Sears has resolved this gripe by Rich Eckert

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Posted Jun 15 2012 via iPhone

What Happened

Dropped off a portable air conditioner for repairs. This particular unit was purchased from Sears.com on Aug 1, 2011. After initially contacting the manufacturer (Edgestar) I was informed that the unit is still under warranty for the parts but labor would be my responsibility. They also told me to drop it off at Sears, which I also did. This was on May 30, 2012. After waiting the required 10-15 days I contacted the Sears store to find out the status of my air conditioner. I was informed that it wasn't repaired nor was Edgestar contacted and it would be sent back to the store on Tuesday, June, 19, for me to pick up. First, I was never called regarding the lack of repairs nor was I called about the unit being sent back (May 30 - June 19, you do the math). After calling and speaking to Raymond, Heather and Annie, I was given the runaround and was brushed off. I've been back in contact with Edgestar to hopefully resolve this with them directly. This is the last time I will be buying from Sears. I've gone ahead and filed a complaint with the BBB. I will also be telling EVERYONE about my experience. Dealing with Sears has definitely been the epitome of horrible customer service!!!!!!

What It Would Take to Resolve This

Repair my air conditioner as covered under the warranty or give me a reasonable explanation of the horrific customer service.

  1. Robert Mattes commented on this

    This story is similar to so many I have heard about sears' customer service. They have an honesty problem that needs to be fixed. If a repair/service/or other action cannot be made DON'T TELL THE CUSTOMER IT CAN HAPPEN!!! No one likes to be lied to!!!

    Jun 15 2012
  2. Rich Eckert commented on this

    I just got off the phone with Marta, from Sears 800-4MY-HOME. After looking up my order she informed me that the unit is still covered under the warranty and can be dropped off at my local Sears. There was no hesitation in deciding whether the warranty still exists. I'm not sure why I get one answer from some of there employees and a completely total different answer from others.

    The manager at my local Sears store, Annie, was completely condescending. It's a shame that Sears decides to treat its customers this way. Thank God for Home Depot, Lowes and Target.

    Jun 16 2012
  3. Rich Eckert commented on this

    Been in contact with John, a Social Media Case Mgr. John patiently listened to my issue and was able to give me the information that I needed. John has informed me that he will look into my situation and help me out. Was finally good to talk to someone who had the correct answers. So far things are looking positive.

    Jun 17 2012
  4. Kim commented on this

    I contacted Sears @sears and informed them of your gripe. Hopefully they'll be in touch soon. Best, Kim (Gripe Support Team)

    Jun 19 2012
  5. Rich Eckert commented on this

    Thanks Kim, it must have worked because I've been inundated with emails and phone calls from Sears. I'll update my gripe when I hear more.

    Jun 20 2012
  6. Rich Eckert commented on this

    Boy, this just gets better and better. I just got off the phone with a Sears Rep and was told that after doing some more looking into I now have to seek an exchange with the original manufacturer (EdgeStar). Mind you this is still after Sears has had my broke A/C unit since 5/31. I'm just waiting to see what the outcome will be.

    Jun 21 2012
  7. Derek Smith commented on this

    Wow. Remind me to never shop there again... I bought my AC there last summer, and I'm afraid of having to take it back in for service...

    Jun 21 2012
  8. Rich Eckert commented on this

    I can't believe the amount of feedback that I've received from other disgruntled Sears customers. After this case is solved (Fall will be here soon) I will NEVER buy from Sears, especially Sears.com again. The runaround I've received as been unbearable. No two Sears reps can come up with the same answer. Each new conversation brings about new ideas and false information. I am truly thinking about filing a complaint with the NYs Attorney General.

    Jun 21 2012
  9. Rich Eckert commented on this

    And the saga continues. Supposedly getting a phone call within the next two business days to get a replacement certificate. This is what I was told the first time.....

    Jun 22 2012
  10. Zelesther Cay commented on this

    Rich -if you continue to have headaches, go ahead and call the NYS Attorney General. They have helped Chris and I in the past. Tel 800-771-7755 or www.oag.state.ny.us GOOD LUCK!

    Jun 23 2012
  11. Rich Eckert commented on this

    Looks like a resolution is slowly coming. Received a call today from Sears informing me that a replacement certificate is being sent. This certificate will allow us to receive a replacement A/C unit.

    Jun 25 2012
  12. Rich Eckert commented on this

    Anyone who buys anything from Sears.com is absolutely crazy. After hearing my story you'll be sure to stay clear away from Sears.

    Jul 1 2012
  13. Rich Eckert commented on this

    Sears sent me a certificate for a replacement unit valued at $499 along with a $100 gift card. New unit was purchased at local Sears store.

    Jul 3 2012
  14. Rich Eckert marked this as resolved Jul 3 2012
  15. Tony At Sears Holdings commented on this

    Rich, I am truly sorry to hear about the level of service that you recently received when trying to get your air conditioning unit repaired. I can understand your frustrations with having waited just about 3 weeks to hear back, only to be told that no repairs were done and the unit was on the way back.

    As a valued Sears customer, we would appreciate the opportunity to speak with you further and be your one point of contact within Sears to get this issue resolved to your satisfaction and do so in a timely fashion.

    At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Rich Eckert) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

    Thank you,

    Tony T.

    Jul 17 2012
  16. Rich Eckert commented on this

    Obviously no one talks to one another at Sears. They have no idea that this has been "resolved". It's sad.

    Jul 17 2012
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