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LockedPOOR customer satisfaction

posted on October 25, 2009 at 03:06PM Inappropriate?

I had purchased a stove and dishwasher at local retail store in September.  Satisfied with stove except that was delivered without owners maual and improperly functioning oven probe we have received probe but not owners manual after 3 requests, but dishwasher was delivered with dents on panel that were not present at purchase.  .  We were reassured when we and installer called sears that replacement panel would be shipped to us in 10days for sears to replace free of charge.  10 days later, no replacement panel.  we called sears and they stated that they were not aware of issue.  Sears home repair came out as agreed 2 weeks later and stated that no problem, dishwasher would be replaced with same features etc.  Well, this dishwasher was discontinued and we got a good price on it, so bought it for features on it and price.  Now Sears has told us that if we want to have this dishwasher replaced we can pay an additional $285 dollars for the new model with same features or take a lower featured model for the same price we paid for discontinued model!  We have spoke to a dozen or so different people, each not very helpful.  We have begrudgingly settled on less featured model for same price we paid, due to my fear that we will be screwed over some more!  I am not having to wait until november for install date for replacement.  I am to the point that I will never buy another Sears item, right down to screws for sears hardware.  They have recieved my last dollars after poor customer satifaction, especially when they have receive over $4500.00 of my hard earned money!

replies: 4 latest post: October 26, 2009 at 03:55PM by SearsCares
Displaying all 4 posts
posted on October 25, 2009 at 03:16PM
 

We can come up with an owner's manual (most likely) at Parts Direct.

So, you bought floor models, what are the five digit model numbers?

I'd really like to see associates keep better track of all the "little things" that belong to a floor model. Point is, if they didn't fill out a MAC checklist at the store before it was wrapped up for delivery, they have no proof it wasn't dented off the floor. I would wager it wasn't when you chose it for purchase. I always wrap the floor models in cardboard, then wrap them up with the "Saran Wrap".

If they can't provide the MAC checklist that says it was dented at P/U, with the installer's signature, then they owe you a panel.

Please contact Sears Cares.

posted on October 25, 2009 at 03:21PM
 

The parts manual can be found on the Manage-My-Home site.

If you can look at the dataplate on the inside of the machine's drawer (I believe), that number can be used to download a PDF Owner's manual for the machine.

I hope this helps.

posted on October 25, 2009 at 03:23PM
 

If you look at the dishwasher's dataplate, on the inside, left door frame, you should find the long model number of the machine, that can be used to look-up the part number and cost of a replacement panel on the Sears Parts Direct site.

This will give you and the store a base point to negotiate who will do what to save the sale.

posted on October 26, 2009 at 03:55PM
 

To soccermom0901,

My name is Brian and I am part of the Sears Cares escalations team. I am sorry to hear about this experience with the purchase of the dishwasher. Whenever you purchase an appliance and it is approved for replacement, it is approved for the amount of money actually paid at the time of purchase. We don't charge any depreciation on the replacements, nor do we replace with refurbished models. We provide brand new replacements and you have the full amount of what was actually paid. Floor models, which it sounds like you purchased are typically a good deal and if a problem does arise, we can resolve it with service instead of replacement that will cost you money you didn't want to spend. If you as the customer elect to go with the replacement instead of having service, then you would be responsible for the difference in price. All this being said, your satisfaction as a customer is our goal and we would like to talk to you about this situation. At your convenience, please contact my office via email at searscares@searshc.com and we will be happy to talk with you further. In the email, please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (soccermom0901) used to post here for reference to this issue, and we do look forward to talking to you soon.

Thank you,

 Brian J.

Senior Case Manager

Sears Cares

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