Sears Kenmore washer/ lack of reasonable service

Sears, Roebuck and Company

Hoffman Estates, Il 60179

Sears, Roebuck and Company have outlet stores around the nation in smaller

towns without a Service Department. Yet these smaller outlets continue to

sell appliances to customers with the "understanding" customers can still

get great service. The Service Departments have been moved to larger

cities to cut costs. In my case the nearest Sears store is n Havre,

Montana (90 miles away) and there Service Department is in Great Falls,

Montana (200+ miles away). Below is my story and what has and has not

happened since the purchase of a new Kenmore washer:

My 25 year old Kenmore washing machine broke on 05/06/07. I purchased a

new Kenmore washer ($599.99)from a Sears in Havre, MT on 05/13/07. It was

delivered on 05/14. I used it that evening and noticed the washer moved

out of place 3-4 in during the spin cycle. I used it again on 05/16. This

time it moved out of place about 12 in. No harm had been done, so I used

it again on 05/16 until I could call Sears and have a Service person come

fix it. While upstairs I heard loud noises coming from the laundry room. I

found the washer had "walked" across the room 2-3 ft and was banging itself

against the wall. I turned it off, put it back in place, and found it had

damaged the wall and the linoleum floor. I called Sears in Havre on 05/17

and told him what happened and I wanted the wall, floor, and washer

repaired by Sears. He said I would need to get an estimate and that he

would have a Service person fix the washer on 05/24. On 05/23 I received

three messages from Corporate Sears (1-800-469-4663) that I needed to

reschedule my appointment. I called the number and talked to a person with

Badge # 55438. He said that the earliest a Sears service person could come

out was 06/07. I told him this was unacceptable. I had already been

without a washer since May 6, and I was willing to wait until 05/24 for

service but not until 07/07. He instructed me to call the Sears corporate

office during work hours and talk to them. On 05/24 I talked to 5

different people at the National Customer Relations office. Each time

repeating the story and that I wanted Service on 05/24, like I was

originally told, not 06/07. They told me all systems were down and would

not be able to send someone until 06/07. I told them this was

unacceptable, that it was costing me valuable time and money to wash

clothes in town. I told them I wanted my wall repaired, and the linoleum

floor replaced to our satisfaction. The Sears Recovery Team representative

(Helen) told me that maybe they could get someone out On 05/31. I told her

this was still unacceptable but to schedule it since it was apparent they

were not going to help me any sooner. I've been a loyal Sears customer for

over 25 years because of the quality of their products. But because of

their lack of reasonable SERVICE I want a FULL REFUND (including delivery

fee of $90), the wall repaired and the linoleum floor replaced by Sears. I

was called by another Sears representative (Sears One Source, central

Texas) yesterday 05/29, 5:30 pm, to verify what had happened. His name,

Oscar, had his facts wrong. His notes said there was water damage, which I

never claimed. I asked Oscar about who was taking care of the repair to

the wall and floor and he said I would have to call the Sears Recovery Team

for claims (1-800-690-5650). I told Oscar I wanted my wall repaired and

the linoleum replaced and a full refund for the washer ($599.99 plus $90.00

delivery). He said that he could only refund the cost of the washer. This

is not acceptable to me because the delivery service lacks the SERVICE

aspect of the purchase. I called the Recovery Team for claims on 05/29 at

5:41 pm and talked to Luis. He too though there was water damage. He told

me that a Technician would be coming out tomorrow 05/30 to verify the

property damage. This is the first I had heard someone was coming to look

at the damage. No one from Sears had told me this. Where is the Service

Sears so proudly boasts. All I want now is for Sears to fix my wall and

replace the linoleum floor to our satisfaction, and to take back their

washer and refund me $689.99. I will then go down the street a few blocks

to a Maytag/Whirlpool store and buy a washer, where I know I will get

Service the next day.

Carmen R. Luna

Malta, MT