Mary C Pletka sent a message to Edward Lampert that said:
Mr. Lampert
I have been a Sears customer since 1990 and never in the history of our relationship have I had such rude, incompetent and atrocious customer service. In 2014 I purchased a washer/dryer combo I also have Sears Home Warranty Coverage. My machine has been broken for 6 weeks! May 17, 2018 scheduled appt. for Thursday, May 23, 2018. Service repair man disassembled the washing machine (never reassembled and water has ruined my wood floor) said he needed to order parts someone would call back next day. I phoned on May 25, customer service stated repair man never turned in parts list. After several calls to customer service I got a appointment for repair service on June 18. This repairman was shocked the unit wasn't reassembled by previous guy. The parts that were sent to him was for a "front load" washer and mine is a "top load" washer. The Factory Warranty Svc department stated the unit is obsolete and therefore, parts are not available. The customer service reps are on a dialing system, no one knows who the supervisor is or a department to forward complaints to. In fact, Ashley told me that I was speaking to her when I asked to speak with a supervisor. She then put me on hold for 46 minutes and the line disconnected. I understand this is a third party, but as a customer; I shouldn't be told to make contacts between both repair and coverage departments. To date, I'm still waiting for someone to call me back regarding the replacement of my unit. I refuse to purchase another machine through Sears. I requested a "buy out" due to this type of neglect to service I expected to receive and I have weekly notes of time, date and conversation of what I was told and always waiting for a phone call from Sears. Please help me. I'm at a loss.
