Three days ago the refrigerator, a four-year-old Kenmore costing some $1100 dollars, failed. I called Sears Repair Center, told them it had failed, that my mother, an old woman in poor health, kept medicine in there.
Three days later, today, they’re supposed to show up when? Oh, yeah, between 8 and 5. Think you could pin that down some? Nope.
So, three days without refrigeration, almost noon, woman in poor health, still waiting for Sears Repair Center, to show up or call or send a carrier pigeon.
Bet your sweet ass no more money flows from this house to Sears for any piece of equipment over fifty bucks.
Sears Repair Center: Worst Service In The World!
Yowsah!
Update:
The guy came, nice fellow, found the problem right away, dead compressor, but he had to order a part, that’ll take a week to get here, and then we have to schedule another appointment. So that’s gonna be about two weeks without a fridge. I still think that as service goes, that pretty much sucks.
Yeah, Sears has sucked in my experience too. But, the sad thing is, service sucks just about everywhere these days. Oh for the 1950’s!!
A near new Kenmore refrig, just acquired by us. Bought the warranty, and the copressor failed. Sears Serviceman came on July 3, diagnosed the compressor failure, and ordered the part. It arrived within 5 days. He promised to return July 9, as we waited, from 1 to 5 pm. when I checked, I was told that the previous job th tech was on took longer than expected. So? That’s not my problem, I said to the phone rep. He apologized then said it wouldn’t be till Friday the 13th of July that he could schedule us in! Why? Because they were booked up.
I called only to sit through 12 to 15 minutes of idiotic “commercials” for Sears service, credit cards, etc.
No promise of quicker return for the tech… nothing but apologies!
Unacceptable, unprofessional and unresponsive Sears Service Center!
I was simply amazed at just how bad it’s gotten with Sears. I co-own a business that also has a service component and we could never survive with an attitude like the one currently at Sears. In the last few months I’ve had two service issues with units purchased from the local Sears store and both issues had the same resolution…”You buy, you keepie.” The latest issue is still ongoing and involves our washing machine. We scheduled a service call two weeks ago for the machine because the agitator was slipping badly. The service technician was scheduled to arrive between 8 AM and 5 PM, so we had to remain available the entire day. At about 4:30 PM we get a call from the service department informing us that the technician’s previous service call was taking longer than expected and they would have to reschedule our appointment. The next available date was 10 days later. When we asked why, the representative said that was the next “open” date and that everyone else that was scheduled after our missed appointment was now ahead of us. When the service tech arrived 10 days later, the only person home was my wife. This technician (per my wife’s observation) apparently opened the agitator top and somehow broke the bolt off that secures the agitator to the shaft. My wife did not know this had happened, and neither did I until later. The technician then told my wife she needed new dog agitators and gave her two options. He said he could replace them at an ungodly fee, or she could order the parts and replace them herself. My wife then called me at the office and told me about the options. After hearing the price quote for the technician to install the parts, I wisely chose to do it myself. I ordered the parts the next day. When the parts arrived I began my quest to fix the unit. When I opened the top of the agitator and removed the sealing cap I was viewing the internal workings of the agitator for the first time ever. I spent at least 45 minutes trying to figure out how to remove the agitator without any success. I had no idea at that time the bolt that secured the assembly had been broken off down below the surface of the removable sections. There was nothing remaining in the cavity that would have revealed this. Apparently the broken pieces had been removed by the technician. Completely baffled, I took a picture of the opened assembly, printed it, and took it to the local Sears Repair Center to get some clarification of just what was going on. The clerks at the center opened a manual with photos showing pictured steps on installing the dog agits. Everyone there noticed the picture I took did not show the bolt head that should have been there and is necessary to facilitate removal of the assembly. One fella said “Someone must have broken the bolt off.” I returned home and immediately called the Sears Repair Center to schedule service to fix this problem. The representative said there would be no charge for this return visit. The technician that arrived for this appointment was a different one and immediately noticed that the bolt had been broken off. He asked my wife for the previous write-up she received from the original technician. She explained she never got one. In fact, the original technician never even gave her an invoice or a receipt for the service charge, even though he insisted she write him a check for $60 to cover the visit. The new technician then asked her how the previous one looked. When she told him, he immediately knew who it was and even called him by name. He said “Yeah, that’s the way Keith works. He never fills out any paperwork.” He then called his supervisor to get instructions on just what to do next. After the call the technician told us there was nothing he could do at this time and that the Sears Customer Relations department would be calling us to address this problem. Needless to say, I didn’t get a call from the Customer Relations department and, after a day or so, called the department myself to see what had happen. Of course no one knew anything about it and, after I went through the whole scenario with the representative, they again promised that they would get back with me. Eventually some guy named Todd called me at 5:03 PM on Friday and left a message on my home phone to call him. I tried the number he left and it just rang and rang and rang. I tried it again on Monday during working hours and it just rang and rang and rang. On Tuesday I tried it again and let it ring for at least 25 times before I finally gave up. On Wednesday I called again and some lady finally answered. I asked for Todd and she said she could not see him from her desk but would try to get him. She put me on hold. I must have been on hold for 15 minutes before I had to hang up.
