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1.8
Details
I bought plan for an expensive GE dryer. The drum is warped. Repair is covered by the plan. The new drum was ordered by the repairman on April 5th. It is May 16 th and the drum still hasnt been shipped. 5 rescheduled appointments and at least 15 calls later and...
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2 comments
Anonymous
#1483238

I will Never buy an appliance (or, anything else) from Sears. Their extended service is USELESS. believe me.

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Review
#1257766 Review #1257766 is a subjective opinion of poster.
Service
Sears Dryer Repair
Reason of review
Order processing issue
Resolved
Sears - The End Game has arrived! It was my pleasure to help :)

Update by user May 16, 2018

Completely satisfied!

Original review posted by user May 16, 2018

Thanks to all involved for helping to cut through the specifics and details. It is my hope that the feedback and contributions made wil get your desired outcome. I have communicated with a number of agencies and legislative authorities to address...
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Review
#1257319 Review #1257319 is a subjective opinion of poster.
I bought an AC unit 7 years ago. It has a lifetime warranty that I pay for!! It’s been nothing but a problem and Sears will not get in any hurry to come fix it! I had to move my mother in law into a hotel room because she is a heart patient. This is the second time in...
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2 comments
Anonymous
#1483239

we have been sears customers for 16 years. Never again. Customer service contract might be ok for toilet paper.

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Review
#1257277 Review #1257277 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Poor customer service
1.0
Details
I cannot even warrant giving sears one star. I hate that they outsource ALL CUSTOMER CALLS and there are no knowledgeable people to assist in your issues. This company should go on out of business and put the American consumers out of their misery. Never ever again...
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1 comment
AeternumVale
#1482022

Good point...proclivity and proactive observations aside, I believe that much of the communication in attempting to find a solution has been far more discouraging and tempting to give up on the whole thing. I understand, agree and concur with you.The call centers where calls are fielded for Sears/SHC are 'third party' these days.

The majority are offshore, and they are trying to route you as a consumer in the correct way to have your issue resolved. The agents themselves they have limited information of WHAT they have access to, (CPNI - Customer Proprietary Network Information) and how as an agent, we are to handle the call properly. In your case, by third party observation, in my stead, the issue largely depends upon the nature of the issue, (how and when to escalate), whose responsibility it ultimately belongs to, and subsequently, where and how it really should be handled and conducted going forward. A call center agent must implement and perform the scripted agreement according to the company's policies, and many times our hands are tied.

However, with that being said, if you have encountered nothing apart from grief and frustration, the agent should have collected enough during the QA monitoring (which, technically SHOULD OCCUR AT ALL TIMES, which it does....and many times the queue in between every call will determine the length and substance of the call. Ergo, to direct attention to the proper channel. That is where many floor supervisors, trainers and CC (customer care) departments work with Tech Upsell and Resolution. True!The most effective way to cut through the mess of re-entering into the 'merry-go'round' by phone communication is through the customer service email for Sears/SHC, with the information listed here through Pissed Consumer, for starters.

By using and implementing the resources in place, make the call to see if the pursuit is worth the effort. You will be pleasantly surprised, as I took up the call for my mother and a few others, and the STEPS DO Work =)Please Let us know how it worked for you.Please let

Review
#1257106 Review #1257106 is a subjective opinion of poster.
Service
Sears Customer Care
Reason of review
Poor customer service

Sears - Home Maintenence Services

Update by user May 16, 2018

Sears Home Improvement FAQ: 1). Was the product covered under a single agreement, or as a WHOLE HOME COVERAGE 'Package' or "bundling" of its home maintenance service?

Please refer to: bullseye.postclickmarketing.comwww.choicehomewarranty.com/whats-covered/Global/FileLib/Fullfilment_Kits/SEARS_WARRANTY_DM_K1_EMAIL_FF_KIT_CONCEPT.PDF AND:www.choicehomewarranty.com/whats-covered 2).

Terms and Conditions of Service: Dispute Resolution/Arbitration: https://www.searshomeservices.com/blog/a-service-protection-program-you-can-count-on Hang tight...I have today off from work, as I need to 'burn off' accrued PTO...but I we are working toward a goal. Bear with me, I'm older, (xD) but I have more 'insurance' lol!

