Sears

It was good. just because it took them awhile to even respond to my issue and then I had to call back multiple times to even get someone to come out and even check the system and then there was a lot of miscommunication and lack of communication within their company because when I would call back there would be no notes, nobody knew anything and it is frustrated for the customer to have to keep explaining the entire story every call when they should be documenting what happen so that the next person could build off of that it was just a nightmare I am done.

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The Sears technician called me and said he was coming.  He goes to my door does not ring the bell, does not knock. Did not
call me.  Left a sticker saying Sears was here.
I tried calling the 1-800 number.  He told them I was not home. HE LIED.    The rep told me I could make another appoinment
but I can make it.  I WORK, HAVE A JOB DOES LIKE EVERYONE ELSE.
NOW I HAVE WASHER MACHINE THAT NEEDS REPAIR.  I HAVE ONLY HAD IT FOR 4 YEARS.  IT HAS BEEN REPAIR MY
SEARS BEFORE.  THE WASHER MACHINE DOES NOT WORK RIGHT.

unknown

I used the Sears website to request service on a dishwasher. After scheduling I received two automated phone calls asking me to call an 800 number (not the number that the voice is calling from, either!) to reschedule, which I did twice. On the day of service I waited for the 4 hour window and the technician did not arrive. When I called the 800 number to inquire, they were unhelpful. The next day I received another automated call asking me to call an 800 number to reschedule.

The technician Jim was a super professional. He was punctual and proved to be very knowledgeable of both appliances. He repaired the dryer on the initial visit in less than 30 min. He had to order a part for the washer. When he returned to fix the washer it took less than 15 min. Jim explained exactly what was wrong with each appliance and gave us options to save money.

unknown

They're all very well and reasonable. I would use them again in the future.

See above. No work was done, and I wouldn't use them in a New York minute.
If they cannot make appointments and spin some fabrication that they were there and I was not, then they are not only undependable and wholly unreliable, but fraudulent in their dealings with people.

The price was a bit high, but they got the job done in a timely manner.

It was a fair experience. I give them a "C" overall.

My Kenmore washer stopped running on a Sunday evening, Sept 11 with a full load of clothes sitting in soapy water. I called Sears to get an appointment for repair and they weren't able to schedule me until the afternoon of Sept 21! I took the appointment and pulled the soapy clothes out of the water and hauled them to my local laundramat. I then had to bail the water out of the washer with a plastic cup! Needless to say, when the appointment day finally arrived, I had had enough of the laundramat!
Sears had confirmed the night before via phone message that the repairman would be out between 1 and 5pm on Sept 21. When 4pm rolled around and I hadn't seen anyone, I decided to call Sears and see where I was on the schedule. I was THEN informed that the appointment would need to be re-scheduled because they did not have a repairman in the area to come out that day!! I asked why I had received a confirmation phone call the night before and customer servie told me that this was a new development, that the repairman had tried to call my home at 3:45 to re-schedule and no one answered. Since I had no missed calls, no messages, and WAS HOME THE ENTIRE TIME, I challenged this statement. Customer service said that "sometimes the messages don't go through". He then told me that the next available appointment would be October 3rd!!! I asked for a manager... and was told that if I had purchased a service contract he MIGHT be able to get me something earlier, but since I didn't, October 3rd was the earliest he could schedule. I then asked why I should trust that, even if I made the appointment for Oct 3rd, I wouldn't have another cancellation... he said "I'll put a note on your request not to re-schedule you again"... WHAT???? Why would a note on the request change the situation... and if it would, then why wouldn't you put that note on EVERY request???!!! I reluctantly re-scheduled the appointment for Oct 3rd and then asked to speak to the next manager! I explained my INCREDIBLE FRUSTRATION and asked her what she would do to keep me as a customer. She asked me what I wanted... and I told her I wanted to be compensated for my time, that I had taken a vacation day from work in order to be there for the repairman and didn't even get the courtesy of a phone call to explain that they needed to re-schedule. She told me she could waive the $75 service fee for the Oct 3rd appt... REALLY?? I told her I couldn't believe that Sears would even consider charging me a service fee after this and that that was really not enough. I then told her that I was EXTREMELY DISAPPOINTED in Sears because if I were buying a new washer I would have had it delivered and running within days, but a repair was going to take almost a month ... if I were lucky.
Needless to say, after I hung up with Sears, I called a local appliance repair company (Durkin Appliance) and had the repair done in less than 24 hours!
I will NEVER buy anything from Sears again!!!!

On June 16, 2011, I called Sears "For My Home" Service to repair a Kenmore Auto Ice Maker in my fridge. It just suddenly stopped making ice. The operator offered me a Service Agreement that would cover all parts and labor on my fridge for 5 yrs. including my ice maker problem. I took the "deal". $270 We scheduled an appointment for June 25, 2011 between 1-5pm. I wasn't thrilled about waiting that long, but I agreed. On June 24, 2011, an automated recording called my home phone and left a message saying I need to call Sears to RESCHEDULE my appointment which was less than 24 hours away. I wasn't thrilled with the fact that I cleared my Sat. afternoon schedule to be there and now they were not coming? I called the number and reluctantly rescheduled for June 29, 2011 from 1-5pm. Almost 2 weeks from the time they took my money! On June 28, 2011 I got another automated call stating that my appointment was for the next day between 1-5pm, Yea! Soon to have Ice Cubes! Well, on June 29, 2011 at 4pm, still no sign of a repairman? I called Sears to see if they knew the status of my repairman and to my horror, (after sitting around all day waiting!) they told me I would have to reschedule AGAIN! They said the repairman had a problem with an earlier call and could not complete his route. Keep in mind, I CALLED THEM! They would have had me sitting waiting till 5pm and not shown up! I was furious! I got someone who could refund my $270 and cancel my service agreement. I did cancel and they claim I will get a credit on my charge card for the full purchase price within 72 hours? We will follow up and let you know if that happens. The final kicker to my experience is that at 4:45pm, after I canceled my contract, I got another automated call telling me I needed to call Sears to RESCHEDULE my appointment! DON'T WASTE YOUR TIME!

It cost $100.00 for them to come out. They are very professional. You call and you make an appointment. They tell you how much it's going to cost. They ask you the brand name and the model number if you have it. You usually have to wait a few days. It was going to cost hundreds of dollars to repair my washer. The man that came out was very professional. He told me either he would put the price of the visit towards the repair and not the part, or he could give me a coupon to purchase a new item at Sears or the Sears outlet. That was nice of him. He helped me make a decision about repairing or replacing, which was good. He told me to weigh the pros and cons because I was overwhelmed and totally lost. That was really nice of him because I probably would have just repaired and then in the end that wouldn't have been a good idea. He helped guide me towards that decision even though they would have made more money with the repair. He was a nice person. You can take in small appliances into the store and drop them off. They will call you with an estimate of the repair so you can choose to pay a price for the repair or not pay and pick it up and maybe replace it or go with a different company.