On June 25th, the day after I returned home from the hospital after having a total right knee replacement, our washer leaked. Several repairs later, the damn thing is leaking again. Monday, my wonderful DH, called Sears to talk to someone about getting some satisfaction on this machine. On reading our contract, one of the options was a refund of the Master Protection Agreement. Or at their discretion a replacement - which could ultimately be a rebuilt machine. Now why would we want to replace a defective machine with the same thing? Not an option for us. Neither is having the same company come out and repair it. If they haven't fixed it yet, why try again. And apparently Mr. Appliance, the contract repair company, has not reported all the service calls and parts replaced. So Sears is saying we've only had repair three times. Not so. They also told DH that if we haven't heard from them in 48 hours, we should call them back. I don't know why, since no one from Sears ever returns our calls. They just pass it on to the repair company.
This is a washer that is four and a half years old. We bought it because we were so happy with our previous Kenmore washer. Sorry to say that this one did not live up to its predecessor.
Copyright 2008-2012, ACK, for Generational
TennLady,
ReplyDeleteHi my name is Zenaida and I am part of the Sears Social Media Support team. We saw your post and wanted to reach out to offer our assistance. I know how difficult it is living in a home without a working washer and cannot imagine having to deal with something like immediately after having surgery! We are truly apologetic for any inconvenience you have encountered due to not having use of your washer. I would like to get you in contact with one of our dedicated case managers in order to look into this matter further and discuss any options you have available to you.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be troubled by this. In the email, please provide a contact phone number and the phone number the washer was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (TennLady) listed on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Zenaida M.
Social Media Moderator
Sears Social Media Support
Thank you for the comment on my blog post, but we already have a case manager, who doesn't seem inclined to respond to us. We have called and talked to a couple people last week. In extreme frustration, I posted on Sears FB page and they were supposed to forward my message to Michelle Williams. Apparently we have been "blue ribboned" whatever that means. Quite frankly, my husband and I are absolutely disgusted with Sears and Mr. Appliance. Each call to Sears who then calls Mr. Appliance delays the repairs. After all the service calls we have had for the same problem, there is no way we would allow them in our home again. We are sorely disappointed in Sears for the way they have been handling the problems. And the fact that our case manager can't be bothered to call us back? Unforgivable. This machine is a lemon!
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