Sears Complaint - Water Heater Installation Mistakes
We bought a foreclosed home with a broken water heater - no hot water in the house at all. We shopped around before deciding to buy at Sears because their price was lowest. The Sears call center is not in my state (CA) - they are in the mid west and apparently don't know California or Sacramento regulations. They only asked what type of water heater (gas or electric) and how many gallons (40). They ordered a tall water heater and charged my Sears credit card. A couple of days later the local installer called asked for the model number off of the current broken water heater. He said the one Sears ordered would not fit and that we needed to order a "medium" water heater. I called Sears back and they said they'd cancel the first order and place a 2nd order for the "medium". They said the water heater we need is not in stock and we'd have to wait several days for it to arrive in Sacramento, then the installer could probably get it the NEXT day and install it. The installer called me again and set up a date for installation. I took the day off of work and waited. No one came to install. The installation people told me the order had been cancelled. They thought maybe I had cancelled it. I called Sears, and was told BOTH orders were cancelled - the first AND the 2nd. They said they'd research the issue and someone would be calling me. Instead of calling me, a supervisor from the call center called my daughter, who was at a 2nd phone number we'd left them. He told her it was the call center's fault, they had accidentally cancelled both orders when they cancelled the first one. All he could say was that he's "sorry" and they could re-order it, in which case it would take another WEEK to arrive in Sacramento. We'd originally ordered the 1st one 7 days before! That would have made it 14+ days without hot water. And I had stayed home from work yesterday for this delivery.
The supervisor told my daughter that if we wanted to re-order that I could call him back (since I am the one paying for it) at the main number, leaving his name. I called back and asked for him specifically. I was put on hold twice while the other call center person tried to get him, and he "couldn't" speak to me because he was "doing invoices". I told her I really wanted to speak to HIM (because I wanted this order not to get screwed up again.) She took my phone number and said he'd call me back. He never did.
Obviously their call center has some big problems. Their staff cancelled my order for no reason! How can that happen? This is a serious issue when families are living with no hot water, and when working people take a day vacation from work for nothing! In addition, if the call center had asked me for the right information in the first place (like the model number and/or size of the current water heater) and matched it up they would have gotten the right water heater.
I ended up going to a local warehouse-type store and buying a water heater from them and arranging installation. They had the right water heater in stock. I paid over $200 MORE for the purchase but I trust them.