I sent the text below via e-mail to *****@***.com at *:** PM on ******** and have had n...

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

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If you need to schedule service for a warranty claim you should call 888-203-9631
The issue in GetHuman-bobmcfet's own words
I sent the text below via e-mail to *****@***.com at *:** PM on ******** and have had no response as of ********.**Dear Sir,**On December **, **** my wife and I purchased a Kenmore Elite Ultraclean Dishwasher (Model ***.*****K*** Type ***.* Serial Number F********). It was installed by Sears on January *, ****. It was a replacement for a Maytag dishwasher that was purchased and in use from ****.* *On Sunday November **, **** we ran the dishwasher and found a significant amount of water on the floor in the area of the dishwasher. I cleaned the floor and let the dishwasher sit overnight. Monday afternoon I removed the outer bottom panel of the dishwasher and determined that there was a small hole in the bottom of the stainless steel tub in the area near the heater connection in the tub. I was very disappointed that a hole had developed only after * years. This was especially true since the warranty, copy of page from manual attached, states “If a leak ever occurs as a result of rust-through of the stainless steel tub or inner door panel, the tub or panel will be replaced free of charge.” I expected it would not rust through, but it has.* *When I called the Home Services number (*-***-***-****) today, November **, ****, I was connected to Rita. I explained that there was a small hole in the bottom of the stainless steel tub, and that per the manual the replacement was covered. At first, I believe she told me that only the parts would be covered but not the labor, and I had to have a Sears Technician come to diagnose the leak. My comment was that the warranty said the replacement was free of charge. She also told me that there would be a fee for the technician to confirm the leak. I told her that I had no problem with having a Sears technician confirm the leak, but I had a problem with paying a fee, since replacement is supposed to be free per the warranty. I asked to speak to Rita’s supervisor. She connected me to her supervisor whose name I didn’t understand due to her accent. I explained my situation to her and that the replacement should be free per the warranty. She stated that only the parts were covered by the warranty. I asked her to pull up the product manual and read the warranty. She informed me that they had their process and would not go to the product manual. She insisted that only the parts were covered and offered me a **% discount on the labor. I told her that was not acceptable to me, and I asked to speak to her supervisor. She informed me that people above her supervisor level were not available for customers to talk to. I told her that according to the manual the replacement should be free. She said they could not schedule an appointment if I wasn’t going to pay and said she thought we were done and hung up.**I have been a loyal Sears customer since ****. I am requesting you review the warranty associated with the dishwasher and either *) have someone contact me to schedule the free replacement of the dishwasher tub or *) explain in detail why the warranty words in the product manual do not apply.**Sincerely,**Bob & Barb McFetridge**** Colbaugh Rd.*Trafford, Pa. *****
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Sears

Customer service issue
Reported by GetHuman-bobmcfet
Nov 29th, 2018 - 9 mons ago
I have an issue with Sears too
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GetHuman-bobmcfet started working on this issue
Nov 29th, 2018 4:00pm