I would like Sears to stand by the information I was given when I made arrangements for...

GetHuman-dereklc's customer service issue with Sears from September 2018

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The issue in GetHuman-dereklc's own words
I would like Sears to stand by the information I was given when I made arrangements for *my dishwasher to be repaired.**I called *-***-***-**** at approximately *:** central daylight savings time on Aug. **, ***** to inquire about having our Kenmore dishwasher (which was bought at Sears, model* *********K***, serial* F********) repaired. I told the person to whom I spoke I suspected *the problem was the control panel, and I asked if this was something that could be *repaired on site in the home. The Sears representative assured me it was, although the *technician would probably not have the part, and would have to make a second trip to make *the actual repair. I asked if the cost of the first trip (the diagnostic fee) would be *deducted from the cost of the actual repair, and the Sears representative told me it *would be.**The technician came on Sept. *, **** and confirmed it was the control panel that needed *to be replaced. He gave me the estimate for the repair, and the $**.** diagnostic fee *for the first trip was not deducted. I told him I had been told by the Sears *representative it would be, but he told me it would not be deducted. I determined this *was not something that could be settled with the technician, so I paid the $**.** *diagnostic fee but declined the repair.**I called *-***-***-**** the morning of Sept. ** and was told by several people that I was *misinformed by the Sears representative in the initial call I made on Aug. **.**The reason I made the appointment for the diagnosis was because I was told the charge for *the diagnosis would be deducted from the cost of the repair - I would not have made the *appointment for diagnosis if I was going to be charged for two trips (the diagnosis and *the actual repair).**I understand that apparently I was given the wrong information in my initial contact with *the Sears representative on Aug. **, but I based my decisions on the information I was *given by the Sears representative. It is the obligation of Sears to stand by and honor *the information given to customers.**The technician's estimate for labor to replace the control panel was $***.**. The part *is $***.**, plus $*.** tax. This comes to a total of $***.**. If one subtracts the *$**.** diagnostic fee from this total, as I was told would be done by the Sears *representative to whom I spoke on Aug. **, I should be charged $***.** for the repair.

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Customer service issue
Reported by GetHuman-dereklc
Sep 17th, 2018 - 4 years ago
Not resolved
Seen by 14 customers so far
Similar issue to 1441 others
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GetHuman-dereklc started working on this issue
Sep 17th, 2018 4:32pm