Sears is the most dishonest company that we have ever dealt with!

If you are thinking about buying a Sears product, don't do it! And don't buy a Sears Protection Agreement to go with any of their products. Sears has a fundamental problem when it comes to honoring their Protection Agreements!

Here are the facts:

  • December 13, 2005:
    • We bought a Sears Electric Clothes Dryer (#41784152500).

    • At the same time, we bought, and have continued to renew, a Sears Master Protection Agreement (112629776900103) on the clothes dryer. It was still in effect in 2017.

  • February 10, 2017:
    • I called Sears to schedule a repair because the dryer's computer was malfunctioning.

    • I received a confirming email from Sears that their repairman would arrive on the 2/14/17.
  • February 14, 2017: I received a call from the Sears repairman asking if it would be okay for him to come the next day because he had to take his teenage daughter to a doctor's appointment. That was okay with us.

  • February 15, 2017: The repairman showed-up in the afternoon. He had been a Sears repairman for only a month or so and didn't have a clue about how to fix our Sears dryer. He was on the phone the whole time with someone who told him what to do. Even so, he managed to break every part he touched and even dropped parts into the innards of the machine. He was going to order new parts and come back to fix it. He left the machine all taken apart.
  • Here is an example of a broken dryer part that was abandoned by the Sears repairman:

    Broken part abandoned by Sears repairman.

    Note that he even broke the light guides for the front panel indicator lights!

  • February 22, 2017:
    • Morning: The repairman was scheduled to bring the new parts and make the repairs. The repairman NEVER showed up!

    • Afternoon: I called Sears and they said that the repairman's "boss" promised them that he would personally call me back within thirty minutes. I NEVER got the call from the "boss". Sears also said that the "boss" had promised them that he would personally come out two days later on Friday to put in the new parts and reassemble the dryer!
  • February 24, 2017: The repairman's "boss" NEVER showed up to install the new parts and reassemble the dryer!

  • February 27, 2017: Because we decided not to spend the rest of our lives going to the laundromat to dry our clothes, we spent $833.98 to buy a new dryer (that was NOT a Sears brand) and had the delivery people take most of the big broken pieces that the Sears repairman left, since they were of no use and were blocking the hallway.

  • April 5, 2017 (over five weeks later): We got an email from Sears that “Your repair appointment has been canceled. Order Number 000824541818951." Seeing as how Sears had no way of knowing that we had bought a new dryer to replace the one that they wouldn't repair, their scheduling system should still have shown that the repair was still pending. Out of curiosity, I called to find out what Sears employee or event had triggered the email message that the "repair appointment" had been cancelled. No one in the Sears organization was able to track down the originator or event that triggered the appointment cancelation!

  • April 13, 2017: I called Sears Customer Relations and got the run-around for an hour. Derrick (#1006115) said he was willing to give us a $50 Gift Certificate. Oh pleeeze, why would we want $50 in lieu of a working clothes dryer? I got forwarded to Annette who said that she would personally be taking care of our problem to see about reimbursing us the money ($833.98) for the new dryer to replace the one Sears wouldn't repair. She never called back or contacted us!

  • May 20, 2017: Once again, I called Sears! Got Debbie in California of Protection Agreement Sales. She knew about my 4/13/2017 call but not much else. I recited to her everything that had transpired to date. She decided to forward me to the Business Solutions Department at 800-376-0557 and said she would put me on hold and explain the situation to them and for me to stay on the line. That was around 2pm. I listened to the hold signal until 2:35. Then everything went quiet for a couple of minutes and then I got a busy signal.

  • May 22, 2017: I received an email from Sears indicating that they had assigned Case Number 4979211 to our concerns.

  • August 10, 2017:
    • I called Sears at 11:20am. Talked to Crystal in Tucson. She gave me a number for "Customer Solutions". She also called Allen who was suppose to pickup on the call, but all I got was silence and then a hang-up signal.

