Water Heaters Discussions

Hi there-Sorry to hear about the issues you had today with your delivery.  It sounds very frustrating.  I am sending this on to SearsCares, the customer service escalation team on the site.  They will do what they can to make this right for you.

To WeHateSears,

I can't apologize enough for the problems we have had in getting your hot water heater delivered and installed. This is totally unacceptable and we need to step in and make sure this issue gets resolved as quickly as possible. Typically delivery and installation goes very smoothly and I can understand your frustration with this situation.

My name is Brian and I am part of the Sears Cares escalations team and we would like to look into this issue so that we can make it right by you. At your convenience, please contact my office via email at searscares@searshc.com so that we can get your installation complete. We would also like to discuss some other options available for the inconveniences you've endured. In the email, please provide a contact phone number and the phone number the hot water heater was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (WeHateSears) 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

"WeHateSears", Thank you so much for your input. The Sears here in Harlingen Texas just tried to fool my wife thinking they would deliver today if purchased before noon. They really do need to take that sign down. My wife was at the store when I phoned her, when she double-checked the time of delivery, they then said tomorrow. Then, Sorry, Monday cause tomorrow is Sunday. Then Monday would prob. turn to Tuesday...Liars! People need their hot water, hello. The Kenmore 40 gallon i was looking at has terrible reviews, I'm reading they charge you to look at it cause they don't trust you when you say it's leaking. I'd hate to be charged $80 for a 5 mile trip. To think we almost purchased it for $650 installed. Thank you Lord for the internet.

Trust is very important.

The leaking is SO... obvious.

Leaking from the input.

Leaking from the output.

Leaking from the pressure relief valve.

Leaking from the bottom pan of the unit.

A slow leak, or a fast leak.

A drain pan, supposed to be in-place below the water heater, properly draining into a working.

The sediment valve leaking.

Pipes in the vacinity of the water heater leaking.

Yup!

No need for an investigative visit here...

As for next day delivery...

Does anything say delivery AND installation.

Or, is the word d e l i v e r y used?

Took the people installing my water heater several hours to remove the old unit and install the new unit - to code.

Is that "we" plural or royal?

AdamO

So...

If there is a minor problem with your existing water heater, you DON'T want a first contact evaluation visit to determine whether the old heater can simply be repaired, rather than ripped out and replaced?

And, I think I read the "at most locations" clause in your quote.

That kind of makes 100 percent SAME DAY installations NOT completely covered.

Is there any water heater warranty that states they'll just send you a new tank because you claim it's leaking without verifying it? You do realize that any warranty that allows for that becomes an easy target for fraud. I could easily buy such a water heater, claim it's leaking, get a new one and sell it (because there's nothing actually wrong with the one I bought), and keep on doing it until I'm tired of making money for nothing. So, is it really unreasonable to want to verify that there's something wrong before handing over hundreds of dollars worth of product to someone? Would YOU do that if it was YOUR business, YOUR products, and YOUR money?

thr2SidestoaStory said…

AdamO

The Ad states

Same Day Installation available at most
locations when you call our water heater
experts by Noon at 1*800*877*6420.

"SAME DAY INSTALLATION"

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Yes. Most locations. Not all locations. And there's no guarantee of same-day installation, though often it is possible. OFTEN. Not always.

AdamO said…

So...

If there is a minor problem with your existing water heater, you DON'T want a first contact evaluation visit to determine whether the old heater can simply be repaired, rather than ripped out and replaced?

And, I think I read the "at most locations" clause in your quote.

That kind of makes 100 percent SAME DAY installations NOT completely covered.

---

AdamO - You need to get a life. But you are right that Sears does have the "at most locations" clause and what they should have is "at no locations". Sears could not coordinate when to go to lunch much less an installation. I couldn't get a warranty service call through,--got cut off twice after being put on hold left me with having to find a reliable contractor. That is NOT good customer service no matter how your bizzare wit can spin it. And whats more is that it is common practice for Sears from what I have read on other unfiltered forums.

Got a life Barry.

What about you?

