We had a Sears service rep come to diagnose a problem with our Sears Whirlpool Calypso washing machine on 3/30/2010. He was here for an hour, charged for two hours, and misdiagnosed the problem. We chose to make the repair ourselves, as is always a consumer option, purchased the part he said was the problem, and then discovered that the actual problem was a different part, thus costing us twice the amount, and a lot of time and trouble, as well as the charge for the service call.
When I called Sears customer service to request a refund, they refused to help us in any way, saying that they owe us nothing. According to them, since we elected not to have their diagnostic technician do the actual repair, they bore absolutely no responsibility for his misdiagnosis or for the service call.
The rep told me I had reached "corporate level," and was adamant that there was absolutely no recourse for us, as they do not guarantee their diagnostic service calls...only their repair service itself. If we had elected to have him do the repair, which would have been the wrong repair and replacement part, then they might have been able to work with us.
We have been loyal Sears customers for most of our lives, having "grown up" with the company. If the washing machine had been irreparable, then we probably would have purchased a new washer from them. As it stands now, we will never do business with Sears again, nor would we recommend them to anyone.