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sears home repair service Complaint - No show for Appointment!! - Kenmore Elite Washer
sears home repair service Complaint

sears home repair service Complaint


No show for Appointment!! - Kenmore Elite Washer

I purchased a washer and dryer maintenance agreement plan. The door lock on my washer broke and after receiving the part, I scheduled a repair appointment. I chose the 7-9am time slot of accommodate both my work schedule and a son's doctor appointment. Received my phone call the night before reminding me of my appointment time. Waited patiently. At 9:15, I called Sears. I was told the technician was running late and if he wasn't there by noon to call again. Waited some more, less patiently. Called Sears at 11:15. Was put on hold while they talked to technician. Was told that technician would call me back. Waited. Called Sears again at 12:15. After being transferred to a supervisor, I was told that the time slot is not guaranteed and that the technician was not in my current demographic area and would not be there until late in the afternoon. ARE YOU KIDDING ME???!! Time slot I am now told is not a "guarantee". Repair man may run late and "his schedule is not based on appointment times but rather on demographic area and priority (read between the lines--my appointment is not a priority because the repair is free under my "service" agreement! I get 1, even 2 hours late but this is ridiculous! We are now 5 1/2 hours after my originally scheduled time and no one at dispatch has had the courtesy to even call me. PS Been writing this while on hold for the last 25 minutes to customer service!!

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SearsCares says: (7 years ago)

I'm very sorry to hear that your repair has not gone as you expected. Putting myself in your shoes, I wouldn’t blame you for being upset. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved. At your convenience please contact our office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the washer was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide your screen name (NEVERAGAINSEARS) so we can reference your case. Again, I apologize for any trouble we have caused but we do appreciate any opportunity to help.

Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support

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