Dear Sears Corporation Customer Service,**I'll begin my email this evening by stating t...
GetHuman1692616's customer service issue with Sears from December 2018
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The issue in GetHuman1692616's own words
Dear Sears Corporation Customer Service,**I'll begin my email this evening by stating that its creation is long overdue. Without me looking through my paperwork at this point for an exact date, I can just say that for nearly two years (since the purchase of my Whirlpool washer and dryer from Sears), there has been nothing but disappointment associated with Sears and the products they "warranty". I'm sure you will have all of the following information in your records from my MANY phone conversations, but I will start at the beginning.**The day my washer and dryer arrived from Sears (again, nearly two years ago), I had to send them back. Although they arrived (seemingly) fine, once the dryer had been unwrapped, it quickly became aparent that it had not been side-vented, as I had ordered and PAID for it to have been done. Seeing this, the delivery person stated they would need to take it back... and so, away went my appliances. **A few weeks later, a delivery of my appliances came again, but once they were brought into the house, it was noticed that the side-venting was not actually attached inside the dryer. In fact, the side-venting fell out completely onto the ground... and so, away went my appliances, for a second time. **Again, several weeks later (and MANY trips and MONEY SPENT at the laundromat for laundering during this time, since we had no way to wash*dry our clothing as the machines were replacing our broken appliances), the washer and dryer were once again delivered. This time, they both seemed to be fine in how they arrived, and we were ecstatic! The delivery person then asked me if I had hosing for my washer since there were none with my order. This was a problem, of course, because I had in fact ordered the steel braided hoses when I initially made my purchase at Sears, along with the washer, dryer, side-venting kit, service for the side-venting, AND a warranty for both appliances. The delivery person was so kind however, after hearing my story about the fiasco these appliances had been up to this point, that he found rubber hoses in his delivery truck and used them to hook up my machines. NOTE: To this day, I was never reimbursed for my steel braided hoses NOR did I ever receive them from Sears.**Throughout all of this, I was in contact with Sears Customer Service, but was continually given the run around* being told how awful all of this was, and that it would all be "made right". I filed a complaint, but time passed. I had to return my time and energy that had been spent FOR WEEKS on contacting Sears representatives and delivery people back to my FAMILY and my JOB (for which every delivery call and SUBSEQUENT service call I had to leave early from), and I placed the issues I had up to this point regarding Sears' lack of service and job efficiency behind me.**...and then our dryer broke for the first time, only after a few months of use. (Again, I can't be certain of the exact date at this moment, but I'm sure your service records will show when this happened.) The machine began to overheat and an error code would flash and shut our machine down again and again. Our bathroom where the washer and dryer are located would steam up from the immense heat that the dryer would throw off before completely stopping. I called for a repair and the customer service person told us to stop using the machine for fear of fire in our home. Eventually a serviceperson came out to fix our machine. Once again, I had to leave work early to meet the serviceperson at my home for the repair, and just like when we had no washer and dryer due to delivery issues, we had to take our laundry to the laundromat... spending probably close to $*** during that time, if not more. Upon inspection by the serviceperson, it was found that the side-venting had never been completely attached and so it had to be attached once again... this time, he said, it was done correctly.**Which brings us to "today". When I say today, I mean several months ago, when once again, our dryer stopped working. Again, it would overheat to the point of our machine shutting down and becoming useless. I once again called Sears for a serviceperson to come repair our dryer, and this time we were sent Richard Ryan. Mr. Ryan would actually come to our home maybe * or * more times after this, each time for the SAME service, but for different reasons. **The first time he came out, he told me there was nothing wrong with my machine. I told him how it had done this in the past, and he told me he knew, since he'd seen it on my service record, but that this wasn't the problem. In fact, he turned it on and off, on and off, on and off and it ran (EMPTY). He suggested we simply just "use the timed dry option since it always worked for him" and he left. No repair completed. The machine somehow worked again for a few weeks, but then the same thing happened. It overheated and shut itself down. I called again and explained my situation and Mr Ryan was once again sent out to my home, even AFTER I requested a DIFFERENT serviceperson since he'd been rude and demeaning to me in his initial visit. He once again told me nothing was wrong, that he could not get any error code readings, and that if I "really had a broken machine that I needed to get a picture of the error code and THEN call for a repair". And so again, we used the machine (against the suggestion of the customer service person who I spoke with each time when making my Sears service appointments for the repair), because by this point we were basically just throwing money at our local laundromat every time our machine broke down. **It was the first week of October that our dryer broke again. **I should note before going on that we have had to travel to a laundromat weekly, sometimes even twice a week, since this time in early October to dry all of our clothing. At this point, we have lost track of the monies we've spent on this, but I am estimating that it totals more than the actual price of the dryer itself by this point. This is based off my costs this past weekend, which was well over $** worth of laundering......**And so, this time we took video and photos of the error code that we were told was needed for anything to be done. I called for a repair and informed them of the error code, and once again Mr Ryan was sent to my home. I thought this visit would be the last needed, as the error code provided Sears with the information that our thermistor was broken, as told to me by the customer service representative who I spoke with when making my service appointment, but Mr Ryan came to our house AGAIN, and simply looked at the machine and then ordered the parts. It seemed like his visit was unwarranted, but he informed me that our parts would be ordered and it would probably be about a week before they arrived. He said that if they arrived sooner, to call and schedule an appointment. And so we waited.