You obviously do not. Spend all your time here giving out these totally useless one-liners. I suppose you have a witless one-liner for that too. I thought people in Ca. had lives--guess I was wrong. Or I know your life is being secret positive Sears comment guy. Your ugly face is all over these comment boards so I am sure you work for them in some capacity. Go ahead with the one-liner, get another cookie from Sears.

Barry, Barry, Barry!

You are attacking a fellow poster...

Bad boy.

You should go back to ranting about how Sears is "no fair".

That would be a FOUR line reply.

Looking forward to your, what, 10th posting on the same topic.

Sometimes Adam does go off on a bit of a tangent.

Occasionally, even I, the Zen Master of the one arm push ups, can get annoyed with him.

I usually, kindly, tactfully post for him to come back to reality...

Reality is good.

Sometimes, we all need some help...

Some of us need it more than others.

:)

Barry01 said…

You obviously do not. Spend all your time here giving out these totally useless one-liners. I suppose you have a witless one-liner for that too. I thought people in Ca. had lives--guess I was wrong. Or I know your life is being secret positive Sears comment guy. Your ugly face is all over these comment boards so I am sure you work for them in some capacity. Go ahead with the one-liner, get another cookie from Sears.

---

You called Adam Ugly, so I think he needs some competition on that.

That is one FANTASTIC profile pic.

Was that the camera lense?

Or, did you use some sort of Photoshop-like "filter"?

Fish-eye filter, maybe...

Ugly/ scarry would be me "smiling".

Microsoft LifeCam with effects software.

That does look like you are smiling (well, "smirking").

I am looking to purchase a water heater, not sure that zi want to but from SEARS after reading these BLOGS, as a child you seemed to think that SEARS was the one place you could trust... now I wonder!

I totally agree with WeHateSears....

I had the same experience, however, I decided to pay a certified electrician to do the installation because we got tired of waiting.  The hot water heater is a little over 2 months old and it is not working, for the second time. 

I purchased the hot water heater from Sears 2 months ago.  Within 2 weeks it was not working.  I called service and they said they couldn't get out for 1 week because they did not do the installation.  So, I hired a electrician to install because I got tired of waiting for their "same day installation".  2 months later and it's not working, AGAIN!  This time, I waited the week for the service call and THEY DID NOT SHOW!!  I had to pay my electrician for another visit and he said that the water heater is defective.  I'm not upset that the thing is defective.  I'm just upset at Sears' complete lack of care or concern about what I've gone through.  Now what??  Wait another week without hot water???  Then another week for a new hot water heater??  Good God if I have to spend another second going through that customer service call prompter I'll die.  I'm just going to bite the bullet on this one and go to Home Depot.  I paid more for my electrician than I did for the water heater!!  Ridiculous!! 

Hi mdh500-Welcome to MySears.  I am so sorry to hear you have been without hot water for such a long time.  The last time you spoke with Sears about the condition of your heater, did they say they would send out a techinician to take a look?

Yes, I had a visit scheduled and the tech did not show. When I called they said they could reschedule but not for another week.  I can't wait that long.  I have renters in the home and I am having to prorate their rent for each day they are without water. 

I have sent your thread on to SearsCares, mdh500.  They are the customer service escalation team on this site, and will do what they can to help with these issues you are having.  Check back in the next day or so to see if they have reached out.

Mdh500,

I'm very sorry to hear about these issues with your hot water heater. You have every right to be upset about what's happening. Of course we hate to see things like this happen and we need to do our best to resolve this situation as quickly as possible for you. I assure you it is not a lack of concern on our part, as we do value you as a customer. It is possible that a heavy workload in your area has caused this. I don't know why the tech could not make the appointment, but that is one of the things we do need to look into so it does not happen again. Our primary goal of course, is to make sure we get this issue taken care of for you. It is unacceptable and you won't have to wait another week. At your convenience, please contact my office via email at searscares@searshc.com and we will be happy to help. In the email, please provide a contact phone number and the phone number the hot water heater was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Mdh500) 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

I've been thinking about replacing my current water heater it is over 10 years old and I feel it is on its' last inch of anode. I've had good experiences with Sears products in the past but recently I've had issues. Most of the issues have been with service. I will read other posts before I make my decision. I do know that Sears is constantly pushing their service technicians beyond most limits. I know a few of them. They work from 7am until their calls are done usually at 9 or 10 pm. I will always give the tech the benefit of the doubt. I think the main problem is in scheduling. It appears that people not actually doing the repair/install are doing the scheduling. I don't think they know the conditions at the site. The same people who install also do repair. If they have a problem doing a repair then the next install will be delayed. I see a lack of management by Sears and not enough employees to fulfill the promises they put forth to the customers. That is why I'm taking a second and third look before I make my final decision.  I'm not in the position to have to make a purchase today. (Thank God)

Same day delivery, at some stores, is NOT the same as same day Installation.

