Sears Service Department

Monday, March 26, 2007

From:

Frank Lucido

44-210 Mariposa Court

La Quinta, CA 92253

760 772-1422 Email User

Complaint against:

Sears Appliance Dept. Corporate Office

3333 Beverley Road

Hoffman Estates, ILL 60179

1 800 469-4663

Dear Sirs;

I bought a dishwasher from Sears on March 9, 2004 and purchased an extended warranty at the time that runs from 3/09/04 until 3/08/09. So the dishwasher in question is under warranty.

On Sep. 13, 2005 the dishwasher broke down, called repair service and they showed up on the 20th. The dishwasher needed a new brain and was fixed and back in working condition on the 29th. 16 days of washing dishes, and 16 days of warrantee down the drain.

Now on Feb 17, 2006 the same dishwasher broke down and we called the repair service and they showed up on the 20th, and guess what, the same identical thing, IT NEEDS A NEW BRAIN.

The service man told us it would be about a week before the “brain” would get in and he would fix it at that time. When a week went by and no “brain” came to our house, we called Sears and they told us “It is on back order” and is scheduled to be sent on March 12th. That day came and went and I called again and was told that item is on “back order” and is scheduled to be sent on the 19th. That came and went and now we are told that the item is scheduled to be sent on April 6th. That all means that MAYBE it will be sent then and if it does, it will probably get here on April 9th (if we are lucky) and then have to wait until the repair man is our area, which could mean another week. Counting the 16 days from the first time, we will have been with out a dishwasher for over 60 days. 60 plus days of washing dishes and 60 plus days of warrantee down the drain. Is this acceptable practice? To pay for an item that you can’t use and loose over 60 days of warrantee that was paid for in good faith. Is it?

I want to know what is my recourse and exactly what should I do about this unacceptable practice. I get nothing from the employees of Sears and when I asked to speak to their supervisor, they told me they didn’t have one! AND they didn’t know who I could talk to, to resolve this matter. What kind of a company has this become? I have been buying from Sears since 1950, if this is how the new "service" plan works, they will never get another penny of my money !

To resolve this problem, I would accept an extension to my warrantee for the same amount of time it took them to repair the dishwasher, and also be compensated for the time the dishwasher was down. A $300.00 gift certificate ($5.00 a day of down time) from Home Depot., would suffice.

.

Sincerely,

Frank Lucido