No they dont.

No way. I give it 3-5 days before it turns into the Uhaul cell phone number :)

I actually found this email address on another website and it really worked for me. I had a new appliance that I was unhappy with for about a year - went through many service calls with no real resolution. Once I emailed Sears Cares, it was taken care of very quickly and I had a new machine in my home. I am very happy - Sears redeemed themselves with me.

Oh, I disagree. They care so much, they decided that we DO actually want the fridge that we originally rejected when they first tried to deliver it. Oh, and that we didn't want the dishwasher we ordered and paid for, so they never even gave the order to any contractor so we never got it. Oh, do they care!

Dear ShobhaElephino:

It is kind of wild that I am responding to this post but when I saw your comment I wanted to reach out to you and find out a little more about what actually happened on the delivery and subsequent issues you encountered. I hope you will allow me to look into the situation and see if there isn't something I can do to make you a happy Sears customer again. Are there still issues? Perhaps I can get them corrected for you. You can contact me at searscares@searshc.com so that we can talk more in detail about this. Please send me an email and provide a contact phone number so that I can call you directly. I would be very happy to be able to provide some type of resolution for you. I do look forward to hearing from you soon.

Thank you,

Brian J.
Senior Case Manager
Sears Cares

I have 5 appliances that I bought from sears and got their extended warranty. The last and only time I have used the warranty which expires in 2012 was over a year ago with my washer - the man came and said it needed a part - by the time the fixed it it was 5 weeks later. Now the washer broke again...I have a broken foot and the supervisor - a Mr. Trinity - cant get anyone here for 6 days...he's unalble to help me. I told him I would cancel my warranty after they fix the washer and get a refund and never ever buy an appliance from sears again when these appliances break down I will either get a local repair person I can depend on or buy new appliance from any one else but not sears. It is in awful, insensitive place to do business.

To SampritiBroadway:

I saw your post here and I wanted to respond. My name is Brian and I am part of the Sears Cares team. I'm sorry to hear that you've had these issues with the repair of your washer and I'd like to talk to you about the situation. I certainly hope this has been resolved to your satisfaction but I would like to know more about it. If you'd like, please send me an email at searscares@searshc.com with a contact phone number so we can see if there's anything I can do. I hope you will reply and I do look forward to talking to you.

Thank you,

Brian J.
Senior Case Manager
Sears Cares

I purchased a Sears water softener less than two years ago, and after some major problems with the unit during the first year, I purchased an extended warranty. It has since kept up the poor reliability and is down again. We live outside of Anchorage Alaska and have a well. The water softener is critical to keeping our pipes from being damaged from the hard water. There is a switch that continues to fail, 4 have been changed, the last two within the past 6 weeks. A technician replaced the switch last week, ordered some parts to reduce the switch failures. I had to wait 6 days for the part to get here, and then another day for another technician to come out. Each time you call a technician out, you have to be home from 8 AM until 5 PM. In May I was out of state so my step daughter had to take time off from work to be at the house. Now the technician who came today replaced the parts that were ordered last week, and the unit is still inoperative. The technician is claiming that there is a crack causing the problem. So I am waiting another week for an operational water softener. I called customer service and the lemon line, I got lots of apologies, but still am not convinced I will have a functional water softener any time soon, nor how long the repairs will last this time. I am very fed up, as my summer vacation plans are again delayed because of the poor decision I made two years ago to purchase this water softener.

First followup:
I was called by "Sears Cares" today after sending them an email. The young lady indicated that she had expedited the order (which had not been processed until today, and is expecting the parts to repair my softener here by Thursday this week.

Our Sears experience and it is still not resolved. Below is email sent to Sears over 1 month ago.

It took your company 4 separate trips and required me to take 4 days off of work to supposedly repair my Kenmore Calypso washer. Which is still not fixed properly. We were completely without a washer due to your horrific repair service for 4 weeks. We are a family of 6 and need to do laundry every night to keep up with our 4 active children's school clothes and sports uniforms. Having to go the the laundromat every night for 4 weeks besides being quite expensive was very inconvenient. Though our washer is working now it is making a horrible sound that it never made before your technicians came out for the 4th time in a 4 week period to supposedly fix our washer. On 2 of the trips to supposedly repair our washer the technician stood next to the washer and never inspected or even layed a hand on the washer and ordered parts based solely on the error code that I told them was happening. Which was the same information that we gave to the person at 1-800-4-MY-HOME which is apparently the only information the technician needed to diagnose the problem and order the parts to supposedly repair our washer. Unfortunately for our family; your company policy is that the technician needs to stand next to the appliance and order the parts for repair without any need to perform any inspection. And this happened on 2 separate occasions in 3 weeks.