I could go on and on with this, but you get the picture. At present the machine is still not fixed and these people from Sears Service have “not so politely” informed me that they are not going to fix it because they can’t verify if their technician actually broke the bolt. I supposed they asked him and you can guess what he said. We have obviously decided as a family that we will NEVER purchase anything from Sears ever again. And it doesn’t do any good to write letters to Sears National Customer Relations in Hoffman Estates, IL. They’re just as bad! It’s hard to get them to acknowledge that they ever received your letters. It’s all a cynical, heartbreaking game they’re playing with the previously loyal customers that put them where they are today. My prediction is that they are slowly becoming a footnote in the annals of department store history. They can’t last much longer like this.
Please stop the customer abuse. I have never been treated so poorly. I called into the center and they thank me for being a premiere customer but do not treat me as such.
I purchased my tiller from Sears almost 20 years ago. It has always been on a Sear Maintenance plan. We have always been extremely happy with the tiller and the service we have received from Sears until now.
In May I was using my tiller in the yard and it was working. It was not staying in neutral which made it difficult for me to use. I called to have a tech come out. He came out and ordered some parts. The parts were delivered but a tech never came to install them. I called back in and a tech came out. When he came out, the pull cord pulled out and stayed out so his order a new pull cord. Then the pull cord came but it was the wrong one. So he ordered another one. It came but he installed it but said the ball barings were falling out so he orders yet another part.
My first call was May 11, it is now August 8, THREE months and I still cannot use my machine. This tiller is only used in the summer. The summer is over! My weeds are knee high. We have cement work that needs to be done in our yard the first of September but we need our tiller to do the work!!!!!!!!!!!!!
I can understand it is a maintenance agreement but how long and how many times does it take to get it done? My next appointment is August 20 and as per the tech he is not sure this part will even work.
When the tech left on Tuesday he said, I cannot get it to work,, I am ordering this part and if it does not work then I will order this part. It is at least 10 days out for any repair tech to come to my site. We will then be in September.
I have paid for a plan to repair this tiller. I expect it to be repaired in a timely manner so I can use it.
Worse is trying to talk to anyone at Sears to assist me.
I called in on Tuesday and no one could help me till they read the tech notes and told me to call back. Someone from the service center was to call me back that day—never happened
I called in today, here is what happened:
called in Gentleman wanted to transfer me– disconnected
called in spoke with Lady– she transferred me to slc service center and the service center told her and me she could not help — talk to lemon line
called in spoke with gentleman, he said I had to transfer me and to ask for Unit 8048
spoke with Natasha and she transferred me to Mary– mary took notes and someone was to call me back
Mary put in the notes that I wanted it replaced.
What I want to a tiller that works—that means fix mine or give me another one NOW
Yesterday I also log on to the net and opened two tickets and received a reply. They say I have an appointment on the 20th and that is the best they can do.
