Sears maintenance/repair and customer service, or lack thereof, IS ABSOLUTELY THE WORST WE HAVE EVER ENCOUNTERED!!! The customer service representatives and supervisors have ZERO emotional intelligence, NO empathy, and ARE NOT problem-resolution oriented! Frankly, I have no idea how or why Sears is still in business in this tough and competive economy when companies like Best Buy, Home Depot, and Lowe's are superior when it comes to their products, repair, warranty, and most of all DOING WHAT IS RIGHT FOR THE CUSTOMER!!! We will certainly not do business with Sears ever again, and word of mouth can be a devastating marketing tool, especially with the internet at everyone's fingertips!
On Wednesday, April 4, 2012 I called Sears to schedule a repair for my Samsung front loading washer because when the cycle finished, smoked poured out of the machine when I opened the door. It is under warranty until November 2012. I was informed that a technician could not come out until Monday, April 9, 2012.
When the technician came out, he was unable to repair the machine and said parts would need to be ordered. It would take 5-7 business days for the parts to come in, and then we would need to call and schedule an appointment for the technician to come out.
My family of four has now been without a washer for 6 days, and waiting another week or longer is absolutely unacceptable for a machine that is still under warranty. My husband called the customer service line and escalated. We were told the parts would be expedited, should arrive by Wednesday, April 11, 2012, and a technician would be able to come our Thursday, April 12, 2012 to repair the machine. Wednesday arrives and only one of the two parts necessary is delivered.
My husband calls and escalates the situation again only to be told there is nothing they can do. Eventually, the representative says the only thing they can do is reimburse us $25.00 a week for laundry expenses.
The second part arrives on Tuesday, April 17, 2012 and we schedule the technician to come out Friday, April 20, 2012 to install the new parts on a machine. Friday morning we get a call that the technician cannot come out and the appointment is rescheduled for Tuesday, April 24, 2012.
IF the technician does come out on the day scheduled, and IF he does repair the machine, it is still 20 days without a washer. A WASHER THAT IS UNDER WARRANTY!!!! I can only imagine how long it would take to resolve this if there was no warranty!