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  • This issue and repair order began last week, 12/21. As no repair person appeared until 12/24, my wife and I we forced to go to a hotel for the holiday weekend, at the price of approx. $500.00. The failed, Kenmore 12-year water-heater was purchased 1-year ago. We were without hot-water for an entire week which ruined our Christmas Holidays, all of us, (our planned visitors), were forced into hotels. Each and every time we spoke with Sears the staff was uninformed, did not know the 'Master Plan Warranty' was a delivery and installation NO CHARGE Warranty, the Service Technician was unable to place the Replacement order until 12/27, and phone agents were rude, showed no sympathy or empathy for our plight, would hang-up on us, (multiple times), transfer us to multiple different departments, where Supervisors and Managers were either unable to, or refused to, supersede Sears Policy to expedite matters. We have been Sears clients for over 20-years, have multiple expensive appliances from Sears in our home. We will now File Complaints with the BBB, Yelp, close our account and speak to our attorney in an effort to pursue all remedies available under the law.
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