Sears Complaint - DO NOT BUY AT SEARS. Very Poor After Sales Service
DURHAM, NC, NORTH CAROLINA -- I bought a Kenmoore 500 Series Washer at Sears Appliance Center in NorthGate Durham, NC. Purchased February 8, 2010, delivered February 10, 2010. February 22, 2010 the spinning cycle created a loud noise and never spinned. Same day I called their service department listed on the receipt. The earliest they could send a technician is 2 weeks after March 8, 2010.(That means 2 weeks without a working washing machine). The technician came and recommended to have the machine replaced. March 9 I went back to the store and would like to speak to a manager but there's none. I spoke to the sales associate who sold me the item and informed him that I wanted the machine replaced with the intention of being upgraded at no cost to me. (It is pointless to have the same machine when only after 2 weeks it becomes defective.)The sales associate informed me they cannont do it and I have to come back in the afternoon to see the manager. When no one at the store can decide on the fate of my washer, I decided to call "Customer Solutions" also listed on their sales receipt. I spoke to a Kristy and the best upgrade they could give me is worth $100 worth. This is after 2 weeks with no washer, 2 days of missed work and time spend going to the store without a manager who could speak with me.- $100. I decided at the end I might as well just return the item and get my money back to buy another washer at Lowe's. Thinking it was a quicker solution, Sears decided to give me the run-around, from instead having someone to pick-up a defective machine, they (again) send a technician to "service" the defective machine for the second time in 3 days. Sears will wear you down to leave you with no choice but to find something from their store to replace the defective machine. But of course why will I buy again from a store who has really very poor after sales service....after everything I have to go through. At the end, an item I bought in CASH, I'll get it by check after 7 business days. That makes it now 3 weeks of no washer to use because of a bad product, bad service and bad customer relations/solutions center. Lessoned learned, never buy at Sears again. Case no.3033-1333. Cast of characters from the store Lawson, Judith, Joe (manager I never met). On the phone at the Customer Solutions, a lady from another country, Francico, Kristy, and Sharon. Plenty of people involved, but no solution, whatsoever.