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sears home repair service Complaint - Sears Service Awful - Kennmore
sears home repair service Complaint

sears home repair service Complaint


Sears Service Awful - Kennmore

Unfortunately we have a 3 year service agreement with Sears. We have never been able to actually even get a real Sears service technician to repair any appliance. They always send subcontractors. Last month we had to have our microwave repaired. We waited All day for the repairman to show up. At 5 in the afternoon we got an automated phone call telling us to call and reschedule our appointment. They cancelled and did not even have the ability or decency to call. We had to wait 2 weeks to get the tech back.
On Saturday we were supposed to have a washer tech come to fix our Sears washer. Not only did they NO SHOW but they did NOT even call. When we called Sears at 5 they told us the dispatcher rescheduled us for next Wed. The dispatcher said he had a computer glitch. Now WHO BELIEVES THAT? Wegot our day before reminder computerized call. They just lied to us. We had to waste an entire day waiting around AGAIN for some tech to no show. SEARS is a totally unreliable company. No escalation past a person who offered us an insulting gift card. I will never buy another Sears product. This company is so mismanaged. They have no idea what customer service is all about. They told me my washer was not an emergency repair item so they would not even schedule for the next business day even tho they cancelled our appointment. Well to me,not having a washer for two weeks is an emergency. They told me every appointment is automated even if they mess up they cannot manually get a dispatch. We need a repair now not a week from now. What if parts need to be ordered? Another week and another week. Probably another cancellation and another cancellation. Shame on SEARS. If you need a service contract, SEARS is the place to stay away from. It is obvious they do not care at all about customer service or satisfaction.

Sears service is awful.

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SearsCares says: (8 years ago)
Dear beachgal,

I am very sorry to read about all the troubles you’ve had getting your washer repaired. I can certainly see how frustrating this experience has been and how it has greatly inconvenienced you and your family.. Sears would very much like to help resolve this matter as we pride ourselves on excellent customer service and it seems we have not met that goal with you.
My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. This means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact my office via email at smsupport@searshc.com so that we may address the concerns you related in a timely manner. In the email, please provide a contact phone number and the phone number the washer and dryer were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (beachgal) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

If any other viewers of this thread need assistance with a Sears’ related issue we want to hear from you as well. Please do email us at smsupport@searshc.com with your contact information and a brief description of the situation and we will be glad to assist you.

Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support

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