Sears

Today, January 23, 2020 (over a month waiting for the appliance to me fixed) I was informed that 2 of the 4 parts were still in backlog and they did not know when they would be available. So, I requested that the appliance be replaced since according to the terms and conditions of the MPA if the parts could not be found Sears would replace the appliance for a similar one. I was told that in my case I qualified for them to offer me a new washing machine but that there was a “hold” in the system that prevented them to process my claim.

I asked to talk to a supervisor and was told that he was not available. They told me to call back in 3 or 4 days. I also requested that the supervisor turn my call and never received it. This situation has turned into a nightmare and I’ve never had to deal with a situation like this before. I can’t even explain how angry, frustrated and dissatisfied I am with the customer service. I been a Sears customer for over 40 years, but they are not the service providers they once used to be.

I called and spoke to a supervisor by the name of Davi; she was not willing to hear me out. She just talked over me. She said I was supposed to use a swifter. No one told me this; if I had known these floors required this special attention I would have never purchased it: for it being a $3000.00 floor I would expect better quality and not so high maintenance. I tried going up the chain of command but of course they did not want to take responsibility so I am left with a high maintenance floor.

He told me it would normally take the parts’ department around 3 business days to do a research and if they can’t find the parts, that means that they will go ahead and contact me via email or phone and see if we want money back to buy a new one, or get a replacement. In the meantime, since I had to go back to Hong Kong for 2.5 weeks, I told him to just schedule December 10th for the next appointment.

December 8th ish come by, that’s when I got back from Hong Kong – I was like… where is the parts, and where is the email that I was promised. Nothing, of course. With that said, I called Sears Home Service and let them know I was waiting for the part, and if I am going to get the replacement since it seems like they can’t find the part. The representative over the phone jokingly said that, that is NOT how it works… and then I was like, that’s exactly what your technician told me when he was here?! And guess what I got after this? She told me that she wasn’t able to find the previous service on their system, and that the part was NEVER requested nor ordered. End up I 3-way the technician in, had him talked to the representative over the phone, still… nothing got done, and we had to canceled and rescheduled the service because we have no parts.

About 30 minutes later, another technician called and asked about my situation, and I told him about the whole part situation… he said that the part was not ordered and he didn’t know what the f his colleague was doing the first time, so he ended up drove over reluctantly to check on the machine, and then reordered the parts again. That was right around December 8 or 9th ish as I remembered. I then asked him when would be the earliest that I can get the washing machine fixed, he told me January 6, 2020 was the earliest, and since I really didn’t really have other choice, I reluctantly had to agree.

Over the next couple of weeks in December, the parts came – and don’t forget, I was still paying my $69.99/month fee, even though I wasn’t getting any benefits in the meantime. So the real story comes… On January 6, 2020, I was expecting a technician would show up between 8 and noon, and with that said, I have decided to work from home that morning so that I can stay at home to handle the service, I have waited until around 10:45am, and I decided to call Sears Home Service and see when the technician will show up. THAT’S WHEN I FOUND OUT THEY HAVE RESCHEDULED MY SERVICE CALL TO JANUARY 18, 2020 WITHOUT MY CONSENT.

I was angry, so I wanted to get to the bottom of it and asked… but guess what? I got pushed around like a ball that no one wants, and not a single soul was able to answer my question. I think I must have got transferred to around 4-5 different departments? So after around 30-45 minutes, I know that January 6, 2020 service was not something that they can do, so I requested the next day available, which I was told was January 9, 2020. Deep down in my heart I was like… sure, couple more days, fine. I told the representative to send me the confirmation email, and he said he would send it. I believe his name was Brian.

On January 7, 2020, I still haven’t received the email that Brian promised, so with that said, I called again. I was then told that current service date was still January 18, and no request was made on the 9th. And this time I politely asked if we can do January 10 and she said yes, and this time, confirmation email came. At around 1:45 pm PST today (January 9, 2020) – I received an email from Sears Home Service, confirming my appointment… and I was like, finally I can get this monster fixed.

AND GUESS WHAT?! At around 9:36 pm PST the same day, I received yet another email saying my appointment has been rescheduled, to January 15… SERIOUSLY?! This is why you are having SO MUCH NEGATIVE FEEDBACKS SEARS!! I am seriously thinking to just sell the broken machine, and just go ahead and buy another machine without ever talking to you guys anymore! Suggestions, anyone – the SO-CALLED customer service at Sears Home Service?!

Today is January 15, 2020, and I was promised that the technician was going to be here, and later on I was told that the technician showed up and no one was there. The matter was that, I was at home all day long since midnight and woke up at around 7am PST, waiting for the technician. I was then told that someone within the scheduling department was going to call me, but again, no one call. As I called in to cancel, I was then transferred to 4 different departments, and was again, left with nothing done, meaning the cancellation.