Every time I talk to someone I get a different answer. I was told I was under the lemon clause but the next person tells me I am not. Then they say it was tagged as “ customer abuse”—what the heck is that? There are no supervisors to talk to, there is no place to go except whomever answers the call and even they refuse to help but try to transfer you to ANYONE else. It is just pass the buck
I called today and asked about the history on my account so I could file with the BBB. Kathy said she has no record of what is going on with the tiller. She said I need to talk to customer relations and transferred me. 801 493 7470
I called in to sears as per the e-mail but she had no info and said a tech would be out on the 20th
May 18 appt – tech needs pins- customer to install part
June 22 appt – part failure replaced
July 7 appt – unable to contact customer cancelled
July 18 appt part failure needs starter
July 27 appt part failure needs blower housing
August 7- appt customer abuse needs starter clutch– Now it is my fault the tiller is not working??? How can I abuse a part when it has not worked for months?
There might be a solution… Or at least a way to get Sears (and others) to pay attention.
1) Fill out the complaints with your local BBB (Better Business Bureau)
2) If you are really annoyed, go to your Small Claims Court and Sue them… Charge for hours waiting and calling, time used going to court, and court costs.
If a fair percentage of annoyed customers did this they’d be in trouble. You might even get some cash… (don’t count on that.)
I bought a widescreen TV from Sears in January 2007. It went up in March and repairman came and fixed the problem (color). It went up again in July 2007, and the repairman came and said that I needed parts this time, to fix the same problem. The parts arrived four weeks later. When I called to ask for the man to come back out, they told me that it would be another four weeks before he could come. So I have had this TV for six months and for three of those, it has not worked. I called repair center several times and they told me that there was no one that I could complain to. Not happy. I checked with the store and got nowhere.
I purchased a $1400 Kenmore refrig 13 months ago. About 10 months after purchase the door started to make a clicking sound. We didn’t get around to calling Sears until the thirteenth month. The repair person came out and said it would be a minimal repair but that there was no code for it in his computer. The cost would be the minimum which was just short of 200. The repair took literally three minutes and involved tightening a screw in the washer at the bottom of the door hinge.
I purchased a $1400 Kenmore refrig 13 months ago. About 10 months after purchase the door started to make a clicking sound. We didn’t get around to calling Sears until the thirteenth month. The repair person came out and said it would be a minimal repair but that there was no code for it in his computer – only an expensive code for the hinge. The cost would be just short of 200. The repair took literally three minutes and involved tightening a screw in the washer at the bottom of the door hinge.
I accept responsibility for not calling sooner but 200 for tightening a screw seems obscene. An appropriate charge would have been 60 to send a man out and 1/2 hour labor. That would amount to 90.00 not 200.
I called sears and complained. They turned a deaf ear and would not budge. So my final thoughts about this is the same as yours – I will never purcahse a Sears item again in the future and I will tell everyone and anyone about this when the opportunity arises.
My washer broke, had to wait 7days for a repair(it’s covered. under contract) fixed, did 3 loads,broke again, called at 11pm still had to wait for a service rep. busy taking care of other customer.(how bad are the products that you have to wait so long for a rep.?) given a manager #631-435-1387….NO ONE ANSWERS! called back to 4-my home. told next available time…8days from today, not given an appointment, given a # to call…you guess it 631-435-1387.It’s been 4hrs. still no answer. And i can’t believe, while you wait, the recording thanks you for being a sears customer….like i’ll ever do that again…How’s Bernies service?
my washer broke.took 7days to get a repairman out. fixed,did 3 loads, broke again. called at 11pm still got a recording that reps. were busy taking care of other customers. how bad are these products? given a manager #631-435-1387. no answer, not even a recording. called back to 4-my-home. told that i can’t get someone out until next week fri. (8day wait). not given an appt. given a # to call……….you guess it 631-435-1387….still no answer. all this time i spend on hold and listen to a recording, thanking me for being a sears customer…like i’ll do that again! how’s bernies service?
All of these are so true as I am also a victim of Sears Repair Center myself……Swear to God…..We’re been going without a washer for 2 weeks now and they still don’t know when we get the parts….Called and filed a complaint to a Manager, Ray @ 800-469-4663, and all we got is “Sorry” and”Thank you for calling Sears”…..This is so pathetic……
I swear we would never step into a Sears store to buy any appliances or anything for that matter….even if it is the last store on the face of this earth.
These guys are unbelievable and they’ve been getting away with it for so long.
Such a shame!!!!!!!!
