Attn: Mr. Edward Lampert
Chairman and CEO
Sears Home ServicesSears Holding Corporation
3333 Beverly Road
Hoffman Estates, IL 60179
Dear Mr. Lampert:
We have been attempting, since 31st August 2016, to get our Kenmore washing machine fixed.
On 31st August we were visited by technician 0003101 and were told that the repair would cost $770.00.
While we briefly considered purchasing a replacement washer, this became impractical when we were informed that our (still functioning) dryer would not be able to stack correctly upon a newer model dryer. At this point we decided upon repairing the machine.
When I called to make a subsequent appointment— presumably for the repair– I made it abundantly clear what the problem was.Still, when we were visited a second time, on 3rd September 2016, all technician 0819755 did was charge us $344.97.
Yesterday, when I called, I was told that the next available appointment was for 15th September.
So far, we have paid Sears $436.23 and I have an ever-growing pile of laundry that wants washing.
I have to wonder, if we had ordered a new washer and dryer, how eager Sears would be to arrange for their installation.
Please be advised that the delay in executing this repair will have an immediate effect on whether or not we ever purchase another Sears product, or, indeed, patronize any of your stores.
In the coming years we may likely decide to replace our range, refrigerator, dishwasher, microwave, and air conditioners. Do you think it likely, given the way this matter has been handled, that we will choose to purchase these units from Sears? I don’t think so.
In addition, you may rest assured that we will share this negative experience with our friends, associates, and relatives. They purchase appliances too.
I noted, in your listing in Hoover’s, that you have 40,000 employees. Is it possible that one of them might be available, today, to fix our washer?
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McCarra-Fitzpatrick MaryAnn (MC1989)
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