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sears home repair service Complaint - Failure to show or call by appliance repair
sears home repair service Complaint

sears home repair service Complaint


Failure to show or call by appliance repair

I purchased 4 kitchen appliances costing thousands of dollars for my renovation beginning May 2010. I have had 4 separate appointments to repair an Electolux microwave in the last 3 weeks and missed 2 full days of work and no repair has been done yet. First appointment the tech scheduled for 8-12 showed at 11:30 and claims she had to order 3 different parts since she wasn't sure what was wrong. A package arrived in a couple days. The second service call no one showed at my house or called despite my multiple calls to check their arrival time. The third appointment 2 service techs did show but indicated there was only 1 of the parts and the others were on back order and an appointment was set for a week later. My Thanksgiving dinner for 20 people was a nightmare because I did not have a working microwave. The following week my Christmas party for 40 people also had no working microwave to use. Parts arrived by mail a couple days later. The 4th and last repair appointment for yesterday, no repair tech showed despite at least 3 calls to the Resolution Hotline who promised they were sending messages to service supervisors. I missed the first half of my office Christmas party waiting for a response or someone to show. I'm still waiting the next day. Every person on every number makes excuses and apologizes but will not give you any supervisors to talk to. They all repeat the same bulls**t excuses and platitudes. Chewing out the phone people does no good either. I'm likely going back to the store today to tell them to refund my money for the microwave and go purchase a replacement elsewhere. I'll never buy another electronic or appliance from Sears and will warn everyone I know about these horrible repair practices.

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SearsCares says: (8 years ago)
Dear wmyerholtz,

My name is Scott and I'm part of the Sears Social Media Support Team. I'm reaching out to you to extend an apology and offer some assistance. I'm terribly sorry for the trouble & frustration caused by your microwave and it's repair. Having to go through so much for a repair, including a no call no show, is unacceptable. It's our goal to exceed your expectations and we have let you down. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the microwave was purchased under and we will call you at your convenience. In addition, include your screen name (wmyerholtz) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team

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