Well, I don’t feel so alone. Bought a Craftsman lawn mower in May through on-line Sears because I needed it delivered. (small car, small lady – can’t lift it in and out of vehicle). Used it 4 times – and the power propelled front wheels have locked up. After going through the same hassel on the phone with holding here, holding there, a snarly young man said the warrenty only applies for “in store repair” and I would have to bring it to the store. I explained I CAN”T bring it to them, he said it would cost a 96 dollar “trip charge” for repairman to come here and look at it. The repairman in this town lives 2 blocks from here. This mower has been a piece of trash since I got it – nothing like the other craftsman mowers I have owned over many years. Has a tiny air filter close to ground that has to be cleaned every 30 minutes of mowing – tiny gas tank – hard to start and now this. This is the last craftsman item or any item I will ever buy from Sears.
My Kenmore refrigerator just stopped working. I purchased it from Sears 2-3 years ago. Old refrigerators used to last from 20-50 years without any problems. Have we lost that technology? I think not! What I believe is happening is that the refrigerators are made to need repairs shortly after the warranty is up. I’ve been surfing the net and see a lot of complaints. Just think of all the people who don’t voice their complaints on-line? I would like a bright attorney to file a class action law suit on these companies. As consumers in the US we deserve to purchase quality products that last! I’m so tired of the junk we now get in the US. Anybody with me? Feel free to respond. Thanks, Mary
I retired from sears service after 35 years as a home service tech , the storys you tell are true , as a tech my HANDS were tied , we are NOT giving the time to do a job correctly , Training was another issue just do have to do half ass job . ALL mgrs wanted from the techs was for us to SELL YOU SOMETHING , water filter or Service plan , big screen clean kit . surge protocter ,ect , they could care less if we fix you applaince . I was under pressure to SELL SELL , the days of repairing are gone . Gone are the days of fixing . now its see how much money you can get from the customer , give it a high est close out the call and go onto the next one , Most Techs cared about the customer not any more , all they care about is numbers what did you sell today ? I was a hero if i sold you something in the company eyes, but if I had to order a part to FIX you appliane correctly I was called in on the carpet , for ordering parts , sears doesnot have techs anymore just salemen
My experience with Sears has not been a good one. When we purchased our home back in 2000, we bought all Kenmore appliances: washer, dishwasher, stove/oven and refrigerator. Our washing machine had to have the motor replaced 3x within two years. Sears refused to acknowledge that the machine was a lemon, so they continued to replace the motor. Today, we have a rusted out lid on the machine along with its 3rd motor. Our refrigerator has had the thermostate replaced and just this past July we had problems with the freezer/water line. The Sears repairman came out after our freezer finally defrosted along with all of our food, and he claimed nothing was wrong. Four months later in November, the same thing occurred. I have a build up of ice in my machine and then Sears had the audacity to call to change the appointment. I refuse to deal with Sears any more. I have since gotten a reliable appliance man to come and finish the job that their repairman could not do, as well as dealing with incompetant Customer Service Relations people that probably get paid minimum wage and quite frankly do not care what customers have to say. I deal with a lot of people moving to my area and I will be sure to give them my personal opinion on purchasing Kenmore products.
. Kim,
for starter, realize that most products are not U.S. made anymore. That’ll explain why nothing last anymore.
Sears fault is that they want our money and the’re warranty gimmick is to get they our money.
BUT!!!!, Kim, What Sears dont tell us and most of us dont know is that when they sell warranty on someone else product then they (sears) are the liable party.
Meaning, If you have a extended warranty with Sears on a product and Sears dont respond and repair in a reasonable time, they Sears is liable for all damages. That Warranty Agreement is legal and binding for both parties.
Have some other company make repairs and send Sears the bill.
If they dont re-imburse you, SUE FOR DAMAGES AND BREACH OF.
I dont buy from Sears anymore or any company that dont cover the product they sell.
Good Luck
I was on the internet looking to see if I could file a class action suit against Sears Service and I can across this site. It has been over a month now and my washer isn’t fixed yet. Sears cancelled on me 6 times!!!!! After spending over $400.00 at the laundry mat I decided to buy a new washer from Lowe’s. I still have the broken washer here at my house and guess what Sears still didn’t come out to fix it yet.
