Water heater problem

Hi HunterBOB-Welcome to MySears!  Did you ever have a purchase agreement on the water heater?  I know you don't want to be without hot water for an extened time again-that would be difficult. You could call 1-800-4-MY-HOME and have them take a look.  They can give you an estimate on how much it would cost to fix, and you can see if it is worth that price.  They also can issue a coupon worth anywhere from $40 to $100 of your future water heater purchase. 

Water heaters have parts-only warranties for 6-12 years, so the parts will be covered by the manufacturer's warranty but the labor will not. This type of warranty is the same with any water heater from any retailer.

JulieK mentioned our protection agreement, which covers parts, labor, installation of replacement water heater (if necessary, when original is installed by Sears), as well as annual preventive maintenance checks. For most water heaters, this coverage is available at point of purchase for up to 5 years, for around $15/year. This coverage is also renewable at the end of the term.

And, as JulieK said, if you choose to replace instead of repair after a technician gives you an estimate, the coupon will pretty much negate the trip charge for the technician's visit. Hopefully your water heater issue will be able to be resolved in a timely manner and hot water can be restored to your home.

Good luck, and let us know what happens!

 Dear HunterBob,

 I am sorry to hear about the problems you are experiencing with your water heater. My name is David and I work for the Sears Cares Team. We would like to assist you in resolving this issue. If you can contact us at searscares@searshc.com so we can find a solution to best meet your needs. Please include your screen name (HunterBob) in your email so we can reference to your case.

 Thank you,

 David V.

Senior Case Manager

I have a 50 gallon Sears water heater. Three weeks ago the heater failed. The technician indicated it was a thermo coupler. I called Sears parts and they shipped out a new thermo coupler. This part did not solve the problem. A water heater service technician came out and reviewed the heater problem.  He indicated I needed the gas control valve mechanism. On July 29 I called Sears and ordered the part. Since I have a twelve year warranty and the heater is only four years old I thought the part would be here in a few days. I even volunteered to drive to a location where I could pick up the part to expedite its delivery. I was told no.

When I called to check on the part on August 7, 2009 and after being bounced from person to person eight times I was told they would check with the manufacturer and it would take an additional three days just to find out the status of the part.

My family has been without water for over two weeks. No one I have talked to at Sears has taken responsibility for expediting the delivery of the part or resolving the problem. Taking two weeks just to find out the status of the problem is not acceptable. Neither parts direct, warranty, or customer service employees have taken the necessary steps to fix the problem. They have all indicated there is nothing they can do.

As a customer of Sears for over 30 years I find Sears service totally unacceptable.

Hi RobertPatton-I am so sorry to hear about the problems you are having getting that part. That is way too long to be without water.  Is this a part you are planning on installing yourself, or will you need to schedule an appointment with a Sears Repair Tech?

I have sent this on to SearsCares, the customer service escalation team that helps out on the site.  Hang in there-if they can do anything to assist you, they will.

Again, I will repeat this..there is a lack of ownership from Sears on open problems...it just keeps bouncing around until you hit this forum, and by then your so frustrated you swear your done with Sears!...no one "owns" your problem, and therefore it flies off anyone's radar at Sears......open tickets should be time stamped, and alerts should be generated each day ( no updates in 24,48,72 hrs, etc,,...someone should look at open tickets and tryto resolve them (or get back to the customer with an update)...when this does not happen you fall in the "dark hole"...anyone reading this blog will NOTICE a trend here with customer service...lack of ownership and timely followup...that's all people want from customer service, and then resolution..

 Dear RobertPatton,

 I apologize for the inconvenience we have caused you on your parts order. My name is David and I work for the Sears Cares Team. We would like to assist you in resolving this issue. Please email us at searscares@searshc.com so we can work on expediting your parts.   

 Thank you, 

David V.

Senior Case Manager

Dear HunterBOB,

See my new post today about the Sears brand water heater less than two weeks old. I wonder what company is actually making these lemon-y water heaters. We know it's not Sears. I just don't want to purchase the same brand that made Sears' unit which I will be replacing today. You have my sympathy. Let the buyer beware! Snoop.

Every brand has lemons. Good luck .

