SEARS PARTS & REPAIR CENTER

I contacted Sears about repairing my washing machine on Thursday, March 27th. The first repair appointment was set for Monday, March 31st. A tech came out, diagnosed my problem, ordered the part, which I paid for, and set up a repari appointment for Thursday, April 3rd. When the tech for the April 3rd appointment got to home, he determined that instead of needing to replace the control panel in my washer, I needed a new Heating element. The heating element was in 2 pieces. The tech was unsure how the first guy missed that but he ordered the new part and an appointment was made for Monday, April 7th. I called Sears that afternoon and asked that the new part be sent priority overnight to arrive on Friday so that I could have an earlier repair appointment. I was told that could be arranged and that the parts would arrive on Friday. On Friday, April 4th, after the part did not show up to my home, I contacted Sears again. I was told by 2 separrate customer service reps that the part was on s truck for delivery in NY and my appointment was scheduled for Saturday afternoon. Turns out the part was stalled in KY due to weather. When the part did arrived on Saturday morning, I called to verify my afternoon repair and was told I didn't have an appointment. After much discussion, they agreed to send a tech. When the tech arrived, the heating element had a different shape and the tech was concerned about using it. He contacted Sears who was unable to confirm if it was the correct part. The tech question was sent to reasearch, who after 2 weeks, still has not responded as to whether I have the correct part. Another part was sent last week, but it is exactly the same as the first heating element. I have called Sears almost everyday to ask for an update. I have been told by multiple people that someone would call me back with an update, but no one ever has until today when I called to ask for a refund. I filed a complain on-line with Sears, was given a go-to person who was in charge of my case named Alyssa and she didn't call me when she said she would. I have not heard from her in over a week. I have been weeks without a washer and the only consistant statement is "We sorry for the inconveinance." Today I was told that Sears was still in coversation with the manufacturer and that they may have an answer early next week. I have asked for my money back, which they will not give until UPS picks up the parts in my home on Monday, and I have bought another washer from a different vendor.

Sears did a great job installing our new furnace. They came right when they said they would and even gave a quick call ahead of time. They also worked very efficiently and picked up the surroundings after the work was done.