Sears Appliance Repair

At 5:45 Sears contacted me to say the repairperson was on their way. At 6 the repair man called an said that they would have to reschedule I said I could not afford another day off. They schedule me for August the 13, 10 days from now, unfortunately as I explained to them my Condo Parking lot was being repaved so that would not work, so they scheduled for tomorrow between 1-5....it is like they were not listening, but more importantly they really did not care. My Father always insisted on buying Kenmore, this will be my last Sears purchase I do not need this sort of aggravation and extremely poor customer service.

I paid for a Sears Protection Plan for my refrigerator/freezer. Because of this, i must use Sears Appliance Repair for repairs. Over the past 5 months I have called Sears Repair repeatedly for the same recurring problem, which causes my refrigerator/freezer to completely stop working. Every time I call for a repair appointment, "the earliest" is 12 to 14 days from the day I call. There is no way to get a "rush" order because of an emergency (no working refrigerator), and Sears Repair does not care that without a refrigerator, you can't cook, no diary, cheese, eggs, no fresh vegies, no meat, no condiments, no frozen foods, no ice. How would you and your family fare under these conditions? While waiting for the repair appointment I would go nearly 2 weeks without a working fridge. The repair men would do a bandaid fix, and the fridge worked when they left. Some ordered a part, which would be shipped to me UPS (takes 5 to 7 days), then a DIFFERENT repairman would show up on the scheduled day to install the part, or argue it was the wrong part, and order another part. Mean time, in a few days, the fridge would quit working again. Very frustrating! Eight repairmen later, and over 4 months later, three different parts were installed, never saw the same repairman twice. Between ordering the wrong part and shoddy repair work (one repair man installed a coil heater and did not plug the part in, then left), I was at Sear's mercy, without a working fridge. After a 5 month struggle, the eighth repair man ordered an after-market part that was designed to fix this known problem with my Kenmore Elite (made by LG), and number 9 repairman installed it on Sept. 28. So far a week later it still works, but I don't trust it. Sears has had access to this part for a year. Bottom line, if you get tied into a Sears Protection Plan for your appliances, you are also tied to all the Sears Repair Service problems. They farm out all the repair orders to other local companies, who are seriously understaffed, you are at the bottom of the priority list. The "lemon" replacement program has a catch 22 (read the fine print), your appliance will not be replaced until 3 "major" or "vital" parts are replaced. In my case, the parts that were ordered were not on "vital" list even though the fridge would not run without them. Also, with each successive "wrong" part, it was another 2 weeks to get someone out, and 2 weeks after that to get the latest part installed. It's a very bad system, terrible customer service, not "customer first" but Sears convenience first.

THe repair appointment was scheduled from 8-12 a.m. I called at 12:30 and customer service said they had arrived in my neighborhood and would have them call me. An hour later at 1:30 I called again and customer service said they are "next on the list". I cancelled my appointment after wondering if reviews were lousy and they were awful. Promptly received a confirmation call confirming my cancellation. Extremely frustrating.

I did reschedule and I will submit a follow up review when they leave.

The machine was under warranty. Two people came out to do the job. It only took about half an hour. It was done efficiently and competently. If I were going to tell a friend or family member id tell them to expect punctual, competent, and reliable service. Overall it was a good experience.

I reported that my oven burner was broken and needed to be replaced to their online service then waited to be assigned to a local repair service. I tried for several days to talk to a person but kept getting a recording that their phones were overloaded and it would be hours of waiting on the phone. After a week with no contact I called and pushed buttons until I got a real live person to talk to. She finally put my repair request through because it appears the computer had dropped the ball. She assigned it to Sears Repair and they stood me up at the 2 week mark of being without an oven. I had found the part locally but because Sears didn't show up or contact the distributor they sent it back. I called Sears and complained and they sent out another repairman who confirmed the part needed and now he can't find one and it will have to be special ordered. My oven repair is estimated, at this time, to be done by Oct. 5. I'm not holding my breath. Update... Sears cancelled again! They rescheduled for next Wednesday.....I'm still not holding my breath! I'm really hoping I will eventually get to bake again , preferably before the upcoming holidays.