Sears Complaint - Sears home services warranty - lack of accountability!
ILLINOIS -- This is a copy of the e-mail I sent to David (contact info provided on this site) on 12/13. It is now 24 hours later and I have not had a response. Poor service runs rampant at all levels throughout the home services organization, I would not recommend Sears' home appliances to anyone. I have a neighbor who purchased their appliances at Best Buy and had to use their warranty services and they had a much more pleasant experience than what I am going thru.
I am extremely upset with the level of non service I received on Friday Dec 10th. I purchased a Kenmore stainless steel dishwasher in May 2010 and the front panel of the door was rusting. I had a technician come to my home on 11/30 and declare that the door needed to be replaced and that a new door would be sent to my house to be installed at a later date. A follow up appointment was scheduled for 12/10/2010 between 1-5 pm. I received numerous calls prior to the actual appointment date/time to confirm that I was aware of the date/time. I took a half day off of work and waited for the technician to arrive. He/She never did. I even called the 1-800 # at 4:00 PM on 12/10 to get an ETA - no return phone call at that point in time either.
I called at 5 PM to inquire about timing and was informed by Angie that I had to reschedule. This is completely unacceptable considering I called earlier that day to inquire of the technicians ETA. Furthermore Angie informed me that she was the only person who could handle my request despite my request to talk to a supervisor (according to her she does not have a supervisor - how nice to not have accountability in a large company such as Sears!) My appointment has been rescheduled for Saturday Dec 18 at 8 AM and I told her I want to be the first appointment that day as I cannot waste another 4 hour window in December - I have young children that have school events, Christmas shopping and volunteering activities. Sears should be ashamed for such poor customer service, I purchase a lot of Land's End product, Craftsman and Portrait studio product and have never encountered such behavior.