Linda sent a message to Edward Lampert – Chairman and CEO of Sears Holdings – Email Address that said:
July 28, 2016
Dear Mr. Lampert,
To begin, I’ve been a Sears customer for many years and have generally had good experiences. I need to bring to your attention however, an issue that I am having with the Sears division that oversees maintenance contracts and repairs.
I have owned my Sears treadmill for many years and have maintained a maintenance contract. This is a treadmill that is used every day for exercise. I believe the initial repair visit was scheduled for 7/14/16 with the technician calling to tell me that he would be late, so I had to reschedule for later that day. When he arrived he said he needed to order a motor. The motor arrived on 7/20, but I could not get an appointment to have the motor replaced until 7/27/16. The technician installed the motor yesterday, 7/27, he checked to make sure it was moving and left. I arrived home from work, excited to have my treadmill repaired, only to find that it was not. Eight minutes into my run the treadmill stopped. I called (800) 4MY-HOME and spoke with Erin who could not help. I asked to speak to a supervisor and was placed on hold. I was on hold for so long that I decided to hang up and take a look at the treadmill. It cooled down and I reset it and it began to work. It ran for 18 more minutes and then died and the reset wouldn’t work. I called the 800 number again and I spoke to Craig and I explained the situation and that I needed the repair technician to come back and that I wanted to speak to a supervisor. Craig refused to put me through to a supervisor so I hung up. A few minutes later I called back and I spoke with Clyde. I explained the situation to Clyde and explained that I wanted to speak with a supervisor. He said he’d schedule an appointment for 8/2. I explained that that was not good enough and that the machine needed to be repaired because the technician did not do his job properly and again insisted that I speak with a supervisor. After about 10 minutes, James gets on the phone and explains that he is a supervisor. The best James could do for me was 8/2. I asked for James’ supervisor and he said there was nobody over him. I asked where he was located and he said he was not permitted to give that information. Today, 7/28, I called the 800 number and spoke with Georgia, to again make a plea for an earlier appointment. She could not help me. When I asked for the contact information for the CEO she said she didn’t have it. I hung up and googled the information. I called the number for the Customer Service listed in Chicago and spoke with Lisa. Lisa seemed to make a valiant attempt to get an earlier appointment but was not successful, but she was able to give me your contact information. I then went to www.sears.com and posted my frustration in the Community where Wendy responded that my complaint went to Member Services. I have not heard back from Member Services.
I want the treadmill repaired no later than 7/29/16. The technician should not have been assigned other clients until he successfully completed his assignment with my treadmill.
Thank you for your attention to this matter and I look forward to hearing from you promptly.
Sincerely,
Linda