    • I called the number that Crystal gave me: 877-879-3607. It turned out to be a company selling home alert systems.

    • I called Sears again at 11:37am and got Leon who then handed me off to Candice who handed me off to John who handed me off to April in Georgia at 12:09pm who handed me off to Laurie in Austin at 12:20pm who then put me on hold while she was going to check on why the repair wasn’t made way back in February. At 12:33pm, I got a busy signal and a hangup.

    • I called Sears yet again and got Alesia in Tennessee who said she didn’t have the authority to provide a solution and that I should contact “Corporate” to be made whole again.

    • Then Laurie called back to say that she had tried to find out from a colleague why our initial service request was cancelled back on April 5. The person she called put her on hold and she got tired of waiting. (Welcome to Sears!) She sent them an email to call us within the next day or two.

    • At 2:52pm, I sent an email with a .pdf attachment to Leena Munjal, Senior Vice President, Customer Experience and Integrated Retail at Sears corporate in Hoffman Estates, IL. The .pdf attachment detailed all of the interactions to date. Leena Munjal delegated our email to Jenn Sykes-Cook, Executive Member Support.

I believe Jenn Sykes-Cook (Sears Executive Member Support, Integrated Member Services, 888-266-4043 ext. 24) to be the most unscrupulous employee at Sears - in fact, at any company that we've ever dealt with. She dismissed the promise of the Master Protection Agreement. She condoned the breaking of the clothes dryer by an inept repairman and the subsequent failure of his or his boss's even coming back to fix his damage. In the Sears annals of "How Can We Screw Our Customers", she is probably considered a Goddess. To me, she represents the very worst that a company like Sears has to offer.

So that you, too, can appreciate just how scummy and dishonest Jenn Sykes-Cook is, here are her full email exchanges:

  • August 10, 2017 3:44 PM: From Jenn Sykes-Cook (Jenn.Sykes-Cook@searshc.com) to David Brown (dbrown28@tampabay.rr.com).
    Subject: Case Opened - 5154566

    Hello Mr. and Mrs. Brown;

    My name is Jenn. I am a Senior Case Manager on the Sears Holdings Executive Member Support Team. I’m reaching out to you in regards to the email you sent to our Executive; Leena Munjal; Care of Eddie Lampert’s Office. I have personally been assigned to address your concerns. My goal is to provide you with a satisfactory resolution, and retain you as a Sears member. I have created case number 5154566 for your reference. I have read your letter and understand that you had a number of concerns regarding the repairs and service of the appliance and the cost to get another appliance, albeit, not from Sears. I’m sorry this experience has been unpleasant for you. This was not Sears' intention and I want to assure you that you have reached the right place. Sears welcomes this type of feedback from our members. It allows us an opportunity to improve performance, a policy, or a process.

    I will be your point of contact going forward. Please reach out to me directly so I can personally address your concerns. You can reach me by calling my direct extension at 1-888-266-4043 EXT:24 or by responding to this email. I am conducting research right now on your complaints and the previous service calls, and will make live contact with you shortly, however – if you would like to reach out to me, my office hours are Mon-Fri – 730Am – 4pm – Central.

    Thank you for your patience and kindness while I look into, investigate, and resolve your complaints.

    Sincerely,
    Jenn Sykes-Cook
    Executive Member Support
    Integrated Member Services
    888-266-4043 ext. 24


  • August 10, 2017 3:47 PM: From Jenn Sykes-Cook to David Brown.
    Subject: Case Update - 5154566

    Hello Mr. and Mrs. Brown;

    Thank you again for your feedback regarding your past service experience. I will be conducting research on the service order and your past calls into our offices, where I can see the calls into our offices for assistance.

    I will be reaching out to you again soon when our business partners respond to my inquiry. Should you need anything in the meantime, please feel free to let me know.