I read somewhere that if you have to have something repaired 2 times within a year you can have it replaced with a new one
I bought a Weider platinum xp800 resistance system exerciser it cost me $799.00 plus tax and I put it together but didn’t use it till about 3 months later well it worked for 25 days I called and they sent a man out to fix it and he said he didn’t know for sure what part was bad so he ordered both the parts that could have been bad , he came back with another man to replace the parts I was told the service call cost $1300.00 I just checked to make sure it worked and then it sit till DEC 15 07 and it quit again on the 22 It has a 10 year warranty but I didn’t get sears warranty so I guess I have to load it up and take it about 50 miles to a service center,,, at least it was still under warranty when it quit the first time I think it was within 90 days,, I noticed they don’t sell this exerciser anymore so they must have had to much trouble with it so they discontinued it,, I think when a manufacturer makes something that quits all the time they should have to recall it and give the money back to the purchaser
I won’t go into detail about my many problems with Sears products and “service” because I’ve laid them out explicitly on another blog (http://www.intentblog.com/archives/2006/03/what_happened_t.html). Suffice it to say that Sears is just a sad, sad commentary on our rapidly denigrating domestic sales and service industries. And to think, there was a time when the name Sears meant quality and service that was a model for the entire world. Now the name Sears is just what these previous bloggers indicate…a sad JOKE! I will NEVER purchase another item from Sears, even if it means I will have to suffer great inconveniences and incur extra expense.
I too had the Sears service center experience. My 4 month old washer broke. 5 days to for an appointment, wait all day, told they have to cancel, that they can’t come for ten more days. Thank god I bought a Whirlpool. I have contacted Whirlpool they gave me the number of a independent repair man he coming tomorrow and will fix it under warranty. This is another reason NOT to purchase an extended warranty.
I know this has been a while but the the person who asked about Bernies. We bought a tv from and could not get any of their authorized service people to come out to look at a 2 week old tv at all (we were not in their service area). We retuned it.
My repair service began in January 2008 and as of today it is still pending. I took it to the bbb. I can’t deal with sears anymore. I can’t wait for the day when their stocks hit rock bottom. I will sit back and smile when they get bought out by another company. They won’t get away with treating people this horrible for much longer. If enought people complain, action will be taken.
Do not buy fitness equipment from Sears either.
I bought a Weider Fitness Machine from Sears Boca Raton to use for physical therapy. After a couple times of month long
repairs, I am now throwing the machine away. They refuse to give me credit or refund. If I didn’t need it for physical
therapy I would not have bought it. Service consists missed appointments, surveys, and long delays for part orders.
It’s broken again and I will have to purchase another one. I’m out almost a thousand dollars.
Note – it still has 6 years on the warranty but I’m through with Sears!
Never Buy from Sears!
I have the same Sears Repair service problem. My frontload washer broke. It was leaking water, called Sears Repair service and they came out, looked at the washer and said it needs to replace the hose. He broke the clap so he replaced a new one…charged us $20. He continued to say if you want to do it yourself, you have to pay me $70 for just being here. We decided that since he’s there to just go ahead and fix the darn thing. We have been without the washer close to 1 a week already. After he replaced the hose, he tested out, noticed water flushed out like some part was missing and when he checked the front he noticed the water pump broke(a big punctured hole, we believed he punctured it himself). My brother said it was not there before but to get our washer fix, we just let him order the part. He said it will not be ready for 9 days. So appt is between 1-5. Tech called my cell to see if anyone’s home. I had my family member stay home the entire day to wait. he called again at 4pm and i missed him by 2 mins, I called the tech back at 4:02pm, he turned his cell phone off. I called the Service Center, the rep said he will page the tech. No one showed up. I called again and the rep said she nothing available tomorrow but will try to get tech anyways. Friday came I called since no one showed up, the rep said oh it’s for August 13 next week. At this point I already spent $390 and my washer is still broken, I want my money back, ask to speak to supervisor, the chick had me on hold for 30mins and NO SUPERVISOR. so I used another phone to call and the other rep put me on hold for another 15mins until I gave up. I swear I will never put my foot inside sears again.
Misery loves company. My tale about Sears repair service is simple compared to some of these stories–but similar!–nobody comes to repair the dryer, nobody will tell me what’s up, I am deliberately disconnected–finally just told to reschedule. I will now only deal with small local repair businesses.
