We have Sears home Warranty coverage for our House and filled a claim for our double wa...
GetHuman2465596's customer service issue with Sears Home Warranty from March 2019
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The issue in GetHuman2465596's own words
We have Sears home Warranty coverage for our House and filled a claim for our double wall oven on ****** and received a claim *SCCM*XK***. On ****** the Sears appliance repair person ( Ryan) came and discovered the parts that we need to repair our oven are no longer available. He reported back to SHW and told us we would receive the information in **-**hrs on the next steps SHW would take to replace our broken oven.**I did not get a call or email when I looked at the SHW website for the status. I opened my account and it stated the service order *SCCM*XK*** service was complete.**I called the SHW stated my case and the operator said she would put in another claim *SCCM*Y***F-*, added the notes that my case was closed and I needed a supervisor or someone else who could clear up the mistake that was made and inform me when they plan to approve a Kitchen Aid ( KEBI****DL*) replacement for my oven that the service tec. determined that the repair parts for my oven is no longer available. She said a dummy( her terms) service call will bring attention the first call *SCCM*XK*** and she added notes that no one followed up to take the next steps to replace my oven. Since there was no other way to talk to a manager, this was the only means to bring attention to my problem. Sure hope we don't have to go through another month cancelled service appointments to have another evaluation on my oven that has to take * weeks to discover it's unrepairable and parts are not available. ****According to my SHW coverage:I" f my appliances*systems are old, will you replace them?*The Agreement addresses the mechanical failure of appliances and systems in your home. When a breakdown happens, we will schedule a technician to diagnose the failure and report the findings to us. We will make every effort to repair the item, if we are unable to repair the item, then we will replace it with a model of comparable features."****The original call I made to repair my oven was *******, the first service appointment was set at ******* between *-*pm. I took off work and received a call they will not be able to make the call to my home, very busy.**I set the second call ****** again no one showed after * days off work.****I schedule the *rd call ****** for *-**pm, no one showed but said they would be there by * pm. After taking * days off work, the Sears tech did show and discovered the oven parts were not available any more and that in **-** hours Sears Home Warranty would contact me on approval and replacement for my oven that has been out of order for over a month.****Put yourself in my shoes and if you had gone through the many calls I had to make and just talk to an operator who had no authority and could not resolve the many problems I had to encounter.****I sure hope that this email makes it to someone who cares about the customer service and reads the abuse I had to go through in order to be serviced.****Please contact me back as soon as possible by my email: *****@***.com, , and*or Cell phone ***-***-****
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