June *, ******TO: Sears Customer Service Department**This purpose of this letter is to...
GetHuman748367's customer service issue with Sears from June 2018
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The issue in GetHuman748367's own words
June *, ******TO: Sears Customer Service Department**This purpose of this letter is to obtain help in getting my Sears Garage Door Opener installed or to get instructions on how to cancel my order in case that Sears is not able to install my garage door opener by Tuesday, June *, ****. I have been a loyal fan of Sears Craftsman products for over ** years. However, I have had a terrible experience with Sears Craftsman Garage Door Opener Sales and Installer.**I current garage door has a battery backup. About three weeks ago, the garage door display indicated that the battery needed replacement after ** years in use. I ordered a Diehard replacement battery and paid the extra money for quick delivery. A few days later the battery arrived, and I replaced the old battery with the new one. The garage door display indicated that the battery need ** hours to fully charge. In the meantime, I had been opening and closing the garage door manually. When the garage door display indicated the battery was charged, I reconnected the door and attempted to close the door. The door closed, but immediately went back up and stayed half way up. I attempted it several times and obtained the same results. I disconnected the electricity for the garage door opener, just in case it needed to reset the unit. I re-connected the electricity, but obtained the same result leaving the door half way up.**On May **, ****, I called Sears repair services, who supposedly sent me a repairman On May **, ****, to check my current garage door opener was going to give me a free estimate. That person was not a repairman, but a salesman, who indicated that to repair my garage door opener would cost $***.** and a new garage door opener would cost $***.** (Sears Garage Door Solutions Sales Order *******, dated May **, ****). Since my current garage door opener is ** years old, I decided to get a new one installed, with the same battery backup feature and connectivity to my smart phone through Wi-Fi, but I needed the new garage door opener installed in * days. He called his office, and everything was OK. On May **, ****, the day of installation, nobody showed and when I contacted Sears, they did not have my installation scheduled, nor they knew when the installation was scheduled for, because the Sears services contractor keeps its own schedule and does not allow the Sears Sales Representatives to schedule the installation. They sell and collect for the installation, but they do not schedule the installation. Sears Sales Representative lied about the installation in two days. Frustrated with the whole situation, I cancelled my order (Sears Garage Door Solutions Order Cancellation *******, dated May **, ****). **I then got in the Sears website and notice that the salesperson had sold me the cheapest chain unit and was not what he portrayed to me as the belt unit with Wi-Fi connectivity. I ordered online the top of the line Craftsman garage door opener on sale for $***.** and installation of $***, for a total of $***.**, including *-year In-Home Master Protection Agreement and Sales Tax (Salescheck *************, dated May **, ****). Again, the sales person on the chat line promised delivery in the morning of Saturday, June *, ****, but that did not happen neither. Again, I was lied and deceived by the Sears Sales Team. On an email I got from Sears on May **, **** at *:**PM confirming the order, it says: **“Installation Items: One of our professional contractors will contact you by *:** pm tomorrow evening to schedule your delivery installation. If tomorrow is a Sunday or a holiday, they will reach out on the next business day. If the contact you provided below is incorrect, please call us at (***) ***-****, *:** AM – *:** PM Central. * days a week.”**Since I did not get a call from the “professional contractor”, I called the Sears Customer Service twice, and was told that the “professional contractor” was not answering the telephone calls. They gave me the telephone number ***-***-****, Global Express Inc. for me to contact them directly, which I did several times, but their voice mail box is full and does not accept any messages and automatically hangs up the call.**At **:** AM on June *, ****, I called the “professional contractor, telephone ****-***-****, and got the same voice mail box full message. I then called at **:** AM, the Sears Garage Door Installation at *-***-***-****, and Sears representative had the same result--the professional contractor*installer does not answer calls and cannot accept messages because the voice mail box is full. **This is one of the worse experiences in my life and thought I would share with family and friends, just in case they had a similar experience. I have received numerous comments on Facebook, where people had the same Sears services experience. No wonder Sears sales are going down. Their products are top quality, but the service is horrible. I do not know want else to do but cancel the installation services and get services from other more reliable source.**In the meantime, I, a disabled veteran with right shoulder problems, am the manual garage door opener and further injuring my right shoulder, not including the aggravating pain.**Sincerely**Tom*s Esterrich**** Carter Court SW*Vienna, VA ******Tel. ***-***-*****Cell. ***-***-*****Email: EsterrichT*****@***.com
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