Sears Repair Service is Slow
Complaint
Vivian Hack
Country: United States
I have a service contract with Sears for my refrigerator. The first week of may it stopped working so I called Sears and asked for an appointment.
They came only 4 days later. I had to get rid of half of my produce, meat and dairy products because they went bad, and make other arrangements like eating out with my family during those days.
I was happy when the refrigerator was fixed and I just let it go thinking that this slow service is just an unfortunate exception.
Two weeks later it happened again. I called Sears and the guys came now 5 days later! I complained to the Sears but all they said was that they are sorry. I am very unhappy with the service they provided me and it was the last time I am paying for repair service to them.
They came only 4 days later. I had to get rid of half of my produce, meat and dairy products because they went bad, and make other arrangements like eating out with my family during those days.
I was happy when the refrigerator was fixed and I just let it go thinking that this slow service is just an unfortunate exception.
Two weeks later it happened again. I called Sears and the guys came now 5 days later! I complained to the Sears but all they said was that they are sorry. I am very unhappy with the service they provided me and it was the last time I am paying for repair service to them.
Comments
always bought Sears appliances. We had the usual maintenance service over the years and we have paid for Sears extended service ( on and off) for several years. We also have other Sears appliances (washer & dryer etc.). We have been very happy with the Whirlpool refrigerator and we still use it and is in very good condition.
Almost 10 months ago, the handle for the bottom right drawer (crisper pan) broke and we requested Sears to replace it in order for us to use the set drawer for fruits and vegetables as we are not able to make usage of that drawer. Today, I have accumulated several pages of transactions with Sears Home Central to no avail. We have had the longest run around one could possibly imagine. We have had several technicians come out to write out the same order several times. We have dealt with many service reps at Sears Home Center and they have always told us that the problem would and should be fixed and if the replacement would not be available the policy requires them to replace it with a new refrigerator. After many months, my wife handed this file over to me. Once again, I began my request from the bottom and all the way to the executive line (as they told me).
Finally, they had acknowledged that the replacement was no longer available and forwarded me to another division. After many hours of waiting on the tel. I have spoken with Ms. Chris and Ms. Marilyn...again to no avail. Last I spoke with Ms. Marilyn advised me that the part was no longer available and that Sears was not interested in replacing the refrigerator which totally contradicts my extended service with them.
prepare to wait for service .
I received a call at a few minutes before 2 (the appointment was between 10-2) from a Richard, who refused to give me his last name. He asked me if I was aware of the service charge, which he informed me was now $105. I explained to him about my notation and he told me "that's not how it works. You have to pay again. Why didn't have the repair done when we were out the first time?" This man was extremely rude and talked to me like I was a 5 year old. I couldn't believe it. I told him I didn't want him at my home and that I would call customer service. I called and talked to someone that clearly didn't have a great grasp on the English language, although she was the least rude of all the Americans from Sears I talked to. She offered us $50 off of the visit. I explained to her, as I had explained to Richard with no last name, that the issue was the same and we had paid a diagnostic fee already, and we would not be using Sears for the repair. I called the Sears Holding customer service number, and the "lady" ( I use that term loosely) I spoke with told me to ask for someone who spoke English and immediately sent me back to the main customer service number while I was still talking! I did some research and called the number for Mr. Lampert's office. I asked to speak to Mr. Lampert and was asked who I was. When I said a customer who has been dealing with awful customer service, she rudely informed me she had no access to Mr. Lampert's office. Strange she had to find out who I was before she realized she had no access. When I brought this up, she YELLED at me, said she knew what she was talking about and told me not to call her a liar (which I didn't)...I was then transferred to a random voicemail.
I am going right on social media and review websites to share my experience, in hopes that Sears will take notice, perhaps by a drop in business, and mandate better treatment of their customers.