Sears Informative - Horrible. Sears Really Is A Big Company...
TROY, MICHIGAN -- My water heater broke down and I made the mistake of calling the Sears water heater hotline. They promised me "same day installation". Which was what I was hoping for. Oh yeah, I was naive and actually believed them.
Short version? I called on Tuesday morning, and got my water heater installed, finally, on Friday afternoon. And that's after numerous calls, after being insulted and humiliated twice by their service department. No I'll never buy anything "hard" from Sears again, this is indeed a very "hard" lesson.
Now the details...If you are going to use those guys don't make the same mistake that I made, be sure to ask ALL the questions, and don't cooperate with them when they ask you to wait for a call from them.
When I first placed the order, everything was rosy and smooth. Yes we got 4 units that suit you, you can expect a call from the installation guys in 3 hours. 5 hours, No call.
I called back, and I was told that my order was routed to the wrong store, 30 miles from my house, so they have to transfer the unit to my local store, so the installation guy could then pick it up. I just had to bear with another day of no hot water.
I bit my tongue and accepted the fate. Next morning, of course, again, nobody called me, and I had to call back. No, the voice on the other side of the line told me, it was not there yet, they needed to check what's going on, I should wait for them to call back me in the afternoon. Yes, you guessed it, nobody called.
I had to call back. Got another person, who told me that actually, the unit didn't need to be transferred, they got the unit I asked for at my local store all this time, all they need to do was to change my order to the local store. I asked why the long wait? Why didn't they do it yesterday, when they realized something was wrong?
Because they need my authorization to do it, and they didn't get it from me, I was told.
I was mad as hell when that guy actually had the nerve to suggest that it was MY fault, that the 2 day delay was caused by me not answering their request for rewritting the order. I called them 3 times! They never called me! And now they were telling me it was MY fault?
OK now it was Thursday, I had went 3 days without hot water. The installation guy finally came to my house, asked for $330 extra to "bring everything up to code". I wrote them a check. It didn't go through the Sears system. I called my bank, and it was not a bounced check. I had $10,000 in my account, but the bank never saw my check coming to them.
The installation guy just rudely went out of my door after that. No we'll come back tomorrow when you can pay me. Allow you 5 minutes to go to the bank to grab the cash? No I cannot give you 5 minutes. We have a tight schedule.
I called Sears later, trying to figure out what went wrong with my check. The guy was impatient. He said I have a long "record". I got an idea that he considered it a sin. For being a difficult customer. I don't know if anyone could be smiling when he goes 3 days without a show, waiting for a water heater that was paid in full. Certainly not me.
Friday, a heavy snow day, it was cold, and the kids were begging for a shower. I finally gave in. OK, my kids are more important than my pride. I got the cash, just in case the Sears system messed up again. The installation guy called me, and telling me they can do it in the afternoon.
I settled down, but not Sears. I got a call from Sears, this time, but not to help me settle any matters, instead he told me that I was required to GO TO THE LOCAL STORE IN PERSON TO PAY BY CASH, before they can allow the water heater to be installed. I was totally confused. I asked them why? The installation guy didn't object taking cash from me in my house, why should I go out in this stormy weather to my local store to pay up front? No because your check bounced you have to go to store to pay upfront to get your water heater. The guy told me again. I tried to explain to him that there must be a misunderstanding, and the guy repeated to me that I have to go to store. They he hanged up on me.
I called the installation subcontractor, trying to to figure out what was that all about. They were just as baffled as I was. I called Sears back again, asking where was my "local store" anyway? Remember I called the Sears water heater hotline, it's a national network, I never went to any store! They told me where the store was, I called my local store to see if they required me to pay before releasing my water heater. No the manager told me, if I actually went to the store, they wouldn't even know what to do with me, because my installation contract was not with them, they couldn't take money from me for the job, I don't own them anything and they sure as hell never required me to do that.
By this time, the installation guys were already at my door！I paid them in cash and they started doing the job, at the same time I was still being bounced around in the Sears system, listening to some guy using a stern voice, telling me that I do need to go to the store to pay before they can give me my water heater, while the water heater they were talking about was already in my basement being installed.
Yes, I hanged up on them. Sears really is a BIG, HUGE company, their left hand doesn't know what their right hand is doing, and they tend to blame you, the customer, for it.
Last remark, I love my local Sears store, it's the "national" part of Sears that I would avoid at all cost from now on.