Sears

I have Sears Appliance Home Warranty (Plan [protected]). On 11/6/21, I requested service for washer with F35 and SUD error codes. Technician came out on 11/10/21 and he ordered the part "Washer Water-Level Pressure Switch #WPW10415587." He set up an installation appointment for 11/22/21 as he anticipated the part would be available by that time. I received a part on 11/16 (via UPS) and opened the package to make sure it was the right part. The part was damaged beyond use. It was in a small padded envelope and looked like the package had something dropped on it. I called Sears Home Warranty immediately. I described what had happened and that I simply needed them to send me a replacement part for my washer and that the part they sent was not usable. So they transferred me to the Sears Part Department where they promptly told me it would cost $195. I told them that was not right as I have coverage for my washer under the Sears Appliance Home Warranty (and I gave her the Plan number) but she kept insisting that it was not covered. Then she hung up on me. I finally reached someone else. That person said that I needed to wait 3 -5 days for an email that would tell me what to do. 11/17/21 - I got an email showing the part that I needed in a Cart and asking for payment of $195 for the part. Well, I didn't receive any other email so figured this was what she was talking about. 11/18/21 - called Customer Service again. Each time I called, I was asked for the same information. I have spent hours on the phone with people that just do not seem to know what to do. Anyway, this person said that they will make sure the part is ordered. However, I would need to wait for an email describing how to return the part. I told them the part is smashed and in pieces. Well, they insisted this was part of the policy. I asked to talk to a supervisor but held for I don't know how long and that didn't happen. So I got the email from Fort Parts Recovery Initiative and I described what happened. They gave me yet another number to call and basically indicated that "if for any reason you decide to return the received parts, please contact us back to coordinate.'" They do not handle replacement parts. I have had several calls about this matter and have spent countless hours on the phone trying to get a new part for a part that was damaged while in transit. I pay nearly $50 a month for my appliance warranty and then am treated with such disrespect. My goal is to get my washer fixed... that's it. I'm not sure what else I can do. I know I can call again, but I don't think the results will be any different. I am attaching pictures of the damaged part and the plastic bag it was sent in - then this was in a small slightly padded envelope.

This is the second time the door handle has broken. I have a warranty and am told that the handle is on backorder and they don't know when it will be replaced. I contacted another online parts company. They said that the handle is not longer being made. I cannot get conformation or denial from Sears.
Dear Member,

We have received your request regarding the order# E521476. I am sorry to inform you that currently these parts are on backordered status and do not have any estimated time of arrival as of now. Once the order is shipped tracking # will be updated.

Thank you for choosing Sears PartsDirect.

Regards,

Haskins K.

Sears PartsDirect

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My dishwasher door hinge broke and I had a technician (Peninsula Appliance Repair through Sears) came on 9/23 to fix it. I asked him to do preventative check but he refused doe to the shortage of time. Three days later my dishwasher stopped working. I called Sears to make another appointment on 9/28 but the representative could not place a service order. He said they would call me back within 3 days but never did. After calling both Sears and the Repair shop several times, I found the technician never had closed the work order. I called the repair shop to correct their mistake then I finally was able to make an appointment. Oct 17, a technician from A&E Factory came and he didn't repair but told me he needed to order replacement parts including a motor. Two weeks later Nov 4, I called Sears about the motor and found the it was back ordered and I needed to wait longer. Nov 13, I called and it was still backordered and I should get a new dishwasher since it has been backordered for more than 21 days. And they would call back by Nov 16. I did not hear from Sears, so I called on Nov 17, I was told that they were waiting for authorization which to evaluate my old dishwasher to decide the allowance of a new dishwasher. I was told to wait 3-4 day to hear from them. I never heard from Sears so I called again on Nov 20. The representative could not give me any date I can expect to hear from Sears. I have no working dishwasher for almost 2 months. The agreement is supposed to fixed it or replace it. I have been told they would contact me more than 6 times but they never did. I want to have a new dishwasher as soon as possible.
Noriko Romanko
426 Sunnyvale CA 94086
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