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From: Message Author
Date: Tuesday, 15-Aug-06 16:35:49 CDT

Business Info

I’m done with Sears!!

I bought a pressure washer from Sears with and extended warranty. The pressure washer started leaking badly and wouldn’t produce pressure so I brought it in to the Sears store in Durango Colorado for repair. First off they told me it would take 5 weeks to fix it. I complained that was a long time to have to wait for repair but it didn’t do any good. They said it would take 5 weeks. After 4 weeks I started calling to see what the status of the repair was. On eight separate occasions over the next two weeks I called Sears trying to get a status on my pressure washer. Each time they said someone would have to call me back but no one ever did. I had to keep calling back. After the 6th week I finally spoke to the store manager who told me the pressure washer would be repaired by the next day. I drove the 40 miles to the Sears store and picked up the pressure washer. The following day I went to use it and it didn’t work. The water was leaking from the same area as it was when I brought it in 6 weeks earlier. I called to complain but was told the only option I had was to bring it back and start over again.

I talked to National Customer Service for Sears with no success. They hide behind the written service contract that says they will fix it if it breaks. If you can believe it, the National Customer Service representative (Julian employee number 32810) told me there is no time limit on how long they get to repair anything and there are also no provisions for how many times they get to try and fix it even if they are not successful.

I have many Sears’s products in my home (hand tools, power tools, lawn mowers, washer/dryer, carpet shampooer, vacuum cleaner, etc.) because Sears use to be great to deal with and they had a reputation for taking good care of their customers. Not any more. Beware; Sears is not like that anymore. They are not customer oriented and appear to care less how their customers are treated. I spent 3 hours on the phone today with Sears with absolutely no satisfaction. According to Sears, my only option under the Service Agreement is to bring it back (again) and wait for them to (try) and fix it again. I’ve been without the product for 7 weeks and have had to make three 80 mile round trips to Sears in Durango, Colorado.

I will never buy anything from Sears again. They’ve lost touch with their customers and don’t deserve my business.

Robert