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sears blue service crew Complaint - LAWNMOWER SERVICE - lawn tractor
sears blue service crew Complaint

sears blue service crew Complaint


LAWNMOWER SERVICE - lawn tractor

I purchased a new Lawn Tractor 11 months ago. Bought a good one, or so I thought. Paid $4500. Engine had a problem, no power and smoking. A Kohler 26 HP. Sears online site claims same dya or next day service. I called. 2 weeks was the first available. I called every number I could find, even went to the store. NO help. Worst part is that there is no one that has any authority to do anything, and you are not allowed to talk to them anyway. Service tech came in 2 weeks. Problem wasn't terminal, but it needed a ignition module (coil). He didn't hve one with him, and would have to order it. He said at least a week to get the part(delivered to my house), so he scheduled me for a date 10 days later. Well, no part came. I received calls and called their "service" center several times. No one could do anything. They couldn't even tell me when the parts would ship. Here's the kicker. I called a local dealer and could get the parts the next day if I wanted to. How come I can get the parts and they cannot? I am waiting for a call from their parts dept., who you cannot call because they have no outgoing lines, to see if they will approve my reimbursment if I buy the part on my own. I don't feel very lucky today. I am 61 years old and this is by far the WORST customer "service" I have ever encountered. There are many details in this exchange over the last 3+ weeks that I won't get into. suffice it to say that there is no one at Sears service that knows what they are doing.
By the way, the service tech was very good. it's not his service I am complaining about.

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SearsCares says: (9 years ago)
To BrianBarrante,
I found this post and I wanted to reach out and express our concern for this situation. Waiting so long for service is not typical, but the delay is because there are a number of customers requesting service on their tractors/mowers right now with the change in seasons. There are simply not enough technicians for the demand at the moment. As for the parts, we get ours new, direct from the manufacturer. We don’t use refurbished or remanufactured parts for our customers. This can cause some delays in some cases, but we wouldn’t do any less for our customers. We can, if requested, order refurbished parts to complete a call, but only on request. I do apologize that you have been so inconvenienced by this and we would like to help get this resolved for you. My name is Brian and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. We can help. In the email, please provide a contact phone number and the phone number the tractor was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (BrianBarrante) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares

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