Sears Complaint - Poor Customer Service at Blue Ribbon
I purchased a stainless steel Kitchen Aid dishwasher from Sears a couple of years ago. Within the first year, the door started to rust. Knowing that stainless steel doesn't rust, I had Sear's repairman come out for a service call. He gladly replaced the door panel. But, knowing this may happen again, I had the door panel he left here tested by a metal company and was told it was not stainless steel. Sears sent another repair man and he told me that Sear's has their so-called stainless steel door panels made in China and that I had a knock-off. He put it in writing and in a day, Sears authorized me to get a new dishwasher. The test to see if you have a true stainless steel item is the magnet test. Magnets do NOT stick to stainless steel. Sears is selling items stating they are stainless steel when they are knock offs.
We then purchased a Kenmore Elite dishwasher as it passed the magnet test. All was fine until the bottom rack started giving me a difficult time going in. As I don't cook often, this was not noticed right away. But, since last November, Sears has made repair appointments and have cancelled the day of the appointment at the very last minute. I have been dealing with their Blue Ribbon Dept and was told by one representative that I should be compensated for my time as I paid my employee to work for me so that I could be home waiting for Sear's repairman. Last week, the new tub arrived and another appt was made. The repair man took the tub out of the box and told me it was dented. Another call to Blue Ribbon and the case manager still has not returned my call.
I don't put too much emphasis on Blue Ribbon except thay will insure that the appointments are kept. I am still waiting for a return call and it's been 4 months ongoing with a dishwasher problem under warranty. I have the maintenance protection agreement and that's great if there's communication, but nobody calls back.
Remember the stainless steel test......magnets do not stick to stainless steel!
Company Response on 3/31/2011:
My name is Susan and I'm part of the Sears Cares Team. I found your post here and wanted to reach out to you and offer assistance. I am very sorry about the problems you were having getting your dishwasher repaired and a call back from your Blue Ribbon Case Manager. I can definitely understand the frustration you must be feeling over this situation. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please send us an email to our office at firstname.lastname@example.org. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (145971) for reference to your issue and we do look forward to talking to you soon. If you will please give us the name of your Case Manager in Blue Ribbon I will also get this information over to that group.
Sears Cares Team