This is a long story, I am adding details that some people may say " more information t...

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

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The issue in GetHuman-cjnondix's own words
This is a long story, I am adding details that some people may say " more information than I need" * But, I am hoping to get a problem resolved! Here goes...My name is Charlotte Noernberg. Phone number ***-***-****. Our water softener does not function. The part was ordered but * it was not in stock. Since October **, **** we have not had quality water in our home. I was advised that Sears would replace the water softener. Case * *******. That information was given to me by a lady by the name of Alexa in the protection agreement department. She stated emphatically that our water softener would be replaced and she stated that I would be contacted in *-** days. Then, on November **th. when I called to check on the status of the replacement , I was told that the request was denied! A person from the parts department said that the part was found on E bay. Tony, in the parts dept. said it was shipped to Nashville. He gave me a tracking number for the part. It is from the USPS. ***********************. I asked Tony when the part would be installed. He said he did not know. He stated that he had tried to contact Customer Service and they did not answer their phone. I asked for that phone number. I contacted customer service and spoke with Nellie. Nellie was nice and she reassured me that she would find the part. Today I called back to ask about the part and I have left * messages to the service dept. No response. The call to the corporate office did not help me either. The lady ultimately said to wait **-** hours to hear back from someone! We do not have any idea when the part will be installed. We desperately need water in our home. I am very dissatisfied with the way this matter has been handled. I can not use the water in my home without a water softener! The water has a high iron content and it stains the laundry and our plumbing. We can not drink the water or cook with this water or even bathe in this water!!! Please help!!! We need repair or replacement NOW!!!
This is extremely frustrating! We are unable to function in our home without the water softener! We just need someone to do the right thing and be honest about the availability of the parts and stop lying about the parts or how long they expect us to wait for repair or the replacement of the water softener. We purchased the maintenance agreement and expected to have this repair or replacement in a timely manner.
I believe that Sears should have resolved this problem quickly. But, since they haven't managed to do that I would like to know how other people have coped with Sears when they needed an appliance repaired. I have spent many hours on the phone trying to get our water softener repaired or replaced. I have lost faith in Sears. I am very frustrated. I am just plain tired of getting the run around! It should not take a month to have a repair or replacement made.
We have bought multiple appliances from Sears in our ** years of marriage. Never could have imagined that we would have this difficulty with Sears!!!
What else can I do to have this problem resolved? If anyone has a suggestion on how to motivate Sears to take care of the repair or replacement problem I would appreciate hearing about it.
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Sears

Water Softener
Customer service issue
Reported by GetHuman-cjnondix
Nov 29th, 2018 - 9 mons ago
I have an issue with Sears too
Not resolved
Seen by 31 customers so far
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GetHuman-cjnondix started working on this issue
Nov 29th, 2018 5:57pm
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Nov 29th, 2018 6:15pm
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Nov 29th, 2018 6:44pm