water heater complaint

I would like to post a complaint against your customer service dept. (that calls you to verify if your part was received) and a complaint against repairs department. On saturday 6-23-07 we called the 1-800 # on the water heater to say the pilot light went out and we had no hot water. We were scheduled for repairs to come out on Tuesday 6-26-07, so we waited patiently. On tuesday the repair man came out and said a part was broken in the water heater and needed to be ordered but it would not arrive until thursday 6-28-07 and he would come out on that day. Yesterday evening I rec'd a call from John @ your customer service department (people who call you to ask if the part was rec'd) and he asked me if the part was rec'd, I said no, why would I receive the part? He said ok, then appointment for thursday 6-28-07 will be cancelled until part is rec'd. I said wait, hold-up what do you mean my appointment will be cancelled I have been without hot water since 6-23-07, and I told

him to verify where the part was, he then stated that was out of his control and would be cancelling my appointment for thursday because their was no need for a repair person to come out. I asked John at that moment to put a Supervisor on the phone, I waited for what it seemed like 10-min. for a Supervisor to come on the line. A lady by the name of Veronica came on (she refused to give me her last name) but stated she was the Manager or Supervisor of this department. I explained to her that I have been without hot water since Saturday and she tells me that their was nothing she could do for me and my appointment would be cancelled, I got upset with her and said no, DO NOT CANCEL MY APPOINTMENT we haven't had hot water since Saturday 6-23-07, and all she could say was their was nothing she could do and my appointment would be cancelled and I need to call another department. I asked to speak to her Supervisor and she refused to transfer my call and refused to give me the

name of her Supervisor and said I needed to call 1-800-469-4663, after saying a few not nice words to her I hung up frustrated. I called your 1-800-469-4663 number and got Peter, I asked Peter to transfer me to a Supervisor or Manager and he puts me on hold and I think he transferred me back into the queue because I then got Shelly who said she was not a Supervisor or Manager. I then asked Shelly to transfer me to a Supervisor or Manager and she hung up on me. I called back and got Ava requested the same thing from her, I asked to speak to a Supervisor and or Manager and my call was disconnected again. All this time I am waiting on hold waiting to speak to someone and then being hung up on which is rediculous from a Customer Service person and department. I then called the 1-800 # on the bill and got a Lady by the name of Heather, I asked to speak to a Supervisor and or Manager and she said she was a Manager, I explained my situation to her, and she said she could not

help me because she was in credits not repairs, I told her I had been calling the 1-800-469-4663 but not able to get a Supervisor or Manager I was being hung up on by the reps in that department. Anyhow Heather called your 1-800-469-4663, put me on hold while she waited on hold to speak to a Supervisor or Manager, she kept coming on the line to say she was still holding and also to tell me she herself was having the same experience and your CSR were hanging up her as well. *** after about an hour of going through this mess, she finally got a Supervisor or Manager by the name of Elizabeth. Elizabeth then told us the part was on back-order with no date as to when it would be rec'd, she said she would have to transfer us to another department who can check where the part was, our call was transferred we then got a lady by the name of Faith who said she could not help me so she transferred Heather and myself to another department, who then transferred us to Alma and she was

at the 1-800-469-4663 (same number I had called several times) and she said she could not help me and needed to transfer us to back to some other department, Alma tried calling repairs who was closed by then and said all she could do was leave a message for someone to call me. With all of this said I cannot beleive the nightmare I have had to endure in trying to resolve my issue, and being told no-one can help and being transferred all over the place to get nothing resolved. We have been without hot water since Saturday 6-23-07, I have a 10-month grandbaby, 6-year grandchild, 85 year old dad, 9-year old son living with me how do you think we have been with no hot water!!!! And whats even more frustrating is that I have been waiting all this time and looking forward to thursday 6-28-07 to get our hot water back and just to be told the part is in back order with no dates as to when we would receive it. What's even more ridiculous is that not once did I get a call from

your repair person or departments to say we don't have the part to your water heater and don't know when it will arrive and at least have the courtesy to notify us or give us some options. WHAT IS IT THAT YOU EXPECT US TO DO WITH NO HOT WATER????? IS BEING WITH OUT HOT WATER FOR 6-DAYS NOT ENOUGH ???? I WISH I COULD GET A HOLD OF THE OWNER TO SEARS TO LET THEM KNOW WHAT WE HAVE HAD TO ENDURE with just this incident.

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