Sears Home Central service on a Kenmore Water Heater - Bought a Kenmore Power Miser 12 Electric Water Heater to replace an aging one in a rental condo apartment in April of 2002. It was installed by Sears service at my expense a few days later by appointm

Sears Home Central service on a Kenmore Water Heater - Bought a Kenmore Power Miser 12 Electric Water Heater to replace an aging one in a rental condo apartment in April of 2002. It was installed by Sears service at my expense a few days later by appointment. (4 hour arrival window)

Re: Sears Home Central service on a Kenmore Water Heater

Bought a Kenmore Power Miser 12 Electric Water Heater to replace an aging one in a rental condo apartment in April of 2002. It was installed by Sears service at my expense a few days later by

appointment. (4 hour arrival window)

On approximately Oct 22, 2004 I was informed by my tenants that they had almost no hot water - they ran out of water in several minutes and couldn't even take showers. Since this was a Friday evening, I got on Sears schedule line and was able to get a repair appointment for Monday the 25th by emphasizing the two young ladies would be without hot water for a number of days.

Met the service person at the apartment at the scheduled time - I had him call me when he would be on his way. He noted that by wiggling the thermostat on the lower heater there was a sound of hissing meaning that water was being heated and he therefore decided the thermostat, not the heating element was the problem. He replaced the thermostat and water appeared to be heating, although he couldn't wait for the several hours it would take for the whole 50 gallon tank of water to heat.

Since the unit only had a 1 year service warrenty, paid $123 for the service and the $16 thermostat was covered by the warranty. Received a call from tenant yesterday (Sunday, 11/7/04) that same problem was recurring. Called Sears Home Central today (11/8) and when I finally got thru to scheduling was told the earliest appointment for fixing the faulty repair was a week from Wednesday (11/17). When I protested I was told they would try to improve on that date and that I would be "called right back". That call was at around 8:30 AM. Stayed home all day waiting for the call.

At about 4 PM I called back and the Sears Central automated system, noting my phone number, said I was scheduled for a repair and would I like to know when it was scheduled. Saying "yes", I found I had a repair scheduled for 11/17 in the AM (8-12). Went thru the system to "change a repair sheduled date" and got to a human. After my complaint the person said the earliest would be Monday a week from today. I asked who else I could talk to and she asked me to hold.

After some time she said the line was busy and gave me the number to contact. It is still busy as I key this message in - she offered to have them call me, but my confidence in their returning calls has waned somewhat. Only called Sears because thay should be most familiar with their products and have the service parts with them based on the problem description. So now I can call an independent plumber and pay for his work in addition to that paid to Sears? What service? What? Service?

Have a Kenmore washer and dryer and bought a high end dishwasher early this year, but won't buy another appliance from them if the expected response to a service call is this inconsiderate. I believe

that Sears Service is spread too thin - the service man I encountered was going to another call an hour away - and they are advertising service for brands other than their own, making more demand on their

service force.

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