Wishful thinking does not DRIVE reality.

It takes time to get the thing out of a warehouse, onto a truck and delivered to a home.

That part can hopefully be done quickly.

How long the installation takes depends a LOT on the circumstances of the Customer's old installation and what bringing the site up to code will entail.

My Sears water heater installation involved multiple upgrade issues and anyone behind me in line DEFINITELY waited for their appliance(s) to arrive.

The team of delivery/installers were very Professional and efficient - but all the work took about 4 hours.

Apologizing =/= empathy. Nice try though.

I want to thank every body that has spent time to post a warning message with regard to shopping for appliances at SEARS. 

I needed a new water heater for one of my properties and this time I did not buy from SEARS.  So thank you to "AdamO" & "SearsPro"  and many other like them.  Mission accomplished for you guys.  You are the tip of an iceberg that, to help all of us, hav taken your own time to awaken us.

SEARS like many other US Corporations have to learn that customers are first as opposed to market share!!!  We customers have the power!! We can to re-direct our money and stop giving it for free to OVER PAID CEOs... that have destroyed US companies like SEARS, GM, AT&T and others.  We all know were SEARS is heading right now.  SEARS like GM ,AT&T and others have and had the opportunity to listen to their customers warning messages for decades...instead they choose to listen to the cry for money  from OVERLY PAID CEO and BOARD MEMBERS . These old school CEOs need to be replaced by young and talented professional that are customer care focused and understand the true meaning of it.  We are no longer in the 50s were, following WW II, no competition was around.  Out there, there are better newer more reliable and improved products. Thank GOD.

A positive note for SEARS, this discussion posting is probably a good thing the company has decided to put out.  Remember out of one complain there are 100 more of silent and frustrated customers......  Lesson Learned??????  Let's see....

Trudy

Yes it is true for every "one complaint there are 100 more" ppl love to get the bad news out there, it's a fact! However, when something good happens they fail to share that!! I am shocked at all the problems ppl have had with Sears. Idk I have always experienced great customer service at my local Sears. I guess it also depends on where you are located. I'm in a small hometown place every one loves Sears here!

Yes, I too fell for the "same day delivery" ad on the Sears.com website.  After paying $248.99 for installation, plus some vague $48.99 charge for some certificate that I was told I need, I was told by a Sears representative on the phone that yes indeed it would be delivered and installed the next day, today, Tuesday, since I purchased it over the phone at 5:45 p.m..

Well, today is the next day and no call from the installation folks.  I called Sears back to find out what's going on.  The representative on the phone told me the order hadn't even been entered into the system yet.  He told me to check back in a couple of hours.  I called back two hours later, at noon, and the order had just been input.  I was given the name of the installation company and told to call them to set up a "window" of time when I could expect installation.  The installation company told me they didn't know when they'd be able to come out, but possibly by next Friday.  They said they'd call me back when they had a definite time frame and rudely hung up.

I was somewhat wary of the "same day installation" advertisement.  I did notice that it said "for most locations."  But, because the kindly Sears Representive personally assured me that it would be installed today, I went against my better judgement and took the day off of work to sit here eagerly awaiting my wonderful Kenmore product.  I asked him twice, "are you sure it can be installed tomorrow because I'll need to take the day off work," and he said sure, it wouldn't be a problem. 

I had to turn the water main off at my house in order to stop my old water heater from flooding me out of house and home.  Now I'll have no water at all, let alone hot water, for the whole week while I wait.  If not for the false reassurance I received from the kindly Sears Representive, I could have gone somewhere else and purchased a water heater and had it installed by now.

Thanks Sears.