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Why can't you speak with a tech over the phone and why don't you stand by your products?

I spent a lot of time on the phone being switched to multiple areas just to be told that that I would have to ask my question over the computer. While on your assist line I was reassured by everyone that I spoke with that the next person would be able to assist me. There is no assistance here, however there was assistance when you wanted to make the sale and now none. I am disappointed with your company and lack of truly wanting to help the customer other than telling me to have someone come out for a service call for $65.00. One would think that you would want to stand by your products. Looking over the list of questions asked I do not see many expert answers to the questions. As I was also reassured by one of your customer service members that showed no compassion to me whatsoever only repeating a pre-written statement that I am sure she did not even write herself. What do you have to do to speak to a person with knowledge?

Posted January 13, 2010


Lyle W , January 14, 2010

I understand your frustration with being transferred through our Sears phone system several times and not being able to talk directly with a technician. I apologize for this problem on behalf of Sears.

We currently do not have a system set up where you can talk directly over the phone to a technician or trained agent about a problem on an appliance that is outside of the manufacturer warranty or not covered by a Sears Protection Agreement (extended warranty). We do have this Manage My Life website where many of the Experts and Personal Solutions Managers are trained and experienced technicians who can answer your questions and will help you troubleshoot or repair your appliance for free. Although you cannot talk directly with us over the phone, we can normally better answer your questions through the written dialog that we provide. Through this website we often provide illustrated procedures for do-it-yourself repairs. NOTE: Certain appliances such as microwaves are not recommended for do-it-yourself repairs because they are inherently dangerous to service. Some failures such as a failed refrigerant system in a freezer or refrigerator will also require a technician.

You did not mention which appliance you are having trouble with. I recommend that you resubmit your question with details of your problem and the full model number of your appliance. We will be glad to help you once we receive additional information.


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