Prevarication

Sears will repair appliances no matter where they were purchased. However, Sears will not replace products based on a warranty if it's not a product that Sears sold. Warranties run through the retailer and are paid for by the manufacturer. As such, the retailer and the manufacturer from whom the water heater was purchased would be the proper avenues for warranty service.

Were you expecting Sears to replace the water heater for free? It kind of sounds like that's what was expected. Can you be more specific with what you thought should have happened?

Certainly not.  I called the number on the tank for warranty info - the tank had a 9 year warranty and was installed in 2002.  I didn't install it, the former owner of my house did, so the warranty was worthless.  I called Sears because the phone book said they would take care of any brand whether purchased there or not.  I was counting on the Sears man to verify my opinion that the tank was leaking and was therefore in need of replacement, and then replace it with a new Sears model that I would PAY for - at the store if need be, since it's only a few blocks from my home!!!!  Oh no.  I had to start over again with Sears.  My husband intervened at that point and got us to this point.  12:32 p.m. and still no word on our installation. They did call to verify payment on my credit card though.  They have their money.  Where's my heater??????  Now day #3.

You're certainly welcome to purchase a new water heater and have it installed by Sears. I'm not sure what you mean by "had to start over again." If you need assistance, I would suggest sending a private message to searscares on this site, or send an e-mail to searscares@searshc.com including your story and your username "Gwa."

Guess what!!!!  It's 4 p.m. and still no SEARS!

Lowe's installer is on his way!

Two different user names.  Interesting.

Let us know how you made out with Lowe's.

Big word!

Sounds like a direct-vent or oil-fired water heater, Sears does not carry them.

Apples and oranges...

With all these BIG words, I'm gonna need a dictionary...

No, that's a Geographical dictionary.

My Spelling Dictionary!

Nope.

Not good for "defining" the big words into smaller words...

Got a Visual Dictionary.

Ope. A dinosaur dictionary...

My wife got that Gemstone dictionary/guide.

Dictionary of Hand Tools.

Not THAT'S a good dictionary!

But, there's no Varicating tool to be found, pre OR post.

I think our daughter may have "borrowed" our dictionary, to college with her.

I'll bet Barnes and Noble has one of those Dictionary Deals.

I'll check, tomorrow/today.

Found a dictionary.

Next time, just say "LIE".

Everyone knows what a Lie is.

It's something someone tells you different than what they know you DON'T WANT to hear or that turns out to not be completely correct...

You know.

A Politician...

Man!

Those people prevaricate all OVER the place!

On November 18, I called and scheduled an appointment to have a water heater replaced today 11/20. I was given the 8AM-5PM service window to have the service performed. At 10:43 I called sears to obtain an estimate on the time the technician was going to arrive to install the unit when I found that they had scheduled a repair not a replacement and transferred me for assistance. I was placed on hold for exactly 1:33:25 and no one ever answered the call. The technician arrived around 2:43 and he had the great attitude that we have always liked to find on service professionals: polite, courteous and proficient on his skills. The only problem was, since the order had not been processed correctly, he did not have the new unit to install nor the parts to repair the heater. I reserved an entire day to have a new heater installed and nothing happened. The nice technician attempted to call SEARS to correct the issue and was also placed on hold for so long that he had to disconnect. The family will be taking cold showers for the weekend thanks to SEARS. LPM 

So, you bought a new water heater to be installed?

Or, your old water heater had problems and a diagnostic service visit was scheduled, as the first step of your warranty?

You believed a new water heater was coming, but service was sent out to attempt to repair the old one?

No, my current water heater was not purchased at Sears and I had already previously received the diagnostic that the unit had to be replaced. Wasted an entire day for nothing; THANK YOU SEARS!

I think I see what happened. You thought that someone would come out and do the full monty of getting a water heater and installing it. I'm afraid that's not how water heater replacement works. First, you purchase a water heater and pay for installation up front. Then, the installers will contact you and set up a time for installation. If you haven't already purchased a replacement water heater, the plumber they send will not be in any position to do anything for you. I'm afraid it sounds like you simply asked the wrong people for the right thing.

With all due respect, when a CUSTOMER contacts a SELLER and requests a service, it is incumbant upon the seller to ascertain the services and purchases necessary.  Sears sells and installs thousands of water heaters every  year, LPM is purchasing one unit, perhaps the first one he ever bought.  When you call your doctor, he doesn't ask you for your diagnosis and treatment plans, and it is not responsible for Sears to demand that a customer fight his way through the order process.  Score, Customer 1, Sears 0.

I am sitting here on Sunday night (actually, Monday morning) and just got out of the shower.  Our water has been getting cooler for a week or so and tonight it turned cold in the middle of a 5 minute shower.  The water heater was installed by our builder, exactly 5 years ago.  I have no expectation that it is under warranty and even if it was, I want something more efficient.  I have to decide whether to take the gas company up on their offer of a gas fired instant unit, with the associated tax credit, or just buy a new electric heater and replace the existing one.  I will speak with the Gas company this morning and if they can replace this one with a good unit that will give us the amount of hot water we need, and do it at less cost than the electric model, and do it timely, then I will let them install it.  If not, then I will go down the road to Lowes and buy and unit and have them install it. While I often buy appliances from Sears, the nearest store is 40 miles away and my last appliance purchase resulted in four visits to get the washing machine hooked up and running.  Seems the service tech never attended the lecture that discussed hold down screws for shipping that need to be removed when installing.  I really don't want to go through that again, so even if it costs me $100 or $200 more, I will buy it from Lowes.

If you have any difficulties with the Lowes installation, be sure to post your experiences back here.

I am really sorry for those of you who have had such a bad experience with Sears. However, I am so extremely grateful to you for taking time to share the information on this message board! Last night, my water heater *died.* Because of your comments, I called LOWES this morning. It is now 5:30 pm, and my new Whirlpool hot water heater was installed and is running - thanks to Lowes!!!! I am so happy and relieved!!!The service was excellent - all the way from the over-the-phone store purchase, faxing of the contract, to the installation. Everyone was so nice and friendly, too! Thank you so much for all your help!!!

That's the way it should happen and does in the vast majority of water heater installations. Sears must do hundreds every week nationwide, but pitfalls happen....wrong size, wrong model (conventional, powervent or direct vent),updated building code requirements like antiscald valves ($250 installed), misinformation and just plain miscommunication. For example building permits. My contractor couldn't pull a permit from the building inspector last week because of a parking ticket I got back in 1994! Five dollar ticket and five dollar penalty, unbelievable, but you can't fight city hall.

Not to mention mobil home installations with water rotted floors, they are plumbers, not carpenters.

And, if a Lowes Water Heater fails, an A & E (Sears) Service van will be dispatched for diagnosis, parts ordering and installation of ordered parts.