Sears Complaint - Sears couldn't fix my oven
My home warranty service subcontracted with Sears to repair my oven, which wasn't heating. The first appointment on April 5th was for between 8 and 12...he showed at 12:30. He diagnosed the oven and order parts. He never told my wife that she needed to call Sears when the parts arrived, so they failed to show at the next appointment because we didn't call them and tell them the parts arrived at our house in the mail. In fact, he never said we would receive parts so we were surprised when we got them in the mail. Repairman returned (late again) on May 3, spent an hour on his cell phone waiting for back-up (like he was a cop or something), stayed for another hour, and left without even trying to install the part. He rescheduled for May 17th...A MONTH AND HALF AFTER THEY ORGINALLY CAME OUT. Here's the text of the e-mail from Sears after I complained (notice they gave me a phone number to call missing a number so I couldn't call....also, the text of my e-mails probably isn't approprite for this website):
Dear Sears Customer:
Thank you for contacting Sears Holdings with your recent concern. We appreciate hearing from you.
We truly apologize you have encountered this complication with our services. We can certainly see your frustration that we cannot offer you a sooner service appointment. We sincerely apologize for any inconvenience you have experienced as a result of this matter. We realize your need for sooner service and understand how important it is for you to get your oven fixed as soon as possible. Service appointments are scheduled in accordance with the service availability in your area. Unfortunately, we do not have the technician availability to schedule a sooner date. For these reasons, we are unable to offer you a sooner date for your service appointment.
Again, sincerely apologize that we did not deliver on your expectations with your recent experience with Sears Holdings. Please know that we appreciate your business and value you as a customer. By sharing your feedback, you have made it possible for us to address the issues with our service appointments. If we can be of additional assistance or you wish to discuss this matter further, please feel free to contact us by dialing 1-800-46-4663 at your earliest convenience.
We value your relationship with Sears, and hope that you will continue to make Sears Holdings your choice for quality and value. We appreciate your business and look forward to assisting you in the future.
Sears Holdings Corporation
I WILL NEVER, EVER USE SEARS FOR ANYTHING AGAIN EXCEPT THE BATHROOM WHEN MY KIDS ARE AT THE MALL AND I PROBABLY WON'T MAKE THEM FUSH THE COMODE.