VENT: Why I will never buy another appliance (or anything) from Sears

[Annie&Hallie'sMom]

If you're looking for customer service, DON"T look to Sears. I can't believe a company that has been around for so long has such awful customer service (remember, I'm in the service industry and I try to make sure that our customers are satisfied so I maybe I expect a bit more, maybe not).

Here's the scoop. Our portable dishwasher (bought from Sears) started leaking in November. DH called Sears for service. They told him it would be 12 days before someone could come out. Now I have a problem with a 12 day wait, which I think is WAY too long, but I'm letting that slide. After all, it was right before Thanksgiving (thank God we didn't have the holiday at our house).

Repair person was supposed to come Monday between noon and 5 (again, I'd think a little better time window is in order -- we usually give 2 hour windows and if for some reason the tech is dealyed we call). By 4 PM no one had showed, so DH called the customer service repair line.

When he finally got through (terminal on hold, another no no in my book), the person told him our name was not in the computer and that we would have to wait 12 days before they could come out here.

This is NOT acceptable. The person on the phone would do nothing for him. So he asked for a supervisor and instead got hung up on.

Called back again. (and as an aside, getting through to a customer service person is harder than getting a winning lottery ticket -- ok, so maybe I exaggerate a little). Again ask for a supervisor. Get put on hold. Get disconnected.

Third time. Finally get ahold of someone who is nice enough to actually NOT hang up and work through the problem. She said they would get someone out today.

Now both DH and I are skeptical. (I have never seen DH quite so annoyed as Monday evening). We decide to call the local customer service number we were given this morning to see if we could get a time frame as to when the tech would be out. After 3 tries of getting put on hold (and they guy who records the "all customer service reps are busy please hold" sounds so down and depressed you have to wonder if he was about to jump off the bridge before he recorded the message) and 3 hang ups (do we see a pattern here?) we are told a tech will be at our home this morning.

Well, the tech just left. Is the dishwasher fixed? Yes and no. Apparently there were 2 problems. One which was fixed and one that requires a part. Ok, it's not the tech's fault, but don't you think they should have some parts on their trucks???

So now the part has been ordered and will be delivered to our house. We are now scheduled for another appointment on the 14th!

Worst of all, Sears' website is a mass of confusion. I went to their customer service page and they have all sorts of places to email, but not the one I want to. And BTW, DH tried to confirm our appointment on line and that page was not working. And I'm certainly not going to make a phone call because we know what happens there!

Looks like a snail mail message will have to go out. Not that I expect an answer (that would require good customer service!).

URGH!!!

Like I said, I am in the service industry. We do get complaints here (we are a small business). But I'd say 90-95% of our customers are satisfied and EVERYONE gets a call when the service is completed to make sure everything is ok.

I wish the rest of the world would take a lesson from that.

Enough venting.

Thanks for listening.

 

[grinningghost]

You and my Dad could definitely enjoy a good cup of coffee and a venting session. He has had nothing but trouble from Sears since the 1960's. Up until about 6 months ago, he always swore he'd never buy another thing from Sears, for many of the same reasons you have - but he never followed through on it. BUT just 2 weeks ago, he purchased a new furnace from someone other than Sears so I think he's finally sticking to his guns.

You're right, a company that's been around for that long should know a little about customer service, but obviously, they don't.

 

[perd]

Oh, I agree! Our first washer and dryer were from Sears and lasted forever, maybe 13 or 14 years, then gave out. So we decided to buy another washer and dryer from Sears. We kept having to call them back for repairs and before two years were up the washer needed a new motor and the repairman said it was going to cost so much that we'd be better off buying a new one. Our dryer was not doing so well by then either. And we had also bought a refrigerator from Sears and kept having to call them back because he would stop dispensing water and stop making ice. Funny - we bought a Maytag dishwasher, an Amana cooktop and a Whirlpool oven and microwave at the same time we bought the refrigerator, andwe had never needed any repairs on any of them, just the Sears refrigerator. So we needed a washer and dryer but we sure weren't going to buy it from Sears. We ended up paying lots of money and buying a Maytag washer and dryer. It's been two years now and we have not had any trouble at all with them - no service calls, nothing. And all our appliances in the kitchen that are not from Sears, we still have had no trouble with any of them. But as of now our water dispenser has stopped working again on the Sears refrigerator.

My parents only bought from Sears and back then they had quality products that lasted forever. I'm afraid that has changed. I would have bought Sears products the rest of my life if they still had the quality and service they used to have, but after what has happened with our washer, dryer and refrigerator, I won't be buying from them again.

