Complaints.com

From: Message Author
Date: Tuesday, 16-May-06 17:15:14 CDT

Business Info

Sears Master Protection Agreement

 

 

You will find below a copy of a letter that I sent yesterday to Sears Customer Relations. I have forgotten a few items such as requesting calls from Customer Service (twice) and never receiving a return call, which was promised. Basically the right hand doesn't seem to know what the left hand is doing. I have talked with a couple of representatives who seem to be helpful and honest and they have said they keep putting me off and telling me the part is back ordered and should be shipped on such and such a date to appease me and "get me off the phone. I have not gotten a rental, which according to their agreement I am entitled to, but I don't trust Sears for the reimbursement. At this point I am days way from being one month without a washing machine.

May 15, 2006

 

 

 

Sears National Customer Relations

3333 Beverly Rd.

Hoffman Estates, IL 60179

 

Re: Sears Maintenance/Protection Agreement

Sears #0008048

Service Order Number 950-71457

 

To Whom it May Concern:

 

I am writing regarding my washing machine maintenance agreement with Sears. It is a long story and I will try to accurately document what I know with dates.

 

Week before April 22: Machine broken and Sears repair called for service.

April 22: technician arrives and requests $357 in parts and 2 hours repair with/helper to fix washer, schedule for repair May 2.

April 30: Sears calls to state parts have not all arrived and appointment needs to be changed to May 8 or 9.

May 7: Sears calls to state parts have still not arrived we need to reschedule for May 17.

I was told that only one part was still missing and received the part number. I ordered the part from Partstore.com and requested technician for May 12. After calling back Sears Scheduling I found out there were 2 parts still back-ordered. I was told at this time to call Monday morning (May 8) and ask for Unit 8048.

May 1: Called Sears Repair and asked for Unit 8048 was told the parts had been shipped out on May 5 and should be received by May 9.

May 11: Called Sears Repair and told them the parts had not been received and that I would need to cancel May 12 appt. Appt. was rescheduled for May 15 hoping the parts would come in May 12 or 13.

May 13: Parts did not arrive and called Sears Repair back again and let them know. I was told the part was no longer available from Maytag and that they were trying to find out if the part is available through Fideltone (not sure if that is the correct spelling). I was asked at this time whether I had gotten a rental and said that I had not and hadn't known that was an option. I was told, "we assume you read the contract and you need to contact 1-800-927-7836."

May 15: Called Sears at approximately 7:30am this morning to check to see if they had anymore information. Received the same information I had before - the part is on back-order. I asked to speak to customer service. Transferred to customer service and immediately transferred back to parts/repair. They still couldn't help me. Transferred finally back to Customer Service and received authorization for a rental. On the phone for over 35 minutes.

 

As you can tell, this has been quite an ordeal and it is not over yet. I have received nothing but a run around. When you talk to your reps that answer the phone they really don't know anything and answer your questions with "well, our screens haven't been updated and they could be wrong." "Your part could come in and we wouldn't even know it because our screens aren't updated."

 

Do you realize how much time, energy and money of both mine and yours you are wasting? $357 in parts alone, 2 hours of service for 2 repairmen, now I am needing a rental, (which I am reluctant to get because I can not be sure if I'll be reimbursed with the kind of service I have received so far) which has been authorized. The cost of the rental has yet to be determined. There are delivery fees and pick-up fees and the cost of the daily rental.

 

Can we please remedy this somehow? I will be awaiting your reply.

 

Sincerely,

 

 

 

Judy Schmitz

26301 N. Dalton

Deer Park, WA 99006

509-217-1264