Purchased and installed a Kenmore 40 GAL hot water tank from Sears about 2-3 years ago. On Saturday night, the hot water stopped working so I went and checked and the pilot went out. My first attempt to re-light it was fine for a couple of hours but it went out again and wouldn't re-light. No problem, I'll call Sears Emergency Service.
There is no such thing. They may call themselves that but the course of events that unfolded were disastrous. First, my call on Saturday night was with a woman I could barely understand and she told me their system was down so they couldn't do anything. She never offered to take down my info and call me back. Just left me hanging.
Called back Sunday morning. Gentleman was very polite but informed me that they'd have the local contractor call me Monday morning. I told him that wasn't acceptable but he just proceeded to say they had no service on Sundays. I asked to speak to a supervisor, none was on staff at the time.
Called Monday morning and agent stated that they had already put the call out to the contractor and that they should get back to me sometime that day. I expressed that I wanted a call back immediately, he said he'd escalated. Two hours later, still no call. I called Sears again, and wasted an hour on the phone speaking to an agent and a supervisor who both told me the contractor would call me sometime that day. I expressed my extreme displeasure and asked for a manager, who wasn't available and is supposed to call me back by 4pm.
Here's the kicker: the local contractor did get in touch with me but informed me that they do have an after-hours call line and had Sears simply put the call out Saturday night/Sunday morning, I would've had this issue dealt with yesterday (Sunday). Unbelievable.
Needless to say, I will never buy another product from Sears ever again and I would STRONGLY advise against anyone do so either.
