Why I Hate Sears

Sears. I hate you. Wanna know why? READ YOUR CUSTOMER NOTES!

1. You've made us trouble-shoot over the phone several times, redundantly.
2. You advised us that the problem MUST be our ducts and as such you could make no further recommendations because that isn't the actual dryer. You said hire a duct cleaner. We get the ducts cleaned. Still broken.
3. You tell us you can't come in the week before we move so we'll have to call back.
4. We move and call back. You can't see us for a week.
5. You come out and say that the heater is broken. NO, REALLY?! I told you over the phone countless times that it turns on but doesn't heat up. Geez, that was a difficult diagnosis. Don't hurt yourselves wielding all that brain power at once.
6. Parts need to be ordered. AFTER they arrive you may call back and set up an appointment, but it's going to be about a week after that.
7. One. Nice. Thing. Happens. The actual guy (hi, Bruce!) who is working on our machine (note: we like him, just not Sears) goes ahead and makes an appointment for the day after he believes our parts will arrive so we don't have to wait that additional week.
8. Guy comes back out and installs parts. Says it's working fine. He leaves.
9. DRYER IS STILL BROKEN. 2 1/2 hours of drying, and the clothes are so wet that water actually splashes out when I open the dryer door!
10. We call Sears. They said they'd have our guy call us back right after the job he's currently doing. (12:26pm)
11. I get home from shooting (6:00pm). Sears hasn't called or come by.
12. We call Sears. We get transferred over and over and are re-asked our story. These are lateral moves, mind you, not escalations up to management.
13. They can't find the dispatcher, he's off duty for the day.
14. Ok, send someone out tomorrow first thing, right? NO. They can't even guarantee to get him here within the next couple days because someone has re-opened our ticket. And you can't open a new service ticket if the old one is still open so by the time the old one closes tonight at midnight in the system, everyone will be gone. Tomorrow morning they will see it, but it will probably be too late to schedule anything anytime soon. We have been transferred again.
15. I tell the bored sounding lady who answers the phone about our plight, and she reiterates the way the system works as if that will make me feel better. It doesn't matter how it works or what red-tape you need to get through, SEND ME SOMEONE!
16. She says she can't do anything for me and gets upset. I hand her to my husband. She promptly HANGS UP ON HIM. And mind you he is being entirely civil because he works in customer service. She even had the nerve to tell me earlier in the conversation that her Customer Solutions group IS the management and it doesn't get higher than that. So we HAVE to deal with her. BLEH.
17. We call back after she hangs up on us. They tell us there's no way to track who rude lady is. So we promptly ask her an employee identification number on the guy currently talking to us. After giving it to us he is sure to be very nice, doesn't hang up, but still can't do anything for us.
18. We still have on dryer. We have no prospects. WE HATE SEARS.

P.S. I suppose I should be mad at Kenmore for making this bunk dryer that was so expensive, but come on, Sears. Don't offer a one-year warranty with your "fabulous" Blue Crew if you're not going to get me service!