Sears Appliance Repair

The technicians are wonderful. Kind helpful people. It is the company's values and morals that are in question. If you call the number they tell you to call for help or warranty or service, you get the runaround. The customer service people are all over the world either at home or somewhere because there never seems to be a supervisor or manager or boss around to talk to. If you push hard enough, they tell you a supervisor will call within 2hours or 3 days; and you guessed it, a supervisor has never called us back. Our fridge has been broken since late May of 2021. It is now late August of 2021 and it is still uncertain whether it will be fixed. I am going to see a mall Santa before I get to see my fridge fixed at this rate. Wrong parts were ordered, appointments were randomly cancelled by the company and we were not called or made aware. I know that the pandemic has drastically affected the arrival time of parts and equipment. We have had parts for 2 months now, and we just find out they are wrong. We will now have to wait longer for those parts to arrive. And to make matters worse the company for 3 weeks was having technical issues with its computer services. Nothing was done on the part of the company to ensure the customers' happiness. Every customer service representative was merely given a tepid script on which to repeat over and over again. The company or the CEO or whomever never had the decency to send out a formal apology to any customers. Nothing was given to the customers other than apologies made by the people who are probably being paid very poorly to get screamed at by frustrated customers. Whoever is a higher up or a manager I hope you know that the representatives probably need therapy due to your lack of foresight. No one, especially the customers, was compensated during the 3 weeks of computer problems. I am simply voicing the issues and problems my family has been having. As most will know when living in Arizona, the heat during the summer months can be excruciating. I will never use this service. My parents were unfortunate enough to be sucked into the promises that this company has been giving out. I implore the company and management to do better for the customers who have not been affected or the incoming customers who do not know the issues this company has. Large name brand companies are not always the way to go. Do your research and consider the fact that some people are not just venting but are trying to show the other side of "great customer reviews."

We have always good repair people from Sears Appliance Repair on the few items needing repair over 2 decades. Some of the work I get fascinated by dishwasher door opening mechanism is pretty neat and some I get mad ice makers. Our service calls have been within the extended plan on the item. I wouldn't get one for the range or microwave, but moving parts appliances, yep. The dishwasher is an easy decision. Price out a replacement rack and it won't come close to its coverage. The fridge shouldn't need one but I can't stand ice makers breaking down, freezing up or just not making ice fast enough. That's an issue here in Arizona. They keep us informed regarding arrival time which is pretty accurate. Good job with nice people.

technician was polite and efficient. said he was not trained as yet to do any repairs which was okay as he was just doing an annual checkup on refrigerator and washing machine. I gave this a three because I had difficulty hearing the operator who took my order. I kept having to ask are you there and then she would say I am still checking the schedule. Ended up first available was a couple of weeks out. Sears needs to have a clearer, more efficient, and friendly people doing the scheduling. It was irritating for both of us not to be able to hear clearly. It was bad.

Took Sears 33 days to fix my refrigerator. So yes I was without for the entire time and finally when I was trying to get a replacement the lady said I could get a compact fridge. Great news three weeks into the repairs. Marc and Brian are finally the ones getting all the applause for doing what is right for the customer. They introduces themselves at the door. Wonderful because the last two technicians didn't even tell me their name. They stayed late - very late - 6:45 pm. Treated me with respect and apologized for the all the others that did not fix my fridge. More than three hours of service and by morning the temperature was 38 degrees. I am so happy this is finally the end to eating out and buying food to prepare daily for my family. I am still frustrated with the whole $300 Master service plan. I will look elsewhere for my double oven.