Sears.com Complaint - Bye Bye Sears (After 40 Loyal Years)
From Sears I bought a GE 3.5 cu. ft. washer, and after 2 months it broke, it REALLY broke. It flooded my floor and needed a new transmission. What I was not told was that at that time, I could have had the washer replaced. What did happen was 4 weeks of waiting for the parts to arrive and the repairman to spend ALL day (no joke) trying to fix it, with every nut and bolt spread out all over my floor. When he was done, he said it would now make a clicking sound, and by the way, he torqued the top of the washer so it didn't close properly. It was still under warranty, so I complained, to no avail. Then 6 weeks later, it REALLY broke again, flooding my floor and sounding like it was being hit repeatedly by a Mack truck. It now needs a new motor and new transmission and gear case and lots of other stuff, it needs its whole insides to be rebuilt.
I had purchased an extended warranty, so I am not paying for this. The washer cost $500, the first repair cost about $1,000, and this second repair will cost $1,000. Now I know that machines break, but I have bought all my appliances from Sears for the last 40 years because it is such a stand-up company, backing up its products with responsible business ethics ... or so I thought. With the first break-down, even with the huge cost, I was not informed that I could have asked for a replacement. Then it was too late, because that window of time ran out. With the second repair, I got the BIGGEST run around I have ever had from a business. Call Customer Service, transfer to One Source, transfer to online service, transfer to Technical Department, transfer to National Customer Relations, transfer back to customer service... Say what?!?!?!
You know there was a 15 minute hold on the phone between each transfer. I did this for 10 days and then I gave up. Especially after the second repair guy said that in all the years he's worked for Sears, he has never known them to replace a defective machine. I have been the most loyal cheerleader for Sears for 40 years (I am 61) and because of that I really really tried to resolve this issue, but I cannot believe how horrible Sears has become, unreliable merchandise, evasive cruel customer service (because they never tell the truth, just endlessly transfer the phone call). Done, done, done. Bye bye Sears. You broke my heart, and now I am done.
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