Hello Chuck. I had a Miser 6 that was installed in 2005.  The pilot light would not stay lit.  I called customer service and the agent asked me if I had my receipt of purchase I couldn't find it.  I asked her if there wasn't another way to tell that this model was under warranty for parts and she said no.  They would be happy to send a repair person out to look at it costing about 1/2 the cost of the unit when I purchased it... FORGET IT.! I would be better off buying new.  The pilot started faulting in 2008.  Thats a little over 3 years of service on a hot water heater... frustrating service.  I would never purchase Sears again .... Never.... I had the same experience with a Craftman lawnmower....$350 and I got 6 cuttings off it. My Ryobi is 3 years old and still going strong.. paid $150  I'm done with them and their customer service...  If that's what you want to call it.

The tank has a sticker with the date of manufacture. A licensed plumber filed a permit with the building inspector when installed. Any water heater requires annual maintenance including cleaning the pilot and draining the bottom of the tank. 

Maintenance!

That's outrageous!

This thing should last FOREVER, without me doing noth'n!

JulieK said…

Hi HunterBOB-Welcome to MySears!  Did you ever have a purchase agreement on the water heater?  I know you don't want to be without hot water for an extened time again-that would be difficult. You could call 1-800-4-MY-HOME and have them take a look.  They can give you an estimate on how much it would cost to fix, and you can see if it is worth that price.  They also can issue a coupon worth anywhere from $40 to $100 of your future water heater purchase. 

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A quote?? LOL They are actually trying to give you a repair quote on something under warranty--oh but it will take a couple more weeks without hot water before they get this coordinated. Better call a local independant repair contractor Bob.

AdamO said…

Maintenance!

That's outrageous!

This thing should last FOREVER, without me doing noth'n!

 

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And what this witless comment has to do with this thread I have no idea.

Most people just let their water heaters sit and ROT, until something goes wrong.

It's human nature.

"If it ain't broke - don't maintain it."

How does one clean a pilot light on a hot water heater?

This seems to be a very common problem and I'd rather not wait for mine to get "too fouled" to do owner preventative maintenance.

Like talk shows have canned laughter and applause, Sears has your ridiculous off-the-wall posts. I hope they don't pay to much money for your "canned comments".

The default "manufacturer's" warranty covers parts only.

To get the parts installed... the Customer would need a repair cost quote.

And, "I'm" the witless one?

By the way, YOU'RE the one following the Water Heater posts.

I'm just in the vicinity and unless called names - pretty much move on to the tool posts area.

Electronic ignition upgrade should be offered in lieu of another faulty pilot device.

Just my opinion, though.

You need to clean the soot out of the pilot orifice, as it does build up.  Why they still make them with pilot lights simply staggers the imagination in the 21st century...

AdamO said…

The default "manufacturer's" warranty covers parts only.

To get the parts installed... the Customer would need a repair cost quote.

And, "I'm" the witless one?

By the way, YOU'RE the one following the Water Heater posts.

I'm just in the vicinity and unless called names - pretty much move on to the tool posts area.

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Yes I am following water heater posts. I actually have a problem which Sears will not take care of. Your unwanted opinions come up all over the place on these boards--for the last month. You appear to have nothing better to do with your time, and for some reason (which escapes me) you seem to believe you are an authority on problems with Sears. All you appear to do is sing praises for Sears, while you really offer no solutions. Wait, you do have something in common with Sears. The man does not need a quote by the way--he needs his hot water heater repaired. And yes, your comments completely lack wit.

Owe...

That was a GOOD one!

If you can champion the poor "Do Not Purchase a Sears Water Heater", "Water heater problem", "DONT (missing apostrophe) BUY FROM SEARS!!!! (over-use of punctuation marks)", "Sears is AWFUL - NO HELP WITH WATER HEATER...", and "A Wasted Day..... (overuse of punctuation  marks) Waiting!!" posts, why shouldn't I be able to post discussion topics there, too?

And, I'm not attacking fellow posters, Barry.

Quotes on service are given for a reason.

Call me all the names you want.

But, it doesn't change how a Manufacture's defect only warranty is handled.

I guess I'll just have to keep "plugging-along" until I get that "wit" thing doing more-better.

Umm...

And, I'm not earning any money coming here.

I just like talking to the nice folks here, and some of the others.

Why are YOU here, Barry?

Once again, thank-you for the heads-up on cleaning the micro-screen.