Original review posted by user May 16, 2018

Hello Secret Boa: I understand and empathize with your situation, and I hope that what pissedconsumer.com and perhaps many others as verified users and as well as others who have related experiences to assist. We will try and find some avenues that may help you and others regarding the same issues to find an immediate resolution. If I or others can be of help to you, it is a honor and pleasure to do so. In reading and reviewing what you have written, I have a few inquiries as to details, if I may: 1). Can you tell us when the purchase for this item was made? 2). Was the purchase made through Sears Hybrid store, Sears Hometown or Sears Outlet Store, or was the purchase made on line? 3). Did you purchase a maintenance agreement for this item? 4). In closest proximity to your home address, where is the largest metropolitan city, and to your own knowledge, was this where the Sears A & E would be dispatched from? My approach is to collect some pieces of information that can look at this third person, and determine of the purchase chain and its subsequent paths, (Where it should lead, exponentially). While many of the wonderful features for Sears A & E used to be the industry repair standard, after acquisition of Kmart and Sears in 2004 to finalization in 2005, much of the cutting away of goods and services announced the debacle all consumers are left with now. Prior to my mother's experience with Sears, I used to have a Protection Agreement for every Sears manufactured item, even a garage door opener. Sears A & E always delivered exceptional service, on-time, helpful, very professional and knowledgeable. Sears A & E ALWAYS followed through with their service calls, insuring quality service and effective execution before, during and after every visit to repair or maintain. Once upon a time, sadly; but now no longer. Huge Bummer. :( If Sears A&E made the service call, surely they would have communicated (or should have upon arrival at your residence), made the correct diagnosis (which from the understanding gained from the experience you had) it 'appears' that Sears A & E had forthright knowledge of your issues, but dispatched a technician do complete a 'troubleshooting' session, order the part(s) and then keep you in cyber limbo. That aside, it was for a refrigerator that according to Sears Home Improvement (which Sears A & E is under its umbrella of services) they have 'trained' technicians (if certified) your issues SHOULD have been dealt with quickly and efficiently. Please let us know, if you can any additional details, and we can try to help. Thanks for reading and listening.
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2 comments
AeternumVale
#1482061

Here's What You Can Do regarding your issues with Sears (REMEMBER THIS IS A SUBJECTIVE OPINION): ;)1).Research, collect and gather ALL of the information regarding your claims and documented, proof of your purchase, etc regarding completing the necessary the steps involved and comprise a strategy.(Once you conclude your own defense, project what your desired outcome is. At this juncture, access your legal avenues (even if you have to hire a professional mediator and/or an attorney) to follow it through for you.

Request from these sources what would be the proper and legal way to do so in pursuing your claim.2). Follow Through! If you have exhausted every available resource, collected related experiences, assessed your own handling and the suggested paths of action, (if still unsuccessful) then file a formal complaint with the state AG of your residence, the Better Business Bureau, Consumer Affairs.org and the Federal Trade Commission.(It is advisable for you to complete step one first, and involve/inform the entities and parties involved to move to this step here).3). Consumer Affairs.org can grant information where we may be lacking.

It is a valuable resource tied in: https://www.consumeraffairs.com/. Also, strongly consider going through the Consumer Affairs Division of your state of residence. NJ, CA and many other states through cooperative partnership/intervention with your States AG are invaluable sources of information and resolution.4). Stay informed and follow up with each entity involved.

Knowledge is empowering, and stay vigilant regarding your and their contributions. In other words, be realistic, calm, confident and insured. Remember, where your mind wanders, your feet follow.5). Inform others of your progress through the avenues and resources you used and contacted.

We all rely upon updates to see how well and successful your efforts are.Please let Pissed Consumer know how things are going. They have some great tools and avenues to help cut through the chase.

AeternumVale
#1482772
@AeternumVale

Home Maintenance Service/Warranty/Protection Agreements(If Applicable to your situation & problem): The Federal Trade Commission has a Consumer Information page concerning warranties and subsequent definitions as to your the pursuit of action, should you want to delve further. Remember, RESEARCH, STUDY and PERFORM within the points outlined above.

