Sears Informative - 4 Months for Sears to Replace its Water Heater
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 Sears---each 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 thru 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: Mike, Larry and Mark. 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.