Hilda sent a message to Edward Lampert – Chairman and CEO of Sears Holdings – Email Address that said:
While typing this email, I am looking at your
picture. You seem like an honest person, and
I hope a compassionate one as well. I hope you
can resolve this on-going nightmare that has caused nothing but problems.
On behalf of my mother, Aurora Estrada, We purchased a Kenmore refrigerator on 4/15 and have a service warranty until 9/17. We paid $2500.
We have been loyal customers of Sears for 50 years,
only to be given the run around for the past year.
All attempts at repair have failed.
Mom is 88 and I am 65, cancer survivors and this
run-around treatment is definitely affecting our
health and well-being, not to mention
we are caring for an elderly family member
recently diagnosed with cancer
that requires his meds be refrigerated.
We have elderly and minor children living here with no working refrigerator for the past year.
We have lost food, money and time.
We have had repairs done on this unit all last year
without resolution. The techs leave saying it will begin to cool in a couple days. What kind of service
do you call that? Would you like that treatment?
To date, we have had 7 technicians try and fix it
to no avail. Yet, your warranty dept. denies us
a replacement and wants to send number 8 tech
to look into it? Where is your customer service
satisfaction guarantee? Please recognize that this
unit is a lemon. Please know that
Sears has replaced practically all parts. You must have spent at least $3,000 on service and repairs. More than the cost of replacement.
The last repair (the 7th!!) was on 12/27/17, with the tech saying and recommending a replacement. He turned in his finding to the Warranty dept. only for them to tell me that I did not let him in to repair the unit. Why in God's name would I place a service call
and not let him in??!!
The fact is that I have his report and he could not fix the unit. That is not the first time the Warranty dept. has twisted matters to their advantage writing in their notes and lies refusing to do the right thing by us. What in God's name have we done to deserve such treatment? Is there no compassion for what we have experienced all of last year? We cant emphasize to you enough the urgency of this matter.
I did request a replacement back on (I believe October) after 3 attempts to fix it, only to be denied because your Warranty department twisted and lied about the facts and said I called an outside repair,when I was referring to your outside contractors, thus invalidating the past repairs.
I called on 1/3/17 to follow-up on the last techs report to replace the unit. The warranty dept. said
they were going to send out yet a 8th repair person. They said they would call me back between January 3-6, and that call never came. So, I followed-up this morning by calling your office and speaking to your screener, an African American lady whose name I cannot pronounce correctly, saying we were denied replacement for the second time on 1/3/17. We were waiting for a call back and never knew this. No repair was ever sent, no call was received.
Please know that we are both cancer survivors, with a newly diagnosed member that requires his meds to be refrigerated. This run-around treatment is
negatively affecting our health and well-being.
We have never received compensation for the loss
of our food over the past year, nor our time and
aggravation this situation has caused, all affecting
our health.
The call I made to your office this morning was more than disturbing. Your screeners don't seem to understand the urgency of this problem. I would greatly appreciate a swift resolution to this matter.
I believe the resolution is a simple one, and we
are requesting a replacement of comparable price and of our choice, so as not to have this on-going nightmare again, or please refund us our monies.
Sometimes in life, things are not fixable, but your company refuses to accept that fact. The best way I can describe this to you is the definition of insanity, doing the same thing over and over and expecting a different result.
I emailed a Mr. Lewis with no response either. It would be greatly appreciated if you could personally respond to me. You can reach me
I am at home today, missing yet another day from
work because of this mess. I work for the children of Los Angeles Unified School District
and would never treat customers the way your assistant treated me this morning. Unacceptable.
This matter is of the utmost URGENCY. Your personal involvement would be more than appreciated in light of the health problems we are experiencing and the year's worth of run-around we have received to date. We are honest people and would appreciate an honest and swift response. We
would like you to do the right thing by us.
I believe what we are requesting is just and fair.
I await your response.
Respectfully,
Hilda
