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Sears Complaint - Not your parents' Sears anymore - water softener 300 series

water softener 300 series - Complaint
Review by fodness on 2009-11-17
We purchased a Sears water softener 3 years ago. Our old relic of a softener worked w/o a hiccup for years but then died. We have other Sears appliances, but will think long and hard before purchasing one in the future. Almost immediately the softener didn't work right and there were service calls. They blamed some "energy efficient" gear which was collecting minute amounts of residue. So we were told we had to install a filter system on our private well. Maybe that was a good thing to do, but it cost us well over $1,000. At some point the technician talked my husband into buying the extended service warranty since we were having so many problems - which if an appliance is working decently should not be necessary and is normally considered a waste of money. So- additional expense. After that my dishes often came out scuzzy, but since we had the new slam-bang filter system I decided it must be the dishwasher. Called a dishwasher repairman who happily replaced the motor (maybe necessary, maybe not). That didn't help so I tried various soaps, and ran CLR cleaner through it periodically. Then we realized the softener would go on in the night and make its noises, but wasn't regenerating anything. Sears sent another technician, who replaced some defective part. Almost immediately it didn't work right. Finally called Sears again, and he came out and replaced the same part, saying he guessed the first NEW part he had put in was defective. I asked Sears for a new softener but was told the technician who comes out has to make that decision. My dishes were wonderfully clean for whole WEEKS! But now it's not working again, and they're sending someone again (a "SENIOR technician" this time, I was told - which means what, compared to our others?) Again I asked for a new softener. My mistake, I was NOW told, was that I didn't have someone come out 3 or more times within 4 months, so they won't replace it (this time it's been 3 times in 6 months). Counting all the related expense to us in the past 3 years, we've paid for the softener several times over (not to mention the frustration of rewashing dishes, plus hard water deposits on everything). But when I told the person on the phone they could just come and pick their dang softener up as we didn't want it anymore- well, they won't even do that. Also I couldn't understand him, he wouldn't listen, and when I asked he said there was no e-mail address for Sears that I could complain to, altho' this site appears to have one.

As a result of this posting Sears contacted us, sent a repairman who it appears finally found the problem, gave us a $75 gift card and promised to replace the softener if it quit again. They surely made an effort to resolve it. So far- crossing our fingers. THANKS, my3cents!
Comments:
Posted by SearsCare on 2009-11-17:
To fodness,

We have received your email and have assigned a Case Manager to your case. You will hear from us within 24 hours so we can get this issue resolved for you once and for all.
Thank you for sending us your complaint as we do value you as a customer and look forward to talking to you soon. Our email address of course is searscares@searshc.com.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
Posted by SearsCare on 2009-12-10:
To fodness,

Thank you for giving us the opportunity to assist with your concern! We value your business and appreciate you giving us the opportunity to resolve this issue to your satisfaction. If you need any additional assistance from Sears, please do not hesitate to reach out to our Sears Care team at searscares@searshc.com.
Thank you,

Brian J.
Senior Case Manager
Sears Cares

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