Sears rip-off Hoffman Estates Illinois

I purchased a computer ( $3017) from Sears (Altamonte Springs) in 1996 with an extended 3 year "Sears" warranty. It was repaired 7 times prior to the warranty expiring.

I had asked for a replacement after the 1st replacement died in service and was denied. They offered to sell me another warranty after my 1st one expired. I told them that if they wouldn't / couldn't fix the computer after 7 tries - why would I spent additional money for ANOTHER warranty.

I have sent documentation to the Sears CEO ( Alan Lacy ) on two different occasions.

Jan 14, 2003

Beverly Edling ( Sears) ( Tel # 502-266-2597 ) Called to ask if I was still having a problem with my computer, I told her that It hadn't worked for quite some time.
She said that someone from Sears would call me this week to rectify the problem.


Jan 16, 2003

David ( Sears employee # 25825 / Tel 800-877-8701 ) telephoned me to say that My computer was out of warranty and that Sears was not going to do anything to repair it . I telephoned Sears service manger "Shanie" (employee 16991 ) who was extremely rude and non-cooperative. She said that I had not purchased an extended warranty with Sears, I told her that I had - and that I still had the original receipt and that I would fax it to her.

After checking for 17 minutes, she came back on the line and said that I had never requested a "service call". I told her that Not only had I requested a multitude of service calls - but I had the receipts of the service calls. She checked again ( with someone? )
and told me that it didn't matter if I had the receipts -
Sears was NOT going to do anything about my computer problem. The only advice that I have received from her was to get an attorney if I didn't like Sears decision.

I telephoned Sears Executive product repair ( Tel #: 800-659-7057) and spoke to Jason. He asked me if I had filed a complaint with the Florida Attorney General. I told him that I had.

He then asked me what would it take to make me happy. I told him that all I wanted was a computer that worked. I didn't even care if it was refurbished .

He said that he would get back with me.

I was mailed a $100 Sears gift certificate, which I then cut up and returned.

My family has sent well over $15, 000 at Sears during the previous 10 years, I find it hard to believe that they would treat a customer so shabbily.

Doug
DeBary, Florida
U.S.A.