Question

Would like to know who to contact in charge of Installation

We would like to know who to write to that might be in charge of Sears Installation.
Our 7 year old Sears water heater cracked 3 days ago. We were forced to shut off the water to the house because the intake valve was also shot (which Sears had installed when they installed the water heater) and it continued to leak unless we shut off the main valve to the house. We immediately called Sears to have someone come to repair or replace it. No one responded and after several calls the next day, a repair person finally came at 4 pm the next day. After paying him $89.00 said the water heater was cracked and needed to be replaced. We immediately called Sears to schedule the replacement. They said they were busy and to call back the next morning. We called several times that morning and were told that a repair person would contact us to schedule the replacement by 2pm. At 2 pm we called and were told that it would take 24-48 hours more to schedule the replacement. To add insult to all this I had out patient surgery the day after the water heater broke and am recovering from pneumonia. When we called Sears again to say this was unacceptable, they said we could go to the store and pick up the water heater ourselves and find out own plumber to install it. This said after we had already paid them almost 400.00 to cover the installation. So now 63 hours later we have been without water. Sears has been paid for the installation of a new water heater to replace their defective one. We finally received a call from an installer this morning saying they would be out this afternoon to install the water heater. (This is now Saturday). I’m skeptical that they will show because we have been put off each time we speak to anyone from Sears. We have bought appliances from Sears for over 30 years but will never buy another one from them.
The customer service provided is absolutely inexcusable.

Answers

2 answers

  1. Oct2013customer,
    My name is Liz and I am a member of the Sears Cares Escalations team. I saw your post and wanted to reach out to you to offer our assistance. We are very sorry to hear that you are having such a frustrating experience with your water heater installation. We certainly can see why you are so disappointed with the lack of customer service you have received. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your needs are met to your satisfaction. Please send the following information – contact #, screen name (oct2013customer), 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.
    MySears Community Moderator

  2. Hi oct2013customer,

    I am so sorry to hear of your experience with your water heater and thank you for sharing your concerns with us on this issue.

    To better help you further, I am escalating to our Sears Cares team so that they may look into this issue and help to resolve it for you. They will do what they can to help in making this right for you.

    Once a response has posted from our Sears Cares team, I will be reaching out to you via email.

    Thanks again for taking the time to reach out and providing us the opportunity to help!

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