Catherine W Tardiff sent a message to Edward Lampert - Chairman and CEO of Sears Holdings - Email Address that said:
Dear Mr Lampert, I have been a faithful client of Sears for the last 54 years. Today I found out that your company will not honer my warranty on my water heater. I have lived in my home for 40 years always replacing my appliances as needed with new ones from Sears. I just payed 89.00 to have them look at the problem . I followed though with the instructions given only to be told by a call center person that unless I have my receipt I would not be eligible. Reason given was I needed my original receipt. I have the water heater and they verified that I did purchase it. I am a very diligent person and keep more than the usual on documents and receipts unfortunately I dont have this one. The young man who serviced the heater was so pleasant and made me feel I was doing business with a great company. I have tried talking with different online people from the company and could be talking to a parrot and get more help. I hope you will take the time to answer this message ASAP so I can get this problem taken care of. (P.S) The Sears and Roebuck catalog was the first one I saw when I arrived in this country from Scotland, I read it like a bible dreaming and wishing about all the things I never had or saw. I did fill some of those wishes from that book and now I feel so betrayed as a faithful client. Yours truly Catherine.