Sears Complaint - Continued Lack of Servicing of Products
GRASS VALLEY, CALIFORNIA -- We purchased this high end $1300.00 washer in 2006 from our local Sears. My husband then purchased the matching dryer as a gift at Christmas for me. Withing the first 2 weeks of using the washer I noticed the whites started feeling stiff and unclean. I adheared to the HE policy of the setergents needed so the warranty wosn't voided as stated by the salesman. I called the service department to complain our clothes weren't getting cleaned. I tried to send the unit back. They stated this wasn't possible and I wouln't get my money back and a service appointment was required. They came and ran diagnostics with stating the washer was working fine. They also stated I wasn't using the right detergent. I showed them the HE label and quantity I was using within the guideline of the unit. I was told to decrease the quantity and that was the extent of the service. I called the store I purchased the unit from and asked to return the unit at which time I was told I could not do so. The unit now has again failed with a code displayed for the problem. I called the service number and talked to a person in the phillipines. I asked to speak to a service tech to find what the code meant. I was told that I had no warranty so I couldn't talk to anyone. I was told I needed to go online to a site and speak online with a service tech. When I tried this site I was told there is no such address. I called service again to ask to speak to the service department in our store. An automated message shows to push 1,2 or 3 for your problem. When doing so I was given the message that I needed to call the original number I had already called and then was told goodbye by the machine. I now sit with a 2 year old high end machine filled with water, clothes, a locked door and no one to talk to. I will never purchase another item from Sears and have now written a full report to our Attorney General about this company's neglect to follow through with their customers after selling substandard products while stating quality servicing of them. Everyone passes the buck after they get your money and spend a lot on commercials promising great service. There is no such thing with this company. For all customers who have written their compaints at this site you might want to follow up with an Attorney General's formal complaint against this company. The results will soon put a stop to the continued false advertising of quality service and the lack of it. Your compaint will also alert them to number of consumers who are experiencing the same problems from this company. I have also informed corporate of the Attorney Generals and Better Business Bureau's complaints I've filed. Good Luck to you all. Please follow through to prevent others from having to go through what we here are experiencing.