Sears

The service appointment itself went well. The technician was helpful and did his best like the 2 others before him. He tried to fix the machine with the part that was sent by Sears but could not fix it. This was the 3rd time someone had come and couldn't fix the range. And by the way there were 2 other times appointments were made and no one showed or called. So now I have a stove that does not work and the warranty people gave me the whole run around. I spent about 2 hours trying to figure out what was going to be done. What happened was service staff said stove cannot be fixed and had to be replaced, case was closed. Warranty staff said I need to have service people come and fix the stove and meanwhile I'm the one that's suffering. I finally got a customer service person who took time and explained what was going on, made an appointment which they canceled right away and she talked to another nice lady from warranty who then said she was going to process the replacement. She said I'll receive an email confirming replacement processing in 3 days but it's been 5 days now and I'm still waiting. Hope someone will do something about my situation soon. Holidays are coming....

The service was terrible, from beginning to end. The first washing machine repairman made a $200 repair. After one successful load of laundry, the original problem returned. After a month - a month - during which Sears/A&E made appointments, then would cancel them with no notice, a second repairman made a new diagnosis and assured us that under the guarantee the second repair would be covered by what we had already paid. When someone actually came back, it was the first repairman again. Can you see it coming? He said the guarantee was only up to the previous amount paid, and a second repair might cost an additional $300. We declined at that point, but Sears/A&E insisted we owed them $68 for the original service call, as if we had declined the repair on the first day. Why did we owe for the service call when we agreed to the repair, it was guaranteed, and the problem was never repaired? Our experience was so bad we were willing to be ripped off by $68 to get these companies out of our lives. I will never do business with Sears again. The review won't let me publish with less than one star, but my rating would be minus 68 stars since that was the amount of my monetary loss just for calling Sears, not including the month with no washing machine.

When an actual repairman came to my house, the service was good. But the phone experience was very frustrating. The person on the phone took me through about half an hour of diagnostics, and then agreed that a person needed to be sent to my house. She did NOT tell me that she had decided that the problem was a computer board. The repair man made an appointment, and I waited at home for him to show up. Two hours into the window, I called to find out the ETA, and they said, "Oh, we cancelled it yesterday because the part has not arrived yet." When the part finally arrived and the repair main came out to my house, he looked at the dishwasher and said, "It's not the computer board, your pump is broken." Another wait for the part to be ordered. When he came back to install the new pump, we discovered that Sears had the wrong model number in their system, and consequently it was the wrong pump. Another part ordered, another wait. If Sears has simply sent out the repair man in the first place, we all could have saved a lot of time and trouble.

Tech was friendly and on time. However, he did NOT fix the problem. He "cleaned" the refrigerator hoses for $50.00 and the fee to show up was $109 - but, he did NOT make sure the refrigerator was working. I called Sears 4 hours after the service because the temperature was RISING! Then couldn't send another tech out for ONE WEEK!! Absolutely ridiculous!!! Do NOT use this company for service repairs unless you want to wait a month to fix your appliance.

After a 2 week wait my repairman came and could not get the water filter ejected from the refrigerator. He said I would need to get an appointment with a refrigeration repairman since he was only a repairman. That would be another 2 weeks. Seriously!!!! I then decided to take the bottom grid off and try again myself. It popped out and I changed it and cancelled the appointment. Maybe I should be working for Sears Maintenance repair since the first gentleman was worthless.

Second service tech, Chad, was excellent, knowledgeable, and helpful. First service tech, Steve, was friendly but did not complete his assessment before creating the part order and setting up the follow-up appointment, which meant I had to spend a lot of time on the phone ensuring that the other part needed would be brought by the second technician and the first part ordered ended up being unnecessary anyway. They ultimately discounted the service and our washer was fixed and running great after the second service visit, but it took a lot of hassle and extra energy on my part to ensure that it happened.

I am happy! The appointment was made for the next day. I happened to be home. The service person called with a 1/2 hour warning, so that I could watch for him. He came to the back door as requested, petted my dog and was very friendly and serviced my dishwasher quickly. He showed me the two items caught in the filter a grape stem and a piece of glass. All done, goodbye. well worth the extended warranty.

If I could rate 0 I would. PROSPECTIVE CUSTOMERS RUN AWAY AND DON'T LOOK BACK. I had an appointment window from 8-12. At 1215 I called to see what was going on and when the service person would arrive. The man at the call center was rather rude. He told me he could give me no information because he had no access to it. When I insisted that he speak to dispatch or whomever did have the information he hung up on me. SO round 2 I called back and somebody at the call center actually reached out to dispatch. This time they told me my appointment was next in line and the repair tech would call me with an update as soon as he was available. Fast forward to 4 PM and I've had to call in a third time only to be told that I am not next on the list as I had been told earlier and that I am in fact last on the list of appointments. I asked if they could tell me if the repair person would even be out today and they cannot even tell me that much. I've missed an entire day of work over this and still have no answers. I have never had a more aggravating/frustrating/disappointing experience.