November **, *****Dear Sears,**My wife has been without a dryer for over * months since...

GetHuman-asicman's customer service issue with Sears from November 2018

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The issue in GetHuman-asicman's own words
November **, *****Dear Sears,**My wife has been without a dryer for over * months since our first Sears’s appointment. Since then we have paid Sears $***.** and after * Sear’s appointments our dryer is more broke than when we first called you in early September, actually broken more by a Sear’s technician.**On the *st appointment Sep **, **** the technician said we needed a circuit board. We could pay over $*** to fix it or $***.** to fix it and enroll in the Sears Home Warranty for a year at $**.** per month. I said I would enroll. I was instructed the part would come to my house, call and schedule for the *nd appointment. Part came and *nd appointment was scheduled for October **, ****. The technician installing my part said it popped and I now need a *nd additional part that would cost $***, but do not worry, you are covered by Sears Home Warranty.*At this point either our dryer was misdiagnosed at the *st appointment and would have cost me approximately $*** ($*** * **% of $*** * tax@*%). I would have never ordered the Sears Home Warranty under those terms because I would buy a brand new dryer,*Or*the technician installed the *st part incorrectly and broke the *nd part at the *nd appointment. The technician said Sears will fix it or give me a new dryer, the parts would come, and then reschedule like before.*We waited over a month and on November **, **** we called * times and spoke with over ** people. I was again told if Sears cannot fix the dryer, I would receive a new dryer. I was also told again Sears would take care of you. I was also told there was no record of the *nd part being ordered. I waited * days with no response, and called * times again on November **, ****, and was told a technician will come out tomorrow (November **, ****). The technician came out and showed me his computer and pointed to a written line of text which prevented him from working on my dryer, but the technician said don’t worry Sears will take care of it.**On November **, **** I received a bill for the October *st appointment for $***.** and if I do not pay it I will be in collections. I immediately called and after waiting and being transferred to a third person I got a busy signal to end a ** minute ** second phone call. I called back immediately and on the transfer to another person the phone went dead and I waited ** minutes hoping someone would pick up. Within these first * calls someone tried to transfer me to “Paid Benefits” as they could handle this. I was also told the dryer had been fixed on the October **, **** appointment, (NO!!, Sears broke a *nd part and made it worse). I called immediately a *rd time and was told by Anthony ID* ******* to talk with “Paid Benefits” but they had just closed, but call back tomorrow when “Paid Benefit” would be open from *AM to *PM Eastern Time. I called back the next day at *AM Eastern Time and spoke with * people and none knew what “Paid Benefits” was. I called again, worked my way up to a manager who could not help me, so I asked to speak to his manager. He said his manager was on a phone call, but his manager would call me and I was next in line. He never called. I then looked online for phone number to call Customer Relations to resolve my issues. I was yelled at and hung up on. I was rudely told I could write a letter or call the number (***-***-****), which I have called dozens of times before with no results. I called back to get the address to mail a letter to and was told, Mr. Block you are now on list, do not call again, and yelled at me with a legal threat. My Uncle was technician for Sears* he would roll over in his grave.**I tried one more time and a *th appointment was scheduled for the next day, November **, ****. A technician did not come and to date has not contacted us, although I did receive texts and * emails saying a technician will come on November **, ****.**I have called dozens of times and spoke to approximately ** people. Hung up on, told we will take care of you, busy signals, twice told to ask for departments the next day and nobody know of these departments, told call would be returned and they are not, left hanging on a dead phone line and yelled at and given a legal threat if I call back.*Four appointments,***** one part is bad, sign up for Sears Home Warranty to save money, possible misdiagnosis***** technician broke a *nd part while installing***** technician said he could not work on dryer****** never showed up and has never contacted us**Also received a bill for $***.** for October **, **** and was told by multiple Sears associates the dryer was fixed when actually a *nd part was broke during the installation. Sears made the dryer more broke than when I initially called in early September. Multiple associates told this date was September **, ****. It is quite obvious that Sears’ records are at best ambiguous.**My wife has been WITHOUT a dryer for over * months since the *st appointment and has been loading wet clothes into garbage bags and has to go to the Laundromat twice a week. My wife is ** years old and this is not easy. It is now Thanksgiving with a house full of out of state family and we have even more clothes. I have been discussing with my attorney daughter-in-law my possible options.**The following are working solutions:**) Pay back the $***.** to my VISA card of record. In writing tell me the $***.** bill for SERVICE ORDER ******** (SERVICE NUMBER ***************) does not need to be paid. In writing tell me my Sears Home Warranty is cancelled.*or**) I was told twice if Sears cannot fix the dryer, Sears will replace the dryer. The Kenmore ***** is the closest model. Sears will replace my dryer with the Kenmore ***** model with pedestal including delivery and haul my dryer away, all at no additional cost to me. Online it is $***.**, we paid over $*,*** for our current Kenmore Elite HE*. In writing tell me the $***.** bill for SERVICE ORDER ******** (SERVICE NUMBER ***************) does not need to be paid. We WILL also keep our Sears Home Warranty.**Sincerely,**Matthew Block**** Trace Ridge Dr*Ridgeland MS *********-***-*****ASICMAN@LIVE.COM
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Sears

Customer service issue
Reported by GetHuman-asicman
Nov 28th, 2018 - 9 mons ago
I have an issue with Sears too
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GetHuman-asicman started working on this issue
Nov 28th, 2018 1:33pm