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Sears Complaint - What's Customer Service?
Sears Complaint

Sears Complaint


What's Customer Service?

Two years ago I purchased a new hot water heater from Sears . Last month when I noticed pooled water around the bottom of it I contacted Sears for a service call. I was told that they do not do service calls on leaky water heaters and immediately hooked me up to get a new one- after I paid $410 in installation fees. After the new one was installed the installer came up from my basement and said "your old water heater wasn't leaking, it was the furnace- but I changed the hot water heater anyway." What?? I'm not a plumber. I called the professionals hoping to get a professional. The professional response would have been "the water heater is not leaking it's the furnace. Would you like me to set up a service call for the furnace?" Had I not felt ripped off the first time around there's no doubt Sears would have gotten more business from me. Not anymore.

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SearsCares says: (8 years ago)
To BWarrell,

First of all, I'm sorry for the wrong information given to you regarding water heater repair. We absolutely send service technicians out for leaky water heaters. I also want to apologize for the issue you are dealing with now regarding the installation of a new water heater. We do appreciate your business and would like to help you resolve these issues. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the installation was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (BWarrell) for reference to your issue and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support

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