To Sears,* I am writing this letter to inform you of how disappointed I am with the re...

GetHuman-frankwto's Warranty Claim issue with Sears from May 2020

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The issue in GetHuman-frankwto's own words
To Sears,* I am writing this letter to inform you of how disappointed I am with the repair department and the Master Protection Plan I have held since ****. I contacted the repair department in early March as I smelt smoke coming from my range. Two weeks later the service technician came out on March **, **** and informed us that there had been an electrical fire. He tried to order parts but was informed that parts were unavailable and we would have to wait until April **th before the repair department could release the repair service to the benefits department so we could get a new stove. I called again on Tuesday April *th just to get an update and was told that they needed to send an escalation letter to the repair service department supervisor for him to release the paperwork to the benefits department. I called again for an update on Friday April **th. I was told that I would still have to wait until Tuesday April **th for the repair service department to release the paperwork to the benefits department and I would receive a call back. That call never came. So on Friday April **th I called again for an update. I was on the phone for * hrs and called a total of * times between being disconnected and sent to multiple different departments as no one could figure out who I should talk to. Finally I was told that they tried calling us for three days and since they couldn't reach us they cancelled the service order and we would have to start the complete process over again. I have an answering machine which they failed to leave a message on, caller ID with no calls from Sears and an E-Mail address on file that they failed to use even though they had used email in contacting me on numerous occasions. As a Master Protection Agreement paying customer for ** plus years this is totally unacceptable. We did not receive any type of contact from sears. We had to start the process over again and wait for a service technician to come out on May *th. There was no need to look at the stove again so the service technician left and said he would finalize and close out the repair process *as there are no parts available* and send that information to the benefits department. We where told we would hear from them by either phone or e-mail within ** hours. When we didn't hear anything by May **th I called again and was told that they would be sending out a SU letter and I would hear from them in ** hours. When that call never came I called back at end of the day on May **th. I was told that they would send an escalation letter and again we would hear from them in ** hours. That call never came. When I called to check on the status on May **th I was again told that they needed to send an escalation letter. I told them that the letter was sent out on May **th. They replied that it had not been sent. I asked to speak with a supervisor and was put on hold only to be told by the operator that I could not speak with a supervisor but that she did and the supervisor had said that the only thing they can do is send out the escalation letter. Again I asked to speak to a supervisor but the operator said there was nothing more she could do. I feel that I have been more then patient, we are going on *-months now. Each time I call and spend hours on the phone only to get the same response. What do I need to do to replace my range that I have been paying insurance on since **********. Again, as a loyal Master Protection Agreement paying customer for ** plus years this is totally unacceptable. ** Sincerely,* Ria Brunton,

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Sears

Warranty Claim issue
Reported by GetHuman-frankwto
May 19th, 2020 - 3 years ago
Not resolved
Seen by 10 customers so far
Similar issue to 1512 others
0 customers following this

Timeline

GetHuman-frankwto started working on this issue
May 19th, 2020 2:03am

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