I didn’t think my experience in trying to buy four new tires from my care could have been worse but it only got worse.
On July 29, 2008 I purchased four tires for my Isuzu Trooper. I was told that the tires would be in within 2-5 days. I called Sears within two days and was told the tires had not come in. I called Sears within four days and was told that “someone” dropped the ball and the tires had not been ordered. I called again, on Tuesday the 5th, as I was going on vacation the following day and was told the tires had not arrived. He said that the tires were coming from Dayton, Ohio and that they would be in the NEXT DAY. Since I was going to Dayton the Dayton airport to travel, I said I could just go to the Dayton store and pick them up. I was told that was not an option as the Dayton store had ALREADY shipped the tires. I told the gentleman that I was talking to that I was going on vacation and would not be back unit the 12th of August. On the 13th I called, was told that someone would check into it and call me back. When nobody called me back, after several hours, I called again and was once again told that they would check into my order and call me back. No one called back so on today’s date, I called again. I was put on hold the Sears representative never came back to the line and it automatically disconnected after a period of time. I then called customer service and had them contact the Florence Store to see what the problem was. The customer service representative and I were told that the tires were not in! When I told the representative that I wanted to cancel the order, to add insult to injury I was told that I would have to drive to Florence, Kentucky and waste my time to cancel the order.
I then called the Sears Credit Card to see if the order could be cancelled without me having to go back to the sears store. The credit card company said that I should call 1-800-549-4505 as Sears should be able to cancel the order without me having to drive back out to the Sears store. I called the number and unfortunately it was the same customer service I had spoken to before, they were really nice but totally unable to do anything to assist me with my issues.
I then called you executive office number at 1-847-286-2500 and Jennifer, once again called the Florence Store to see if the purchase could be cancelled without me having to go to the Florence Store. To say that I thought Jennifer’s calling the Florence Store was ridiculous is to put it mildly. According to Jennifer the Sears Auto Center is owned by the Sears Company. I think it very unusual that for all other transactions using credit cards, I can cancel on line, by phone, by letter or other but with a Sears Card I am required to go back to the store so that they can “swipe my card”. I actually do not believe that this is accurate, I think I was continually lied to by the Sears representatives at the Store. When I spoke to Jennifer, I specifically asked for the UPS routing number (that I had been told existed as the tires had been shipped) and she was unable to provide me with the routing number.
Need advice…..In January 2008 we purchased a Sears Elite refrigerator, over $2000. Now the fridge portion stays too cold, always below freezing. We have now had the service dept out 4 times and they can’t fix it. What are my next steps to get this fixed?
I purchased a service contract from Sears and to my surprise, to receive service I would have to take a day from work and wait all day. The schedule is between 8:00 am and 5:00 pm. This mean that the contract I have paid for will cost me a day from work to get the service that I have already paid for. Not to mention that if the problem cannot be fixed with one visit, then I will have to take another day off from work and loose another $100.00 dollars to receive the service that I have already paid for.
It should be against the law for Sears to be able to rip the customers off. Our government that allows this to happen is only working for BIG BUSINESS. We who are being robbed by the GOVERNMENT AND BIG BUSINESS IN AMERICA need to do what is being done here and let others know what is happening so that everyone can boycott SEARS REPAIR CENTER; STOP SHOPING AT SEARS AND ALLOW THE COMPANY TO GO OUT OF BUSINESS.
I HAD RENEWED MY CONTRACT WITH SEARS, BUT I’M GOING NOW AND CANCEL IT. THEY WILL NOT RIP ME OFF TWICE ANYMORE. I WOULD RATHER PAY PUBLIC SERVICE FOR A SERVICE CONTRACT THAN GIVE MY HARD EARNED MONEY TO SEARS AND NOT GET THE SERVICE I AM PAYING FOR IN A TIMELY MANNER.
I am in total agreement with you all about the worst service in the world. I thought Comcast was bad but Sears has topped them all. I have been trying to get my TV repaired since January. They have replaced the same part 5 times. This past time we scheduled an appointment on Thursday and then they didn’t show up. They said they called but they called the wrong number. Then we rescheduled for Friday and they didn’t show up again.
