Question

We have had a Sears Service Agreement for a very long time now and it was extremely expensive. Due to this fact alone, I am very disappointed in the service times that are given to us when one of our appliances need fixed. For example, my Kenmore dishwasher isn’t working, won’t drain the water when it is supposed to, which of course renders it unusable. My wife just called for service and was told that the “first available appointment” is not until November 5th! We have had this issue for quite sometime now but it seems to get worse every time we call. I’ve been told that “nobody is going to be in your area for this week” and I never understood what ‘my area’ had to do with anything. I’m pretty sure we didn’t get an out of area discount when paying for our agreement. We should get the same level of service as anyone else does, regardless of where we live!! Also, for the thousands of dollars we spent a long time ago, I believe we should actually get preferential treatment for pre-paying! We’ve also had the problem of letting the rep on the phone know what is wrong and asking if they can please bring a new part because we’re pretty sure this is what’s wrong, then the driver shows up, verifies that is the problem but says he doesn’t have the part. In fairness, the last time we had a tech come work on the dishwasher, he was an older fellow and was the absolute best repairman we ever had. He actually cared about the problem, took the door apart and found the problem and fixed it. Two repairmen before him did nothing but spin the dial, see the soap dispenser open and say “it appears to be working fine”. Only to have the same issue happen within the next two days. Anyway, I would like a response on the appointment times being really, really slow. I live in Burgettstown, PA and there is a service center in Washington, PA, a mere 25 minutes from where I live, so not sure why I have to wait until “someone is coming out to my area”??

Answers

5 answers

  1. Jamlnburg,
    My name is Liz and I am a member of the Sears Cares Escalations team. I saw your comment and wanted to reach out to you to offer our assistance. We are very sorry to hear that you are having such an upsetting experience with your dishwasher. We can truly understand how discouraging this situation has been for you with waiting to have your dishwasher repaired. We would be happy to have a case manager contact you and discuss available options to help resolve this matter. At your earliest convenience, please send the following information – contact #, screen name (jamlnburg), phone # used at time of purchase to smadvisor@searshc.com. Again, we do apologize for the inconvenience and look forward to speaking with you soon.
    Thank you,
    Liz R.
    My Sears Community Moderator

    1. In response to SHC-LizR

      Hi Liz,

      Thank you for your response. I work in customer service and am on the phone most of the day, so my earliest time to be reached won't be until Saturday. I'm not sure if that works for you but if so, my home number is (7**)9**-5***.

      I do check this email but only a couple times a week.

      Thanks,
      jeff

    2. In response to SHC-LizR

      Hi Jamlnburg! Thanks for posting your information! I did remove your phone number from viewing publicly, for your security.

      Look to hear from a case manager soon!

    3. In response to SHC-LizR

      Dear Jaminburg,

      Thank you for your contact information. We forward it to our case management department so that a case manager can be assigned to you and follow up with a call to assist you.

      Thanks,
      Edwin C.
      MySears Community Moderator

  2. Hi there, Jamlnburg! Thanks so much for taking the time to post your feedback regarding your protection agreement service. I am sorry to hear the wait to fix your dishwasher has been longer than anticipated. I am going to send this along to the SearsCares team for you. They will be happy to discuss this further, and do what they can to expedite your appointment.

    A team member will reply here shortly. Once they do, I will let you know via email with a link back to this thread so you can view their response.

    Thanks!