Sears Complaint - Water heater installation fiasco
Last Saturday my 16 year old Kenmore water heater finally died and I went to my local store and bought a new one and arranged for installation on Monday. Sunday I got a call from a very embarrasssed salesman saying that all water heater installations in my city have been cancelled by the corporate office. Monday I take time off work to go home and get my receipt so I can cancel the order. Then Sears calls and says they've found an installer for me. Monday turns into Tuesday, then Wednesday, and finally on Thursday after multiple phone calls and miscommunication from the corporate offices, my Kenmore water heater is installed and is found to have a defective part and doesn't work. The plumber calls the service center and is told a technician has been dispatched to my house with the part. Plumber leaves. No technician. I call the service center and am told a technician can be here next Tuesday, and after much screaming on my part they say he'll be here tomorrow. Nice plumber calls back and offers to swap out the whole water heater for me as soon as he finishes his other installs. And so the saga continues as I go into day 7 with no hot water after using 12 hours (so far) of my vacation time to be off work for this installation. All the local people have been excellent but the corporate offices have been an incompetent
disaster and have prevented the local people from doing the good job that they would like to do. After a lifetime of buying tools and appliances at Sears I'm completely disgusted at the way corporate mismanagement has ruined one of the few companies I relied on. In the future I won't trust them for anything that matters.