Complaint Review: Sears - Pittsburgh Pennsylvania

I purchased a Maytag Neptune washing machine from Sears in Oct 2001 for $999.00 and purchased the extended warranty , total price paid $1456.00.

I had the pleasure of having to call to schedual a service call for the washer on Jan. 26, 2004. At that time I was told the first available appt was on Jan 29, 2004.. I told them that I wanted it and explained that the touch panel was malfuntioning & the machine was not spinning. I was told that the machine was schedualed for repair on Jan 29, 2004 & that the repair man would correct the problems at that time.

Ok, Thursday morning Jan 29, 2004.... at 9:10am the repairman arrived at my home after confirming the direction 2 times & still getting lost on his way here. He came into my house with a laptop computer & what looked like a tackle box.

After 1 hr here he told me that he had to ORDER the parts that were needed, it would take 7-10 bussiness days, and that I needed to find a laundry mat to do my clothes at. NOT!!!!

Before he even left, I was on the phone with Sears National Customer Service center (this is a joke), stating that I have never in my life had a repairman come to my house that didn't bring replacement parts with them. I told the first person that the 7-10 days is not acceptable, I was told that it would be repaired today. I was advised that there was nothing she could do & was transfering me to the McMurray service center that sent this repairman out.

I was transfered to a woman named Betty. She advised me that she would see about having the parts emergency dispatched to ME, not the service center but directly to my house. At this point I stated that my policy that I bought stated that that since the parts are not available I could get a replacement washer. When I said that Betty advised me that it was up to her if I got a replacement washer & she WOULD NOT authorize this.

Next call was to a person in the Kentucky call center, James Brown tried to help and tried to put me in touch with Mr Duvaul who is THE head manager in McMurry, he of course was not available but I was promised a call back by him before the end of bussiness. (I am still waiting for that call).

So, the next call was to a woman, I use this term losely, in Kentucky, SammieJean Gregory-Fairchild PNCR28 ID # 85969. Well, I got nothing but attitude when once again I read my service agreement to her & told her that it clearly states that I am able to have a replacement machine if the parts to fix the one I have are not available. She proceeds to tell me that there is no way that they will replace the machine and there was nothing more to say. I asked to speak with her supervisor , she told me that she didn't have one. I asked if I was speaking to the president of the company, she said No. So once again, I asked for her supervisor, she offered me an address to write to him.

Called again, I was sent to Austin this time, Adam tried, he tried to locate the parts that were ordered but they are nowhere to be found. They had yet to be shipped out of Dallas so I may have them on Monday or Tuesday. But out of frustration, transfered me to the Home Improvement division. Adrian was the only human person I spoke with tonight.

Adrian transfered me to Jennifer in San Antonio. Jennifer was the straw that broke the camels back. She advised me that it is Sears discrection to repair or replace any appliance and they will not replace mine.

This is a warning to all those out there contimplating buying any major appliances or household goods from Sears... DON'T DO IT !!!! They push you to buy the extended warranty promising to take care of any problems or replace the appliance but, guess what..... Right now the invoice I have is for $669.00 for repairs so far and its still not fixed. The replacement machine is $999.00 . This is pure terrorism of customers.

Melanie

Elizabeth, Pennsylvania
U.S.A.

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