Complaints.com

From: Message Author
Date: Friday, 06-Apr-07 13:35:21 CDT

Business Info

Sears Service Center, Tucson, AZ

I purchased six appliances at Sears on two separate days. They were only

willing to take four on their truck at no cost. Appliance #5 would cost me

$50.00 to deliver even though it was on the same truck.

I needed service on a water conditioner that had stopped functioning due to

a faulty circuit board. This was still under the warrantee. I had a wait

one week and was told the repair person would be out in the afternoon. We

waited from noon until 4 PM when the service center called and said that the

repair person was behind on his repairs and would not make it to my home.

She asked if she could schedule it the following Monday. I asked what the

other option was and she said nothing. They would not schedule the repair

for the following day.

The following Monday we waited until 4 PM and called the service center to

find out when this repair person was coming to our home. We were assured

that we are on his schedule and would be there in the afternoon. At 7 PM we

called again since it was dark and the water conditioner was on the outside

of the house. We were told the repair person was on call #9 in central

Tucson (approximately 30 miles away). and will be there. He never showed

and we were not called.

Called the service center and they wanted to schedule me for the following

Monday since they only come to my area once a week. I was not satisfied and

asked for a supervisor. The supervisor seemed surprised when I told her

repair people only come to my area once a week and schedule an appointment

for Thursday, P.M. I said that was not satisfaction since I have been

"blown off" twice with PM calls. I want one in the AM which she did.

That Thursday the repair person showed up and it took him 10 minutes to tell

me the circuit board was not functioning and he would have to order the

part. My options were he could mail the part to me within three days and I

could install it but if I damage it they are not responsible. The other

option he would come back in two weeks to install it. I asked why they only

come to my area once a week and what would happen if my refrigerator broke

down. He said "that is what happens when you move so far out of town". I

am in a subdivision with over 100 home and all the empty land around me is

being built on.

I wrote corporate headquarters my complaints and I got call from the

customer service department. I had asked for an extended warrantee on all

my appliances due to the aggravation I had to put up with. She said they

got my letter and she needed to get her business partner on the phone to

handle my complaint. After two minutes on hold I hung up. Four days later

another person called from customer service and she said my letter is being

discussed and noted. No offer for an extended warrantee but their assurance

that it was noted by all.

I don't really mind that you come to my area once a week. I do mind that

when I bought the appliances and gave my address, no mention was made that I

would have to wait one week for any service. I am still getting calls from

Sears offering me extended warrantees.

L. Lieber