassed salesman saying that all water heater installations in my city have been cancelled by the corporate office. Monday I take time off work to go home and get my receipt so I can cancel the order. Then Sears calls and says they've found an installer for me.
Monday turns into Tuesday, then Wednesday, and finally on Thursday after multiple phone calls and miscommunication from the corporate offices, my Kenmore water heater is installed and is found to have a defective part and doesn't work. The plumber calls the service center and is told a technician has been dispatched to my house with the part. Plumber leaves. No technician.
I call the service center and am told a technician can be here next Tuesday, and after much screaming on my part they say he'll be here tomorrow. Nice plumber calls back and offers to swap out the whole water heater for me as soon as he finishes his other installs. And so the saga continues as I go into day 7 with no hot water after using 12 hours (so far) of my vacation time to be off work for this installation.
All the local people have been excellent but the corporate offices have been an incompetent disaster and have prevented the local people from doing the good job that they would like to do. After a lifetime of buying tools and appliances at Sears I'm completely disgusted at the way corporate mismanagement has ruined one of the few companies I relied on. In the future I won't trust them for anything that matters.
BOSTON, MASSACHUSETTS -- Water heater warranted for 12 years begins to leak internally after barely 8 yrs. I went to local Sears store to purchase a new replacement water heater because it was an emergency. The salesman could not have been nicer. Delivery and install in 48 hrs. The next morning I called warranty support to have them authorize coverage and credit and or pro rate the purchase of new water heater.
A 90 minute trip through hell began. I was transferred no less than 6 times, made to repeat my name, address and zip code, When I finally reached someone with a resolution, I was shifted to Repair service to schedule a tech to come and see the broken water heater so he could give me paperwork that would allow SEARS to credit my account for the new water heater I had just bought.
After 30 minutes of back and forth (the person on the phone told me I didn't live at my address!) they set up an appointment and then told me I'd be charged $75 for a service call because my warranty didn't include service calls, but if I did choose to replace the heater, they would not charge me for the visit! I had already purchased a new water heater I told them over and over, therefore why would I pay for a service call.
I asked for a supervisor and was put on hold over and over. The person on the phone stonewalled me as much as possible from speaking with anyone above her. I finally smashed through the wall and was met by an even more obtuse person who could not help me resolve this and kept repeating a canned "I'm sorry sir if we've made you impatient, Sears values it's customer and we are working as hard as we can to assist you."
Finally I told them I was cancelling the new water heater, that I was headed for HOME Depot as soon as I got off the phone and I would never consider Sears foe any purchase every again or recommend them to anyone. Again, "Sears values it's customer and we are working as hard as we can to assist you." I hung up.
LAS VEGAS, NEVADA -- Our 7 year old Sears water heater cracked 2 days ago. We were forced to shut off the water to the house because the intake valve was also shot (which Sears had installed when they installed the water heater) and it continued to leak unless we shut off the main valve to the house. We immediately called Sears to have someone come to repair or replace it. No one responded and after several calls the next day, a repair person finally came at 4 pm the next day. After paying him $89.00 said the water heater was cracked and needed to be replaced.
We immediately called Sears to schedule the replacement. They said they were busy and to call back the next morning. We called several times that morning and were told that a repair person would contact us to schedule the replacement by 2pm. At 2 pm we called and were told that it would take 24-48 hours more to schedule the replacement.
To add insult to all this I had outpatient surgery yesterday and am recovering from pneumonia. When we called Sears again to say this was unacceptable, they said we could go to the store and pick up the water heater ourselves and find out own plumber to install it. This said after we had already paid them almost 400.00 to cover the installation.
So now 48 hours later we have been without water. Sears has been paid for the installation of a new water heater to replace their defective one but we have no installation scheduled. We have bought appliances from Sears for over 30 years but will never buy another one from them.
ONLINE -- Sunday 3:30pm 8/5/2012 - ordered parts 2 thermostats upper and lower. Called back 3 hours later. Discovered didn't need the 2 parts. Was told by operator at Sears Parts "you cannot cancel orders." So they will send the parts to me that I do not need and then I send them back at MY COST? They will not refund until the 2 parts arrive at Sears parts??? So they get your money right off the bat, then no cancellation. They get to keep YOUR money while the PARTS GO BACK and FORTH??? THAT HAS TO BE THE DUMBEST BUSINESS PRACTICE I HAVE EVER HEARD OF. DON'T BUY PARTS FROM THEM.
LEOMINSTER, MASSACHUSETTS -- Found water tank leaking (no hot water). Company coming & toddler in house, my first thought was to replace heater. Went to Leominster Sears to get replacement. Purchased an on sale floor model. Took it home and began replacement. Realized that old unit tank warranty was in effect (6.5 yrs of 9). While I was making switch, my wife was making phone calls. Store manager told her he would refund price of new power miser 9. As this was happening, I found out floor model was missing upper heat element by water gushing out. Appliance manager said bring it back for refund.
Brought both tanks back to store since I wasn't sure what 'sticker' they wanted of old tank. Appliance manager told me what sticker and how to return defective heater. When I came back with return ticket, he refunded purchase. Then he called for the mod who informed that they wouldn't do anything about the old tank because I had removed the unit and therefore, they couldn't tell it was broken. After informing them I would never enter their store again, I went to Lowe's and purchased a new heater.
NATIONAL -- I brought a water heater and installation via Sears's 1-800-877-6420 service. I also (foolishly) brought a three-year service agreement. The local contractor installed a different model than the one I ordered. This created a difference between what I owed and what I paid. That's one reason to need an invoice or statement of charges. I also need it to get reimbursed by the owner of the house and to supply for the record of investments to the house.