On the several times we have had to call 1-800-4-MY-HOME over the last month to try to get this resolved we have been hung up on 6 different, lied to on several occasions about the type of repair needed and the expectation to get the problem resolved "this time". We spent over 2 hours on the phone and talked to 8 different representatives on May 7th to try to find out if we had received all of the parts that were being sent to us for the 4th time your technician was supposedly going to repair our washer. We informed them that we did not know if we had all the parts or not and simply asked them how many packages were shipped to our house and what the UPS tracking numbers were and we would look up since your representative were not able to perform that simple task. This took your company over 2 hours and 8 different representatives to tell us that we should have 5 packages. At the time we only had 4. I was able to find out the delivery status of the 5th package and informed your representative of the location of the package and that it would be delivered to our house on Friday May 8th. During this 2 hour ordeal we were hung up on twice by your representatives.

We have found out after the fact that this model has been the subject of several class action lawsuits. Something my wife brought up to one of your representatives and her response to my wife was, "Yes, but they are all closed now there is nothing you can do."

@Hank Huizenga: Parts were received on Tuesday, however no one seems to be able to come out to do the repair until Friday. I have been assured by the young lady at "Sears Cares" that she is trying hard t get scheduled sooner. Time will tell.....

@Hank Huizenga: Today the first technician came out and installed all of the parts, pretty much rebuilt the entire head. When he left it was working. I thank Sears Cares for getting this accomplished, I just hope it stays running for more than a month this time!

I purchased a ProForm Elliptical in October 2008. It broke in mid december (flywheel). They couldn't get a tech to my house until mid January, by which time the 60 days I could have returned it to the store had passed (but no one told me this). I had also purchased a 3 year Master Protection Agreement on the unit.

Since January, I have had seven (7) service calls on the unit. Three in the past three weeks. Each time, the unit worked for about 10 minutes then broke. This last time it was finally declared "unrepairable" and I was told it would be replaced.

I got a message on my machine from the CTAC or whatever about replacing my unit so I called them. They said they were authorized to exchange it with a 199.88 unit of my choice. Except, there are none. Which they told me.

Next they told me I cannot cash out because it is past 90 days. Nowhere is that in my MPA. Also they told me they cannot replace it for an equally featured unit because it is not past one year. Again, that restriction is not in my MPA either. My MPA says it will be replaced with a comparable unit after 3 service calls on the same type of problem (so why did it take 7 service calls???).

So the person on the phone gets someone from the Warranty Division to join us. They say they cannot help. At all. Try someone in another division. So Replacements tries that other division. They too pass the buck and claim there is nothing at all they can do.

So what is the point of purchasing an MPA? I thought a warranty was a LEGAL, BINDING AGREEMENT. But they aren't following this. So last night I was on the phone for more than 90 minutes trying to straighten this out with Sears.

In the end they told me to "go to the store and find something" and "the store will work it out". Right.

Still waiting for our washer that is going on 4 weeks. Keeps getting put off over and over. Cant wait for the day we dont have to waste time calling or scheduling Sears service.

To all posters here, if you have an issue you cannot get resolved through normal Sears channels, please feel free to reach out to my team via email, searscares@searshc.com with a description of the problem, a contact phone number and the phone number the item in question was purchased under and we will call you directly to get the issue resolved. We certainly don't want you to continue to be frustrated on an issue we can help with.

Thanks,
Brian J.
Sear Cares

I do not think that Sears will ever help, nor do I think they care anymore. Seems like typical big business. I spent over $300.00 on a vacuum and they say I have not shopped there in four years! I did lose the receipt but really....what about the battery, the clothes and all of my other purchases over the last couple of years.

All I want is my EXPENSIVE vacuum fixed. It is under warranty for goodness sakes.

Brian,

I have filed an inqury by email (to priceprotection@customerservice.sears.com) regarding a price protection claim for an item I bought on 8/21. It has the following customer service number assigned to it: KMM5645259I15977L0KM

I have copied you on the last two messages, and I am hoping that you can help get it resolved expeditiously. The limited time on the current offer on Sears.com and the window of the 30 day return policy on my 8/21 purchase does not allow me to wait 5-7 business days for resolution.

Thanks for your kind consideration to my inquiry.

Regards,
Bill

Brian,

Note sure if your involvement was necessary, but it seems that my price protection claim has now been settled to my satisfaction. I'll follow up upon statement confirmation.

Regards,
Bill

Since August 3rd we have been without our big screen tv.The repairman have been here three times with the wrong parts and a bad attitude.I am requesting an replacement tv since they can't fix this one and am getting the run around on that also.Sears has been paid in full for the tv and extra warrenty we bought from them & they say full replacement if they can't fix it...we held up our end of the bargain,when will they?I was told by the repaireman last week he was doing us a favor trying to fix our tv...that is an insult since we have paid thousands of dollars for this service.I have been lied to several times by Sears employees and feel very violated by this whole thing.We need help in getting a new tv since they can't fix this 60 inch plasma taking up room in our home.We also don't know why we have a warrenty with them that is doing us absolutely NO GOOD. Mickey