I am out of the direct fight with Sears, as they have conducted and performed well to my mother's dilemma and assisted us in making it right for her. Ultimately, this is what I subjectively offer in OPINION, after assessment, in how her experiences and outcome can relegate and assist each of you:https://www.consumer.ftc.gov/articles/0252-warrantiesRemember the approach, three variables to be address, executing the proper variable according to the specific details of your situation. If the 'limited warranty' has not yet expired, your course of action would be directed toward where you purchased it from (which you have in many regards), and the ultimately liability would be to enter into a centrifuge of more problems.However, for major home appliances, HVAC, etc., a protection agreement would minimize the cost of repair and replacement, IF it is through a Sears vendor or an independent contractor on Sears' behalf. In lieu of such information, you can politely request a third party repair contractor, who has professional, expert technicians who are trained/certified to insure such an inquiry aligns with your experiences and proofs, and it may be such action to persuade Sears/SHC to have an independent and unbiased review of their own contractors/vendors.

The expectation is that Sears follows through with the 'important promise' to stand behind everything they sell (2018, FTC/articles/0252-warranties).Please let us know how everything turns out, should it be a successful venture. As consumers, we rely upon one another to assist and offer suggestions as how to combat these issues.

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Review
#1257071 Review #1257071 is a subjective opinion of poster.
1.3
Details
4/30/18 Contacted Sears for repair of frig (not cooling well). No ice, frig not cool enough, freezer about 30 degrees. Took 4 days for tech to come. Tech did arrive on 5/4 - but needed to order parts. The parts were to arrive on 5/12 - did not. 5/14 parts and tech...
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Review
#1256810 Review #1256810 is a subjective opinion of poster.
Service
Sears Refrigerator Repair
Cons
  • Customer service - will not purchase anything again
Reason of review
Poor customer service
2.7
Details

Update by user Jun 19, 2018

Update To add to the saga, May 31st I had scheduled yet another appointment for these ding a lings to come and repair my garden tractor (still under warranty) but instead they showed up on May 29th, and I was out of town. The bobble-head in the overseas call center...

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Review
#1256346 Review #1256346 is a subjective opinion of poster.
Product
Craftsman 20390 Lawn Mower
Pros
  • Ease of website use
Cons
  • Service tech did not show up
  • Product i received or the warranty service
  • Service technicians that do not complete the repairs
Reason of review
Warranty issue
Loss
$2000
Preferred solution
Replace the product with a comparable model that has no defects.
Tags
  • Awful Warranty Service
1.2
Details
Purchase a 1700 dollar 19hp lawn tractor which stopped working with in a half hour of mowing my lawn today. I called the store in Concord NH they said that I couldn't return it
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3 comments
ThinkableOtter
#1481512

Review is extremely vague. How long did you have the mower?

Was it still under warranty? Did they offer a repair?Also, to the reviewer you should check to see if it is out of gas.

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Review
#1255831 Review #1255831 is a subjective opinion of poster.
Product
Lawn Tractor
Reason of review
Return, Exchange or Cancellation Policy
Samsung microwave. Door handle fell off. Sears won't repair it at a service shop. Tech must some out to your home. Sears web says the part is $61.24, plus they want $250.00 for a Tech to show up at your home. $311.24 plus tax. YEP, about the cost of getting a new...
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3 comments
Anonymous
#1483099

Here is a list of local management to contact, Tom 716-570-1391, Mike 518-331-2341, Lisa 585-455-1711, Darlyene 585-424-0912, Mark 716-536-0159, Bob 716-866-8105, Barb 585-274-9904. If they can’t help you I would recommend calling the bbb and your local news media to do a story on sears. Frank, Rochester NY

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Review
#1255269 Review #1255269 is a subjective opinion of poster.
Service
Sears Microwave Oven Repair
Reason of review
Bad quality
Loss
$380
Preferred solution
Let the company propose a solution
3.5
Details
sears replaced the rear breaks on my Toyota and I have had it back 4 yes four times because they squeal. I am pissed at sears don't take a car to sears for repairs. This coat me money and time to make two trips to drop the car off and drive back to pick it up. No more...
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2 comments
Anonymous
#1480481

Who the *** takes a Toyota to Sears for anything????

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Review
#1254098 Review #1254098 is a subjective opinion of poster.
Service
Sears Car Repair
Reason of review
Bad quality
Loss
$50