Sears Appliance Repair

Service technicians are very nice. Other than that I have nothing nice to say. This is the fourth visit since March 3rd visit since the end of June in order to fix an ice maker. This last appointment was guaranteed between 8 and noon, at 11:30 the technician called and said he would be here before 5 I said not so and he did in fact reschedule his appointment to get to us about 1:45. After the technician replaced the ice maker he advised us that there was a kink or crimp in the copper water line and that we should get a plumber and have them replace it. The only problem with that theory is that Sears definitions are the only people that have ever moved that refrigerator since it was put in. Therefore they are responsible for getting the crimp in the line and they should be responsible for repairing it. It is now six weeks I do not have an ice maker and now I'm supposed to pay a plumber to come and fix something they lose their issue. Not done yet extremely unhappy with the service.
1 7 years ago (07-08-2017)

We have a protection agreement that we paid upfront, It took more than two months to get our grill fixed. The parts were not sent on time for the 1st appointment after the appraisal visit, we had an event on the weekend, the technician was supposed to be here on Friday afternoon, by Thursday we started receiving calls from Sears to reschedule the appointment for weeks later, they didn't want to give us time to receive the parts on Friday, which was the ETA. I came to find out that the parts were only shipped on Wednesday from a different State. We asked Sears to please contact UPS to expedite the delivery method. The customer service for the repair department is worse than horrible, we talk with people from other overseas, that know nothing and are not able to find a solution aside from rescheduling appointments. Making a long story shorter, after several phone calls and hours lost on the phone between Thursday afternoon and Friday, Sears rescheduled our appointment for almost 3 weeks later and we had to borrow a grill for the weekend. This was in June. Weeks later a technician came, hours after trying to fix the grill he told us that more parts would be needed, so another two weeks or more to give time for the parts to arrive and another appointment. In total it took 4 or 5 visits from technicians to finally get our grill fixed by the end of July and even though for the last and final appointment we had to get upset again, they rescheduled our appointed that was supposed to be in the afternoon to another 2 weeks later because it could rain in the afternoon. Luckily the technician had called us that morning from his own phone, we were able to call him back directly, he showed up after the time expected, but he came and finally fixed the grill. The experience was very very bad, I wish I could give a minus five star to the whole service. When we pay for a protection plan upfront, Sears take our money in advance therefore we expected to have a decent service. Sears lost a customer
1 7 years ago (08-08-2017)

Every service person that has come to our home has been polite, friendly and neat. They do their best. Having said that, the system that they are obligated to follow is a total failure. It can take over a week for Sears to schedule a visit to our home to see what is needed. Then they order the parts which usually arrive by the following week. Then the service person returns a few days after the parts. Sometimes that does not resolve the problem. Then they order more parts and the system starts again. The parts arrive the following week, the service man a few days later. Speaking with a Sears person on the phone to try and obtain a faster return visit results in a waste of time. Everyone of the people on the phone is professional and reasonably friendly with the exception of the supervisor who I requested to speak with out of frustration. She needs training in customer service. At all times I am calm and respectful to the people on the phone who are only trying to help, but have to follow the rules of the system. It one thing when the dishwasher doesn't work, but it is a serious problem when the refrig. wont keep the food cold and safe. In spite of telling the Sears supervisor and the others that I had thousands of dollars of medicine for a family member that had to be kept cold, it made no difference to her. She refused to allow me to speak to someone who could override the system and arrange for faster service . It's not the people, it is the system which is outdated and absolutely not customer friendly. I have entire kitchen purchased from Sears. Unless they change their repair system I will never again buy from Sears. The employees are fine, its the people who are in management that are out of touch. I wouldn't have even given one star, except that it would not allow this post without clicking on a star Finally, after 7 visits to our home , slowly stretching out for 3 months, the refrigerator has finally been fixed. ARE YOU KIDDING ME!!! Service & phone representatives are all police, but are handicapped by the Sears system. It's a corporate management failure for this system. Still no response to my posts. They ask that you respond, but when you do respond, they ignore the post.
1 7 years ago (25-08-2017)

My double oven has been repaired repeatedly for the same issues. I believe the repair agreement serves to make money for the contractors and service repairmen (at least $400 each time). After my 4th time having same issues repaired (sept 22), the ovens continue to NOT work. Now I cannot even get in touch with an actual person at Sears. Now I am starting t understand why one of our country's "used to be great" company is failing. Maybe Sears will actually reach out to me after they read this, but for some reason - quite certain they won't.
1 7 years ago (08-10-2017)

Other than sears taking so long for parts to get to the repair. I was happy with the service! Still waiting on parts for my washer :(((. Since mid August. Not so happy
3 7 years ago (26-09-2017)