 

[The Mystery Machine]

Sorry they are so crummy to you!!! I guess we have been lucky so far. But you are right, it is tough to be a consumer these days.

 

[Wishing on a star]

Totally agree about Sears!!!!

Will not go into my own details, but seems that I remember Sears even having Class Action lawsuits against them about stuff like this.... And, when you buy anything at all from Sears, boy - look out for the HARD sell on their overpriced 'extended warrantee' plans!!!!

Good luck with FINALLY having your dishwasher fully repaired!

 

[Rajah]

That's too bad. My parents used to have good luck with Sears products, but I don't think they've purchased any major products in at least 10 years.

Unfortunately, "good customer service" after a purchase seems to be becoming a thing of the past in the large companies. Kudos to you for maintaining good customer service where you work!

 

[marlasmom]

I swore years ago that I would NEVER buy anything from Sears and then I bought an expensive lawn mower. It has NEVER worked right.

The absolute worst however was General Electric. I ended up writing to the president.

I bought my appliances in NH from a local dealer who delivered when he said he would, charged the same prices, took away old appliances for free and did not charge a delivery charge. I hope there is someone like that here in Florida.

 

[Poohbear123]

Yep, had plenty of problems here too. So bad, I cut up thier charge card, paid it off, and have NEVER stepped foot in thier store in 2 years! I accidently walked into thier store last friday and immediately walked back out. We had a Microwave from them, and had numerous repairs on it, we finally had to buy a new one, out of our own pocket! That did it for DH, we bought another brand and have NEVER had problems with it ever. You can't even get anyone to wait on you when you go into the store.

 

[Gillian]

I'm sorry about your experience! It sounds pretty bad.

Luckily, our local sears and their repair people have been good to us. We just bought a washer & dryer from them. Our sales guy was great, the first one at ANY store who actually helped us! Everywhere else we were ignored! He also steered me right to the ones I had picked out beforehand, confirming my choice. he did say the more expensive ones were better, but was happy to sell us the pair that was half the price.

There was a bit of a hard sell on the extended warranty, maybe asked 2 or 3 times?, but when we said no, we DO NOT want it, that was it!

 

[WebmasterMaryJo]

<font face="Comic Sans MS"><font color=#006400> We've always had such good service from Sears (for the most part). I have a big washer & dryer from them that are about 20 years old, and all of our big kitchen appliances are from Sears. I'm glad we've been so lucky.

I'm sorry some of you had such rotten luck with the quality of their mdse and service. Good luck!!

 

[Wishing on a star]

Mary Jo,
Noticed that your appliances, etc.. are several years old.... As noted by previous posters... 20 years ago Sears DID have some decent products and some decent service!

Gillian, hope you have better luck with the new Washer Dryer than I and others have had with our various appliances!

MarlasMom - about GE, yes they are the WORST! and for a while, most all Sears appliances were made by GE, just with that Sears label slapped on them. I always swore that if I did buy any other appliances from Sears, I would make sure of who the maker really is, and if it happened to be GE - No way!

I believe that they are using other makers as well now... But it pays to check. I assume that unless I am paying top dollar for the best - that sears has contracted these appliances from makers like GE - cutting costs on quality on the INSIDE, even if the outside looks really slick.

Here is another point - which has been debated in court.... Sears makes it so that many parts, which are commonly replaced, MUST be replaced with 'overpriced' Sears parts... Ex. The muffler on our Craftsman tractor (Standard Briggs and Stratton) canNOT simply be replaced with one from Lowes that costs $15.00 or $20.00. It is specially designed, and MUST be ordered thru Sears at a whopping $40.00. Note: that tractor is STILL a hazard to our hearing! Just another Sears rip-off - substandard appliances and parts at premium prices.

 

[Sharon A.]

I bought a Kenmore cannister vaccuum cleaner about 6 months ago and a few weeks ago the extended warranty expired.

Surprise! Last week, it broke! It's a nice vaccuum with mostly metal parts, but the one pivoting part that takes a lot of stress is plastic and it broke into 3 pieces which couldn't be repaired. Of course the replacement part can only be ordered through Sears. The cheap plastic thingy cost $25 plus tax AND shipping (close to $38). I am so mad!

