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Customer service
Product or Service Quality
Staff
Value for money
Warranty
3 comments

I just had an awful experience.

I’ve had a warranty with Sears for my Kenmore Elite washer, and have had a couple repairs done.

I’ve NEVER had such bad service, for pretty much anything!

Appointment was scheduled for Tuesday July 3rd with a 8am-12pm window. I requested text communication.

No communication of any kind, tech arrived at 1pm, as I was leaving to go back to work.

Rescheduled for Thurs. July 5th from 8-12.

AGAIN there was zero communication. I called 4 times and spoke to service scheduling operators. They were hard to understand, but after 3 calls assuring me I was still on the schedule for the day and one saying he was on his way, no result.

The tech finally called at 5:30pm to say he wasn’t coming, and couldn’t come back until 7/16. No reason given, other than being overbooked.

When I asked for alternate solutions, he gave me a complaint number, which was incorrect.

I called customer service again to speak with a manager, who said an appointment isn’t a guarantee of service, and that there was nothing he could do.

A 4 hour window of service time is bad enough, but to then not arrive at all, TWICE, has caused me to really lose my trust in Sears.

I work at an hourly rate, and what I’ve lost in income by waiting for 2 days of no-show servicemen and going to the laundry mat would’ve almost paid for a new washer.

This is absolutely unacceptable.

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Anonymous
#1521749

What is an appointment for if not to guarantee that your issue will be addressed at a certain time? People like this manager are the reason that Sears is losing a lot of its business. Too bad...

Et_Tu_Brutae.User
#1520490

One of the things that you can do is to file a complaint with consumer-action.org, and have media attention brought to your situation. Your issues are of a MAJOR CONCERN, both in personal safety and in making known consistent problems that Sears is well aware of, yet it appears that Sears and its reps seemed unconcerned with.Here is the link: https://complaints.consumer-action.org/forms/english-form/complaint_form/Complaint Form (also available en Espanol):"Send your consumer questions and complaints to our referral and advice hotline.

To give you the best possible assistance, we need your full name, city and state of residence, and daytime phone number. (See our privacy policy.)""If your complaint is of major consumer importance, we like to have the option of referring your name to the media (TV, radio, magazine and newspaper reporters). If you object to being contacted by the media, let us know and we will honor your request.

(See our privacy policy below.)"Thanks for permitting me to respond to your posting.J.J. Freeman (Jaina Spotted Eagle)

Anonymous
#1515771

Call the news media and the bbb. Rochester NY

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