Sears Service department

On October 11, 2008 the digital key pad went out on my Kenmore Elite Oasis Dryer. I called the repair center that day. They scheduled my appointment for the following Friday 8 to 5 was the time window (how nice). The service man arrived at 6pm and worked on the dryer. He said that it was not the touch board but the board in the machine. He replaced it with three different boards he had on the truck to no avail. He said that he had to order the part (same one).He said I would have to call the service department and make a little noise to get anything done. I called the service dept. And asked what will happen if the part was unrepairable? They said only the technician could declare the dryer unrepairable. So a week later the part came in and a week later was the appointment. The same service man visited and put in the part and it still did not work. I told him what the person on the phone said and he replied that they were incorrect because he does not have any power. He is at the mercy of the support department. Once again he ordered the same part. My husband called the service center and questioned them about what will happen because this is the 5th part. The person on the phone said they were sorry but the tech needs to come out four times for the same thing. He continued to express his displeasure so they transferred him to some one else who did the same. At the end of the night he spoke to 9 different people all with the same comments "there must be 4 visits for the same problem before they will replace the dryer". "I understand how you feel". "Sorry for the inconvience". We did not feel they really felt the emotions they were expressing. I have a three year old and have been out of a dryer for a month. The third visit was from a different tech he came in and he was not happy. He said it was not the board in the dryer that was bad but the touch board. (We are not technicians but we knew that from day one) He said he had to order the new part and to ask for him to come back out to put it in. I found a box on my porch a couple of days ago and scheduled the appointment which is supposed to be tomorrow. Low and behold we received a phone call this evening which was to inform us that we only received one part and that the second part is out of stock in the warehouse. They do not know when it will be in and I will continue to be out of a dryer.

I know people who had to get repairs on their washer or dryer and the repair department got them a rental dryer which we have zero room for. We could not get paid for laundry services because in some strange way that's not in our warranty.

The people at Sears or the repair department don't care about their customers just their crazy policies. They would rather replace a part 15 times than to do the right thing to keep their customers.

I have told everyone I know about this and plan to keep telling people so they don'receive the same total disregard for customer service.