 

[goofy4tink]

My Sears story...have always had Sears appliances in my house, as did my parents. Bought two window a/c units. When we pulled one out of the window this fall, some extremely thick, sticky stuff had filled my window ledge, and poured down my brand new siding. Nothing gets it off. Have tried every solvent, including a razor blade!! Take it to Sears. THey tell us a plug fell out and that any cleaning product will take the stuff off. NOT!!! THen there is our dryer story. The old Sears dryer finally gave up after 27 years. No complaints there. WEnt to buy a new one. Picked one out, very mid-priced. Well, not in stock(this was a big appliance sale week-end), but we could have it to you in 2 weeks. ANd charge me $50 to deliver and $25 to take the old one away. Tell him I can't wait that long. So, he says..."I can get basically the same model, just a different frequency for you in a week." I tell him..."I want the one I picked out, not a different frequency. And I don't want to pay an extra $75 either." So we left, with about 6 salespeople following us, trying to get us to buy. Went to a little family owned store, where we always seem to end up. Got a low end Whirlpool,exactlly what I wanted, for $60 less, no delivery charge, $25 to take the old one away (which the dump would have charged me anyway) and next day delivery!!! No more Sears for us either.

 

[Gillian]

It is important to know who makes the items that are labelled "Kenmore" They relabel all of their appliances. I always do my research ahead of time & ask the sales people who made the Kenmore products I am considering. It's not really fair to blame it on sears if a GE or Whirlpool product is bad. Well, maybe they could be more selective in what they put their name on!

 

[CajunDixie]

Time to head to Planetfeedback or the BBB

 

[Annie&Hallie'sMom]

Geeze, guess I'm not the only one out there with Sears problems. Maybe they should tune in to this board!

 

[skuttle]

I am right there with ya!! I will NEVER buy anything from Sears every again!!

When we moved into our house, we had to buy a washer and dryer. We went to Sears and bought a washer and dryer. The washer was actually the display. We set up the delivery date and everything was supposedly fine. We moved into our house on a Saturday and the washer/dryer was supposed to be delivered on that Wednesday. I did one or two loads of laundry at a friends house on Monday, and then waited for our washer/dryer to do the rest. Well, the DRYER was delivered on Wednesday, but NOT the WASHER! We called Sears and apparently the guy made a mistake so the washer didn't get delivered. He promised it would be delivered on Friday...couldn't get it out to us on Thursday. That was fine with me...I was upset, but people make mistakes. Well, DH and I waited around all Friday...NO WASHER!! About an hour after the time frame, we called Sears again...by this time I was really angry! They said they could get it to Saturday. I told him that if I didn't get the washer that day (Friday), i didn't want them. We hung up and he was going to "see what he could do." He called back, said they couldn't get the washer to us until Saturday. He offered to take $75 off of the price....big deal...all my clothes are dirty! Well...I told him that I did not want the washer and thatt they should come back to my house and pick up the dryer b/c I didn't want that either!

The next day, Saturday, DH and I went to local appliance store, bought the SAME washer and dryer for the SAME price, and they delivered it on SUNDAY!!

Sears...grrrrrrr

 

[papagooch]

We bought a fridge from Sears it came with a one year warranty.
They couldn't deliver it for about 4 weeks. Well the ice maker started acting up 11 months and 1 week after we received it.
They said "Well we can't cover it because the warranty starts from the purchase date not the delivery date. You should have purchased the extended warranty." They would not budge on this and one supervisor even told me "You could have picked it up
at our warehouse and had it the day after you purchased it."
THEIR CUSTOMER SERVICE STINKS!

 

[Mamu]

I don't think it's just Sears, with lousy customer reps. Try dealing with any company in todays world. My son just had a problem with Fleet Bank, daily call, being shuffled from one department to another. No one could figure out what was going on or how to correct the problem. After months of nothing being done. He filed a complaint with the Attorney Generals Office. Lo and behold in two days the problem was corrected.

I don't know why companies feel they can cut corners on customer rep jobs, but they do. I find this all unacceptable.

I am having a problem with the trash pickup company right now. The truck ripped up my front yard, do you think someone came to the door, No. A call to the company's voice mail, do you think my call has been returned, No. All of these NO's are just boiling my blood. This is not the first time this has happened. I have had problems with them in the past. Always complained but repaired the damage myself. Not this time, I have taken pictures of the damage and it's going to be repaired. Even if I have to take them to small claims court. Companies wonder why people go to extremes.

 

[sharbear]

Without going into too much detail we had an awful experience with the Sear's tire dept. We will NEVER go back there, it was a complete scam and they were fraudlent. I'm sorry to hear that it extends to the appliance dept. also.

I did have a mircrowave that broke (I didn't buy it from Sear's but from an appliance store) and they didn't have the parts also. I had to replace the mircowave because they couldn't get the part but I bought a new one that was better than the old for not much more than the cost was going to be to repair. I was happy.