Sears Appliance Repair

Signed service contract 3/9/18 three months and 5 technicians later they have replaced just about everything but the stainless steel on the doors and they still can't figure out what is wrong or how to get all the new parts to work together... I called today 6/5/18 and got my money back $366.68 the refrigerator is only 5 years old!! It's no wander Sears is bankrupt!!
1 7 years ago (05-06-2018)

First- Sears is an absolute mess as far as their customer service and products are concerned. I bought a Bosch dishwasher in Dec 2016. It has worked approximately 6 months. I’ve had technicians out 6-7 times trying to fix this thing. Thank goodness we have the extended plan!! It was going to require a couple more visits or parts in order to classify it as a lemon!! I just couldn’t call customer service anymore because I can’t stand having to talk to people in other countries with thick accents reading from a script!! Several of those calls was enough- I almost didn’t care if the dishwasher got fixed or not. BUT—- the good news and why I had to chose 4 stars are the technicians. EVERYONE of them were knowledgeable, respectful, as frustrated as I was and always on time. I can’t say enough good about all of them. My last two service calls- and hopefully my last- were with Guy- FABULOUS! He certainly knew what he was doing and went over and beyond to make sure the time between visits was quicker than what the bunch from customer service could do. I certainly understand why Sears is doing so poorly- too bad because fixing customer service would help quite a bit and would go along ways in retaining what customers they have left.
4 7 years ago (17-02-2018)

Don't buy a master protection agreement. The subcontractor tech Sears sent to repair our microwave didn't show up or call to say he wouldn't show up. The second subcontractor tech Sears sent out couldn't figure out what was wrong. By their own admission, "He was not qualified to work on your appliance." They will not replace our microwave now until an official Sears tech comes who will take a second look. When I called Sears Holdings they stated it takes 4 repairs in a year before they actually replace an appliance covered by this plan. They don't count either of the two days we have already stayed home. I will never purchase another appliance from Sears again. They don't stand behind their products or their repair personnel. Update: Less than 24 hours before the THIRD appointment, Sears sent an email cancelling the appointment and rescheduled it to a day the following week without even consulting us. Reason: "You said you want a Sears tech, not a contractor." Incorrect. Their unqualified subcontractor couldn't diagnose the problem so SEARS (not us) requires their "Sears tech" to come out. Our fourth appointment is now 8 days shy of being 2 months from our initial call. They rescheduled, then canceled, then rescheduled three times before finally sending someone qualified who fixed it in ten minutes. Bottom line: If you can afford four days at home and two months of waiting, then buy a Sears appliance and master protection agreement. Otherwise, purchase your appliances elsewhere.
1 7 years ago (15-04-2018)

I am very angry with Sears. We have been without a refrigerator for over a month. First appointment, the technician couldn't even say "hello" before entering our home. He also had no idea what is under warranty on a 2.5 year old Kenmore Elite refrigerator, luckily I read the manual and could tell him our repair (compressor) was indeed covered. We were then asked if we wanted him to put our refrigerator (that was in the middle of our kitchen against the island) back together. Considering the next available appointment was not for three weeks and there are parts everywhere, yes please put it back together before you leave.... Now three weeks later, I waited at home all day after they confirmed our appointment yesterday. 4pm, no technician and four customer service calls later they say we never called to tell them the parts were in so they cancelled our route. We have no calls, emails, or voicemails saying this was OUR responsibility and how was this not addressed yesterday when they confirmed! The best they can do is say "we can get someone out there June 13th". Luckily, we have made a mini-fridge work temporarily but this is absolutely ridiculous! I will never buy from Sears again.
1 7 years ago (25-05-2018)

The repair man himself was wonderful. Knew his stuff and performed the repair well. He is the only reason this is not one star. The HORRIBLE part was Sears' scheduling. Both their computerized and human components were terrible. Times were scheduled, then ignored, then postponed. Took over a month to fix the range, from my first call. FOUR appointment changes--all by them. Absolutely unacceptable.
3 7 years ago (04-03-2018)