I never succeeded over numerous telephone calls to get anyone to send me either a statement or the terms of my service contract. (It's the biggest scam in the world to verbally sell a service contract at the point of purchase and not provide documentation so that when the time comes to exercise the contract the purchaser has forgotten all about what he or she is entitle to under it.) Half the people I talked to were illiterate or incompetent.
Some people could find my purchase record, others, in the same office on the same day, could not. Some were illiterate, some were helpful, some assured me that the statement would come. My credit card company, Citibank, won't consider this an item in dispute because I received the water heater and installation. So Sears can charge whatever they want and if their records are too screwed up to back it up or do it accurately you have no recourse but to pay up.
I purchased a Sears 50 gallon water heater in 2007 with a 5 year service contract. On 8/28/11 it stopped working and I called for service. When the technician came on 8/30, the part was defective and caused a flashback explosion in my basement that blew off the flue pipe of the water heater. Although the technician claimed a part would be FedEx'd to me overnight, that never happened. I am still waiting for the part that is on back order for the entire Sears in the entire US. I'll be lucky if I get hot water by next week. I would never repeat this experience. Instead I would get a water heater from a reliable local plumber who would have an interest in installing and repairing it properly.
I had my hot water heater installed for 2 1/2 months. While taking a shower, I noticed no hot water. It was August, I could deal. I heard a loud piercing sound and running feet. My wife told me the smoke alarm was going off and there were flames coming out of the hot water heater. I turned off the hot water heater (still in a towel) and immediately called the 800 number on the tank. We need someone here right away.
After two disconnected calls, my last one of 51 minutes proved to be the most successful. After being transferred to tech support, parts, lawn and garden, customer service, I was told that it would be NINE days until I could get someone out. I asked for the supervisor, **, and it was confirmed, NINE days. I explained Fire, Smoke and the family outside on the lawn for their safety, and Joshua explained there was nothing he could do. I did have a Wonderful sympathetic representative on the phone with me, **. She even fought with the heater guy on my behalf, and still nothing!!!! It will be a cold day in HELL before I buy a Sears product again!!!
ORANGE, TEXAS -- The short and the long of it is that I was told by the Sears water heater warranty dept., that if your water heater gets water in it, the repair is not covered by the warranty. I only found this out after waiting 4 days for the repair person to come out to my house. He estimated that the cost including parts and labor would be $242.00. After numerous called to Sears, I sent him packing. I think the poor guy would have actually fixed the heater for me under warranty, but he told me that they are being watched like hawks by Sears.
So, my family is bathing by boiling a pot of water, which we place in the tub, then dipping the water with a paper cup while standing under the cold shower. Of course, we are also washing work clothes, etc., in cold water. I am a widow on a fixed pension income. I cannot afford to buy a water heater. Oh, by the way, my home owners insurance will not pay either. My county officials are going the same routine of fighting with insurance company's about whether or not the damage to our county was caused by flooding or wind driven rain. This country has gone to hell during the last 8 years. Read what you will into that statement.
LOS ANGELES, CALIFORNIA -- I can't believe that it has taken 4 months since I first brought to Sears' attention that my water heater of less than 1 year old was leaking water. Thank God, it's housed in its own 5x5 compartment outside. I got the run-around from Osh (where I purchased it) and Searseach blaming the other. Finally got Sears to take a look at it and indeed, it was defective. Then the fun began. Sears sent one of the companies that they use (Fast Water Heater), who wanted to charge me $1,700 to "bring my less than one year water heater up to code, plus $84 for "delivery."
I hit the ceiling, and when I came down, both were gone: the water heater and the guy who delivered it. He wouldn't leave it until I paid the $84. I felt that Sears should pay it. So, he took it back. I was so tired fighting with Sears and many of their incompetent and rude employees who work at Sears' Water Heater Hotline. They are pompous and bureaucratic.
At first, they "had to send another Sears rep. out to my home to check and see whether the w. heater was defective." How stupid. The information is in the computer, take a look folks!!! But, I was told that because it had "been so long since this started" that I had to go back through the process. Finally stayed on the phone with Sears for 2 hours and 27 minutes on May 7, 2008, trying to get them to re-authorize the water heater for delivery.
I was told that I would receive a call back from a supervisor today, no luck. Called the 800 number and found out that "the girls were told to take care of this, but they didn't." These were obviously the three employees who provided inaccurate information and were incompetent--the ones I talked to this morning. In essence, they will make me wait because I went to corporate regarding their incompetence and bureaucratic process--no critical thinkers at all. It's really sad to have such people on the front line.
I will call as many times as necessary tomorrow to get the water heater that I've paid for. I will NEVER purchase a Sears product again. Oh, last week, I also canceled my 20-year credit card relationship with them. I wouldn't recommend anyone to use Sears' products, or products they "supposedly" sell, or should I say: take money from customers and not stand behind their warranty.
P.S. They also tried to tell me that they didn't have to replace the water heater--if they could fix it. I said, my warranty states that "if it's leaking, it will be replaced." That was another battle that lasted for about 2.5 weeks. I'm sooooo done with Sears. I did talk to three nice people today who did their very best to assist me: **. Thanks guys for your assistance. Sorry, but you should fire everyone who "handled" this matter for not being able to resolve this issue before it escalated to the point that it did. Thanks for reading this long review. I needed to get it out, and I appreciate your patience. Please excuse any typos. I typed this as fast as I could.