They were supposed to call but they never did. They were supposed to have the executive office call, but they never did. We have them scheduled to come by today but they still have not called. We paid a lot of money for the TV and a lot of money for the service agreement.
This is the all time worst customer service I have ever had.
I will NEVER purchase another item from sears again.
Wow! Mucho mahalos for all the info re Sears (Non)Service Centers. I WAS considering calling them to take a look at my new dishwasher that doesn’t get the dishes clean but NOT NOW! I’ll be hunting for a local repairman. Mahalo, again, & best of luck with your Sears woes.
We purchased a Kenmore Upright Freezer on Apr 24, 2008, delivered next day. Yesterday, Sep 19th, freezer quit working, called for repair and the best date they could give me was Oct 2 which I found unacceptable as the freezer was full. Called 3 times for a better date and got put on waiting list. Finally went into Sears store asking for help which salesman was willing to do. Told him unless I got help I would go to everyone in the store looking to buy a Sears appliance and tell them how Sears service policy sucks then get a sign with same wording and parade in front of the store. As this is Sat an appointment was made for Tues the 23rd. Finally after running all over town found a store that carries dry ice. Gave most of meat, etc to our son and kept enough for use in ice chests.
For the second time in five years the compressor has failed in my “new” freezer leaving me with a load of food. Last time it took them three months to fix it after rescheduling and “it is too cold” and other excuses. I have gradually fazed out of Sears appliances. The repairman actually told me how he tinkered with the tracker in his van so the company wouldn’t know where he was or what he was doing (same one “it is too cold”). I should have reported him but I needed my freezer fixed too badly. I will buy a new freezer, not at Sears, because I refuse to deal with that store anymore.
y dishwasher and stove both broke in early September. We called Sears to help. A technician id #$0849976 came out to our house on 9/11/08. He said he could not repair the stove (KENMORE 79095651001) because you no longer supported the product (It’s only 6 years old). Then charged us $40.13 for those words. (invoice attached)
As for the dishwasher (GE pdw9200j03ww which we purchased for $249) he said he could repair it. He was going to order a part and come back to install it. Part #WD34×110831 touch pad.
My credit card was charged $340.16 for the part and an additional $165.00 for labor. While I was not happy about the costs (once I saw what they were) I decided it was more important to have the dishwasher than to argue about the costs. After all he already ordered the part. (invoice attached)
Approximately 1 week later a box arrived from Sears (containing the part) and we called service back to let them know it was time to come install it. We were scheduled for 9/18/08 between 8a-12pm. No one came. We called again and again with the same result. No one returned to install the part.
As we approach December with the box still sealed sitting in my foyer, I called customer service 1-800-4-my-home for help. The customer service representative suggested I send the part back to Sears and they would give me a refund to my credit card. So I did. It costs $10.22 for shipping with delivery confirmation (usps delivery confirmation attached)
Needless to say, that didn’t work out. No credit, in fact.. Now customer service claims the part was installed! What kind of scam is this? I am out a dishwasher, over $500 and Sears says only the sub-contractor Hudson Valley can help. Call them they say 973-989-7428. So I do. Over and over again without anyone answering my calls or calling me back.
So back to Sears I go. I reach Robert (no last name he refused to give it to me) said his id was 80188 and he sends me straight back to the unit. Same phone number same result.
Try reporting all this information to your state Attorney General.
I think Sears is running a fraudulent operation. I don’t do any business with them anymore and never will.
I purchased a gas dryer from Sears January 2008 and of course it stopped drying clothes January 2009. I have tried for two weeks to get it repaired after I purchased an extended warranty for two more years. Here is my saga that started two weeks ago. The first so called tech person looked at the dials on the dryer and said they were just in the wrong place. He proceeded to sell me the extended warranty as it was expiring. He left and we did a load of wash that took two hours to dry. Called them back the next day and different guy put it through some cycles and he ordered a bunch of parts without opening the dryer up. The parts came in yesterday so I was called last night to arrange a service call between 8AM and 12 noon today. At one o’clock I called to see where the service guy was and couldn’t get an answer as you only ever get an answering service. Called again at two after ruining my day and still they were trying to get in touch with my service guy. Well by 2:30 he called to say he was sorry but he couldn’t make it to repair my dryer. You guessed it I blew my lid and chewed this guy out. Turns out now I have to wait in again tomorrow ( SATURDAY) for someone else to come for the repair. Two things I noticed once they get your extended warranty money they don’t give a crap and I realize they don’t have anyone who can repair the gas dryer. Maybe small claims court would be good to get my money back for both the dryer and the service plan.
