Complaint Review: Sears And A & E Factory Service

On May 25, 2007 I called Sears to report that my new washing machine, an HT4 Front Load washing machine, was no working. It was blinking an error message so I consulted the owner's manual to see what the error meant. After following the directions in the manual the error continued. I phoned Sears and they walked me through some steps to see if that would correct the problem. We were not able to correct the problem so the Sears rep. said he would schedule an appointment to have a technician out to repair. We live in an rural area and A & E Factory Service only visits our area one day a week on Fridays. The following Friday was booked so I had to accept the fact they would not be here for 2 weeks, I was calling on a Saturday. Finally the day arrived and the A&E repairman showed up. I also schedule a service call for my Fridgidaire oven that was not working correctley. He looked at both and said he fixed the washer but would have to order a part for the oven and he would return in another 2 weeks. That evening I washed 2 loads of laundry and the washer started doing the same as before. I called Sears again and was told 2 weeks for the washer as well. On June 22, the same serviceman returned and again said he fixed the washer but the part he replaced in the oven did not repair the problem. He reordered parts for the oven and said he would return on the next Friday. I again washed 2 loads of clothes and same song and dance. Error message. I immediately called Sears and after much frustration, because they told me it would be July 6th before they could come back to fix the washing machine, I ask to speak to a supervisor. I told him my story and begged for a technician to come out on Monday. To no avail. He basically told me that was what I get for living in an rural area. Today, another technician came and did repair the oven but said he only worked on ovens and he could not fix the washer. He also ask if the previous man had even looked at the oven. He couldn't believe he hadn't fixed it.

Sears has always been good to work with but this takes the cake. I told the supervisor that his system was broken. He actually got pretty ugly. Sears has always advertised about their outstanding service department and may they used to have one but since they have contracted with A & E it is undoubtedly suffered. I will not ever buy anything from Sears or anyone else who contracts with A&E with service. I may live in a rural area but they never had any trouble taking my money because I lived in a rural area or the salesman have never told me that their service would be limited.

It has now been over a month. Oven finally fixed today but still no washing machine.

Lesa
Spur, Texas
U.S.A.