Sears Complaint - Horrible Customer Service
I bought a hot water heater on Sunday from Sears. The price seemed right and so did the installation price. So, I took off Monday because according to Sears someone would call me to schedule an appointment to come out and install it. I waited and waited, then finally decided to call Sears' 800 number to see what was up. After being passed from one representative to another, they finally said they would call the installer and have them call me within the hour. Ok. Two hours passed and no call. So, I called them back. They repeated that they would call the installer and see what was up. An hour later, the installer called, it was a local plumbing company. So, they came out and installed the unit. But, the pilot light wouldn't stay lit. So, he said that it looked like a valve was faulty, so he would need to schedule another time to come out. I said, fine. So, I called Sears and again got passed from person to person until I reached one person who said that yes, the plumbing company would handle it.
So, I called the plumbing company and arranged for them to fix it on Tuesday morning. Tuesday morning, as I was waiting for them, the plumbing company called and said that it wasn't their job and that Sears would have to send out a technician. So, I called Sears back and again got passed from person to person (and hung up on a few times while on hold) and finally they set up an appointment for Wednesday for a Sears technician to come out. Waited all day on Wednesday and then got fed up waiting and called the 800 number again. Again got passed from person to person (and hung up on a few more times while on hold for good measure) and finally got someone to call the technician to see when they would show up.
Technician finally called me back at 2 in the afternoon and then came out. He opened the panel and saw immediately what the problem was. A wire that went to the pilot was broken. It was something that was very obvious. There's no way an installer would not notice that he could not attach that wire. Either it was broken and he ignored it, or he broke it. No other way to look at it. So, the technician said that the part was not in stock and that he would have to order it. It should arrive at my house Thursday afternoon. I told him that there was no way that I could take off another day of work on this because my boss was already mad at me for taking today off. He said that it wouldn't be a problem for him to come by after hours to put this part on the unit and for me to call the 800 number as soon as I got home. So, I was frustrated and called Sears and explained that the installer should have seen that this unit was defective and that I would like my $300 back that I paid for them to install this thing. They said that they would not because they assume that it had been properly installed and that it is a problem with the unit. They said that the district manager of installation would call me Thursday to discuss this. Today is Thursday and I haven't heard from him.
Surprise, surprise. So, while at work, I called the 800 number to confirm what the technician told me. I got passed from person to person and finally got sent to a person in special handling. I explained the problem and she told me that it was not a problem for the technician to come out after I got off work. She gave me the local number for the technician. So, I got home at 4:30 and the part was here. I called the local number and it rang and rang for five minutes with no voice mail. So, I called the 800 number again and then got passed from person to person (and hung up on while on hold a few more times) and then finally got someone on the phone who said that the technician would not be available until next Wednesday. I told him that that was unacceptable and that this technician said he would come out today. The customer service guy said that that was impossible and that the technicians were off work by five. I explained to him about the local number and how no one answered the phone and could I speak to a manager.
He refused to let me talk to a manager repeatedly. So, I went up to the store in person and cornered the store manager and explained my story to him. He got on the 800 number and got passed from person to person as well (though he didn't get hung up on) and then lied to the operator and said that there is a gas leak at the house and that someone needed to come by on Friday morning. So, now they are supposed to come by on Friday morning to fix this thing. I am at my wit's end. I am going to file a formal complaint against Sears with the attorney general's office of my state once this problem is finally resolved. I've never been treated so poorly by a company. No wonder Sears is in financial trouble! I'll never do business with them again after this mess.