Sears Complaint - Sears Parts and Service
Update: I was offered a $50 gift card for my trouble. I told them that I pain them in real money and didn't think a gift card was a fair offer. I was told that I should have excalated the problem when it happened. (What did he think I was doing on the phone all of those hours?) I was told to call back if I changed my mind about accepting the card. I did today since I decided that I could give the $50 card to charity. I was told that the man who offered it was no longer there and that I had been offered $100card but it was too late to accept it since it expired in one month. Isn't that just like Sears? If you want service or honesty, don't go there.9/28/11
I own a 2001 Sears Riding Tractor. The steering went and the draglink needed replacing. After hours on the phone trying to find out why the draglike pictured was different from the one on my mower I decided to have Sears fix it. They guaranteed that the mechanic would have the part with them but since I really needed the mower fixed I ordered the part. When the part came I notice that it did not have the black coating(teflon) that the original had. The repairman gave me a price of $200 to fix the steering. He then said that he didn't have the part with him so he would have to come back. I told him that I had gotten the part from Sears. He said the difference in color didn't matter. He put it in backwards the first time and correctly the second. He was here 20 minutes. He charged me $214 dollars using my part. Two days later I looked at the part and it was RUSTED! When I tried to engage the mower deck it wouldn't work. I bought another mower. I then said that I wanted my money back. They said they would give me $65 back or I could have the technician back to take off the part so that I could return it and they would charge me for that visit. They said they would charge me the full amount for service if the part had been installed properly. I have been on the phone with them every day for eight days. Every person gives me a different answer. I finally cancelled the appointment since no one could tell me if or what the charge would be. I am a 67 year old woman and my getting the part off by myself is impossible Don't buy anything from Sears if you are dependent on service. No local serviceman will touch Sears products because their parts service is so bad.
Company Response on 7/20/2011:
I'm very sorry that you had so many issues surrounding this service call for your tractor. I completely understand your frustration and we would like to help resolve this and any other Sears related issue you might have. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at firstname.lastname@example.org. Please send us an email providing a contact phone number and the phone number the tractor was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Patterson6061) for reference to your issue and we do look forward to talking to you soon.
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Sears Social Media Support