I want to first say that Sears provide terrible customer service.
DO YOURSELF A FAVOR AND FIND ANOTHER REPAIR SERVICE!
My 6 year old GE refridgerator broke and I scheduled an appointment with Sears for repair. The service number provided by the retail store: 631-435-1387 dials into an unattended office. After two days of sporadic calling i was successful in scheduling an appointment.
Six days later (that’s a long time to wait for an essential appliance), the rude field technician arrived to diagnose the problem. He said he had to order a new motor and that I’d have to wait 3 days for this part to arrive. From the first moment he stepped into my home, all he wanted to do was go to his next appointment.
Me, the customer, needs to understand all of the information such as the cost of labor, cost of parts, length of warranty on labor and parts, estimated time of revisit and repair, how payment works, etc. so that I can decide if I want to replace or repair the refridgerator. The repair technician had a major attitude when I asked for this info.
By the time I received this information he penciled in an appointment as early as 2 days later.
3 days passed and I never received a status update, nor did the repair man show up as promised/
I tried calling both the headquarters and the repairman. The headquarters never picked up the phone. The technician never bothered to call back.
I recommend that anyone considering Sears for their next repair find another service.
Sears is awful, they cannot meet the basic demands of ordinary customers and you will have no choice but to trash your schedule and work around theirs.
Do yourself a favor and stay away from Sears.
you’ll find that the service technician repair industry (for fridges etc) is still quite shady in australia. i don’t know about other countries… all i can tell you is that you should always ask for their certificate in your country of valid licence as electro technician… if they don’t have this, then “f-ck them off”…
especially mobile service technicians who will try and enter your premises with an agenda to only pick-up your product…
i know, i am one, but I do things right…
omg you are lucky. Still waiting for Sears to fix my LG Tromm washer. It has been four months and they come every two weeks to try again. Nobody knows what they are doing and frankly they don’t care. I phone customer service every four days but customer service I’m sure reads off a little script the same thing every time. As for the service repairmen, they do not have a clue how to fix it and laugh because they think it is funny that I’m waiting this long. I’ve also e’mailed but no response. I am at a loss.
Contact your state attorney general’s office. They may have consumer protection statutes or fraud statutes that they can apply. And don’t ever deal with Sears again.
To Miss Dobson,
I’m very sorry to hear about the issues you’re having with our service team. This is totally unacceptable by any Sears standard that you should continue to have these issues. I can’t understand how we have not been able to resolve the problems with your washer. My name is Brian and I am part of the Sears Cares escalations team. We need to step in and get this resolved for you once and for all. At your convenience, please contact my office via email at searscares@searshc.com and we will be happy to help so you don’t have to be frustrated any longer. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (Debbie Dobson) for reference to this issue and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
Assuming you’re not some idiot troll, have you read all the complaints here? What you call unacceptable is apparently standard practice for Sears. You clowns need to be reading your own records instead of posting on blogs to make yourselves look like you give a damn.
As for Dobson, I’d suggest she ignore this guy. If he were legitimate he wouldn’t be here, he’d be doing his job using Sears resources.
Two weeks ago we scheduled an appointment with Sears to fix our oven. The next day the guy showed up, took our money, said it would take about ten days to get the part and that he would come back today between noon and 3 p.m..
You guessed it, a no show. He didn’t even have the common courtesy necessary to even call. My wife waited all day today for this jerk from Sears.
Calling the “customer service” number yields absolutely no useful information. They barely speak English, and don’t do anything except read a prewritten script and pretend to be interested — even though they can’t or won’t do anything. Why would a company hire “customer care” people who can’t even carry on a phone conversation using standard English? Apparently they also have the same no-competence-necessary hiring standards with their service people.
Sears seems on a steep decline as a viable retail company, and from all the comments here, it seems pretty obvious to me that the problem runs awfully deep.