Question

Why does Sears executives not resolve issues pertaining to defaulty items. Mine is a Craftman Mower, I have had two technicians out to work on my mower and each time they put a new belt on and leave, that is a new belt two wks a part. I called corporate at 1-847-286-2500 and spoke to two case worker assigned to me Nina ext **, Candice, Ext **. They work for the CEO, Mr. Johnson. Candice had origianlly told me to let the tech come back out and to call the GM the next day to exchange. When that came time, He couldnt get ot our house until 7:00 pm so we had to cancel. so two weeks later when the tech was coming again, I called Mark the GM of the Sears Depot in Hendersonville Tn who is awesome. He had no idea what I was talking about and told me to call case manager. He would exchange if Mr. Johnsons office would give the ok because he feels terrible. I called the case manager and there were not any notes about the exchange or the notes from the third time the tech was supose to be here told us Craftsman had defaulty motors and he was going to replace..nothing is documented. I was notified the day mark told me to call that Nina would call me back. Nobody did. The next day Candice did who by the way is extremely unprofessional. As we were talking she abrubtly yells that I’m being recorded, what the ****! So are you I told her, she goes on to tell me she didnt give me permission. lol as i didnt give her any to mine. This is how unprofessional this company is, my mower is still broke and nobody from corporate cares. they had the switch board pick up and hang up a dozen times. When do I get a working mower?

Sears corporation is the most unprofessional company I have ever experienced. I have been a supervisor my entire life and I would go into that company and clean house starting with Candice. If anybody has issues try calling the number 1-847-286-****, if its after hours it will let you leave a message. If its during the day, they will detour you. Keep calling.

Answers

3 answers

      • San Jose, CA

    For possible fix-it advice, please post the long model number, found on the rear of the tractor, underneath the tractor's seat.

    This will allow readers of your post to access the Owner's Manual for your unit and some of the readers have experience with the diagnosis and repair of tractors that might be able to help you get your tractor up and running again.

  1. Dear aspahr,

    My name is Edwin and I’m with the Sears Cares Social Media Support team. We apologize for the level of customer service rendered when you reached out for assistance and how it was handled in reference to the repair of your mower. We would like to speak to you and offer our assistance to make sure this matter is handled properly and taken care of in a timely manner. If you currently have a case number provided by the case manager, please provide to us so that we can forward this information to your case manager for attention. Please send the following information – contact #, screen name (aspahr), your phone # used at time of purchase, and case number to smadvisor@searshc.com. We look forward to speaking with you soon.

    Thanks,
    Edwin C.
    MySears Community Moderator

  2. Hi there, aspahr! Thanks for sharing your thoughts on your tractor repair or replacement today. I know the SearsCares team is working diligently on getting this resolved for you. I will be sure to pass along your feedback. Please keep us posted on the progress.