**A box arrived the first week of November with what I believed to be everything necessary for our repair, and so I called to schedule our repair appointment. To my disbelief however, I was told that there was still one more part left to come and that I would need to wait until it arrived. The customer service representative scheduled me a service appointment anyway, since it was expected (according to their tracking data) that the package would arrive within days. My service appointment day arrived, and no package ever came, so I called Sears and rescheduled. I was told that they didn't really know where our package was at that point, but that hopefully it would soon arrive. They gave me another appointment and we waited. And nothing arrived. So that second scheduled appointment morning, I once again called to reschedule for a THIRD time and cancel my service. I was told it was in fact canceled and that instead of rescheduling, I should just wait for Parts to call me since it was unknown when my final part would arrive. **I was at work when my mother, who watches my * year old and my infant (hence all the laundry) called to tell me that Mr Ryan was at my house for our scheduled repair. My mother was well aware that we'd canceled our appointment in the morning due to a lack of the needed part, and informed Mr Ryan of this, but he proceeded to go into our bathroom where our dryer is located and shut the door, telling her he would "made do with what he had". At which point, I presume he began to attempt to fix our broken machine, even though parts were STILL MISSING. Obviously, I left work to deal with this situation and when I arrived home, I knocked on the bathroom door and asked Mr Ryan to please come out to speak with me. His response was that the dryer was behind the door and that "unless he jumped out the window" I would have to wait. I asked him to stop the work he was doing immediately, and told him I thought he was being very rude, and asked him to leave my house. When he exited the bathroom, he headed for the door, to which I asked him why he felt he was allowed to do this work when he was informed MANY times by my mother after she spoke to me directly that he was NOT to complete it. He said he was "trying to help me out". He seemed oblivious to the fact that without the actual parts necessary for the repair his "help" was useless!**Going into my bathroom after he left, I saw that he had tossed screws which I assume hold my dryer together into the drum of the dryer. The three replacement parts originally sent were now gone. Were they in the dryer at this point, I have no idea, but what I did know was that my dryer was STILL unusable and there seemed to be no end to this ridiculousness in sight.**On November **, I once again contacted Sears and spoke with a woman named Faith. After explaining my situation to her, she informed me that if the final part to my dryer did not arrive by the following Tuesday or Wednesday, that I should then contact Sears once again and request a replacement for my dryer per my contract. The replacement part did not come in, but my family and I all came down with a massive head cold, which for a * year old and infant, also means massive amounts of vomit and spit up. It wasn't therefore until yesterday, November **, that my voice fully returned and I was able to take time to myself without a child choking on phlegm or crying from coughing that I was able to call Sears back again.**It was during this phone call when I told them about my previous conversation with Faith and her information to request a replacement for my dryer per my contract if the part had not arrived by Nov. ** or **, that I was told that the part in fact had been delivered that day. The only problem was that it had not been delivered. While on the phone, we searched outside our home, in shrubs, in the mailbox, along our driveway, but no package was found. My phone call was then transferred to another Sears representative and I once again began my story. This particular person was EXCEPTIONALLY rude and basically informed me that the person Faith I had spoken too had been ill-informed and did not provide me with correct information. And that I would simply have to wait for the part to be sent again for my dryer to be repaired. I was infuriated at the run-around I was being given and expressed this emphatically to her, only to then realize that she seemingly hung up the phone on our call.**I called back AGAIN and spoke to someone new. I retold my story again* now probably for the *th or maybe even **th time, at this point, and this particular time, the service representative was very kind. She expressed her dismay with my previous encounter and then offered to pass along my information, and a request for a replacement to my appliance, indicating that there were no guarantees. She told me that someone would contact me anytime between **-** hours either via email or phone call, and that she hoped the best for me. Had she been my sole encounter during this entire ordeal, I probably would have left that conversation hopeful, but yet I did not. As of today, Dec *, over a week later, no one has contacted me in regards to this claim.**I have seen how Sears has made me jump through hoops and repeat myself on a loop time and again over the series of issues this dryer has caused me. I purchased a warranty agreement, thinking that IF NEEDED, my appliance would be serviced in a timely and efficient manner to allow us to use it as intended, but this has never been the case since its purchase. To say I am disappointed is such an understatement. I am exhausted. I am frustrated. And I am angry. I bought a new washer and dryer from Sears to be able to wash and dry my clothes in my home. To provide me with the convenience in time and cost savings of not having to go to a laundromat. And yet I've saved neither time nor cost over the past two years.**I don't know if or even what you are willing to do to rectify this disastrous ordeal, but I am hopeful that you can come to some fair and reasonable decision that results in me having the working dryer I deserve AND paid to have. I have shared my story with family, friends, and even strangers at this point, both in person and via social media, and I will continue to do so, in hopes that Sears Corporation will take the needs of their customers more seriously.**I thank you for your time, and hope to hear from someone regarding my concerns soon.**Karen Robinson (Claim ********)****-***-******* Peace Pipe Trail*Smithfield, RI *****
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