    Thank you again,
    Jenn Sykes-Cook
    Executive Member Support
    Integrated Member Services
    888-266-4043 ext. 24


  • August 15, 2017 1:26 PM: From Jenn Sykes-Cook to David Brown.
    Subject: Information on Case Update - 5154566

    Hello Mr. Brown,

    Thank you for your patience on this case. As I stated on my voice-mail [?] to you, we have not gotten a response from our business partners yet, however, I am optimistic that our office will be receiving one very soon.

    Once I have an update from the company that came out to you, we can come to a more informed resolution.

    Thank you again for your patience. If you need anything in the meantime, please let me know.

    We should hear something within the next 24/48 hours.

    Jenn


Considering that over two weeks passed between the email just above and the remainder of the emails, my guess is that Jenn Sykes-Cook was unable to get any answers from her colleagues as to why our dryer was never repaired way back in February. And that she then outright lied in the tortured sentenced below, shown in bold face, to rationalize Sears' deceitful and irresponsible behavior.

  • August 30, 2017:
    • 9:41 AM: From David Brown to Jenn Sykes-Cook.
      Subject: Information on Case Update - 5154566

      Jenn,

      You sent [the above August 15] email to me two weeks ago - and nothing since then.

      Yesterday I got a "rate our service" email from your company.

      How should I respond? ;-)

      Dave

      David Brown
      1805 Burlington Circle
      Sun City Center, FL 33573-5219


    • 9:42 AM: From Jenn Sykes-Cook to David Brown.
      Subject: Automatic reply: Information on Case Update - 5154566

      I am currently out of the office. If you need immediate assistance please call 888.478.0601 and one of my peers can assist you. Otherwise I will get back to you once I return to the office.

      Jenn
      Senior Case manager;
      Sears Executive Member Support
      Office Hours CENTRAL TIME 730am-4pm.


  • September 5, 2017:
    • 2:25 PM: From David Brown to Jenn Sykes-Cook.
      Subject: Re: Information on Case Update - 5154566

      Jenn,

      Are you back in the office yet?

      Dave

      David Brown
      1805 Burlington Circle
      Sun City Center, FL 33573-5219


    • 3:38 PM: From Jenn Sykes-Cook to David Brown.
      Subject: Re: Information on Case Update - 5154566

      Hello Mr. Brown,

      [And here comes the Jenn Sykes-Cook Bullshit!]

      In regards to the service that you say were at your home for the dryer back in February of 2017.

      There are many contributing factors that led to our decision based on the facts that we did have access to on your case.

      Since the amount of time that has passed, the damaged unit is no longer in the home to verify your claim, and since the replacement item you purchased was a non-Sears purchased item, your demand reimbursement of $880.00 is, unfortunately, denied.

      We do apologize for your repair experience, and if you need anything in the future, please feel free to reach out.

      Thank you again for your feedback.

      Jenn

      Jenn Sykes-Cook
      Executive Member Support
      Integrated Member Services
      888-266-4043 ext. 24


    The net result?

    We are out a dryer because the Sears repairman who came out to fix it broke it even more. He promised to return with the appropriate parts to complete the repairs. He NEVER returned! His "boss" promised to bring the appropriate parts and complete the repairs. He also NEVER showed-up! Because Sears would not complete the repairs, we had to go out and purchase a dryer for $833 - or else we would have had to use a laundromat for the rest of our lives!

    And we are out the money for all those years of purchasing a Sears Master Protection Agreement under the false impression that Sears would repair the dryer as needed, when in fact the Agreement wasn't worth the paper it was written on!

    If you are thinking about buying a Sears product, don't do it! And don't buy a Sears Protection Agreement to go with any of their products. Sears has a fundamental problem when it comes to honoring their Protection Agreements!

    Sears is teetering on the verge of bankruptcy. Based on my own experience that Sears is the most dishonest company that I have ever dealt with, I can't help but feel that their troubles have been exacerbated by the incompetence of their own employees, like Jenn Sykes-Cook.

    rainbow


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