Janet Tomaskovic sent a message to Edward Lampert - Chairman and CEO of Sears Holdings - Email Address that said:
708-6363647
Purchase date: 03/21/207 by Judith Schnur
Kenmore Elite
Item# 2641072
Purchase Price $999.99
Delivery/Installation Date 03/24/2017
Problems first occurred on installation day, 03/24/2017
We were told to unplug and restart the machine. This went on for several days before Sears finally agreed to send a service tech out.
The techs came on 04/25/2017 (Conveniently, after the 30 days in-store guarantee)
This visit and the next (06/27/2017) the techs attempted to repair the latch on the door. On 06/27/2017 a new motherboard was ordered.
07/05/2017 motherboard was replaced
07/12/2017 Said switch needed to be replaced. Tech recommended contacting the purchase store for a replacement.
The Manager of Appliances who was on duty 07/12/2017 at 1:00 PM informed me that since the purchase was more than 30 days old they could not replace it. She was reminded that we have had problems since the very first day the machine was installed. I was advised to call the manufacturer. When I mentioned that we were having trouble since the day of purchase the Manager wanted to know who I spoke with when I asked her why there were not any notes attached to our account she told me she has 168 associates and can not keep track of everyone.
The manufacturer number that I could find on-line (no help from the Chicago Ridge location) was also another entity of Sears. After another hour on the phone with them, I was told to call the store where the purchase was made. I was also told to call the service number and have them come out.
I asked to speak with a manager FOUR separate times and my request was ignored. I was then given another number to call, 708-346-8000, to speak with the repair center.
My cousin Judith purchased this machine, having trusted the Sears and Kenmore names all her life, as did her parents and grandparents. She has spent tens of thousands of dollars buying Sears and Kenmore products for her properties. The Kenmore name connotes quality and dependability and we are all quite surprised at the runaround given by Sears, as well as tired and angry from all the excuses we have been given regarding this VERY faulty appliance. It seems that no one at Sears Holdings is able to give us any satisfaction in fixing/replacing this lemon. That is why we turn to you, Eddie, and hope you will be able to resolve this or put us in touch with the person who can.
Thank you for your attention to this matter and I look forward to hearing from you.
janet
