I wrote this to Sears because Sears contracted A&E for our GE washing machine. Still no resolution!
Dear Sirs:
This email is to complain about service I recently received from Sears Service Center (A&E) in Dallas Texas and the multiple Technicians who came to service our General Electric washing machine. This is not our typical experience with Sears so we are very disappointed and frustrated.
Around November 1st we called Sears Service for our washing and the first technician came to our Pleasant Hill home on November 4th. It was determined a bearing was bad and parts were ordered and the new date for the repairs was schedule for the repair in our Benicia Home. (We were in the middle of moving from Pleasant Hill to Benicia.) The parts arrived the next day and we called Texas to see if we could get a new appointment in Pleasant Hill, before the move. I confirmed that the appointment would be in Pleasant Hill and not Benicia before I hung up with Texas. An appointment was scheduled for November 8th, but on that day the Tech never showed because Texas sent the Tech to Benicia, not Pleasant Hill. My husband’s entire day was wasted waiting for the Technician to show.
On November 9th in Pleasant Hill our morning appointment didn’t happen until 2:45 when a new Tech finally showed up. He started replacing the parts and after getting into the machine he said we needed a new counter balance weight and he ordered the new part and another appointment was scheduled.
On November 17 we had an appointment and the Tech didn’t show again.
On November 19th the original Tech came and found the new counter balance weight was cracked in half and said the original weight was ok to use and that the other Tech probably didn’t want to do the work during the last appointment. So the old, crumbling, counter weight was used and the machine was put back together.
We now move the machine to our home in Benicia and try to do laundry. When the first load of clothes finished, they were soaking wet. We had to run the spin cycle twice to wring the clothes.
On November 20th a new Tech came and the machine worked fine while he was here. He tried to sell us insurance on the machine. We declined. The next morning the machine was not spinning correctly again.
On November 23rd the same Tech came replaced the lock on the door because he said that would make spin cycle work and when that didn’t work, the Tech said we need a new timer.
As of today, November 23rd, we ordered the time online for $169.00 ourselves as “our ticket was closed and they couldn’t order the time for us”, and we still wait to find out if we will ever be able to use our washing machine again.
I’ve tried to call the Corporate headquarters and complain. I was transferred to the escalation department both times I called. Each time the person I spoke with couldn’t help me resolve any scheduling issue nor would that person let me speak to a manager.
I’ve left so much out of this letter. So many mishaps, mistakes, and unbelievable conversations with the Techs have been left out of this letter to keep this complaint somewhat short. If I were to put everything that happened in this letter, the letter would be five pages long.
I’m writing to you to see if you can help us. It has been a month since our first call and many days have been wasted waiting for late or no show technicians. We don’t know who to turn to, we’ve tried complaining and we only find ourselves more and more frustrated. Anything you can do to help us resolve all these scheduling and multiple Technical problems would be very much appreciated.
Sincerely,
Jerry and Jessica
Read Next Complaint >>
