Sears Appliance Repair

We were very dissatisfied with the level of customer service received from Sears Appliance Repair during our most resent service. The appointment was between 8:00am - noon. By 12:30 had not heard from anyone. Called the service department and was informed at that time that the technician was going to be late. Asked to speak to a manage and the representative asked if they could help. Requested to speak to a manager again because was wanting to know why we had not been made aware that the technician would be late. Was put on hold for eleven minutes and then spoke with Ricky. Ricky informed us that the tech would arrive by 2:00. Told them that that was not acceptable because we could not wait on them all day. Around 2:30 the tech called stating that he would be on his way. After he came he blamed Sears for not letting us know he was running late and Sears put the blame on the tech. I received a text message from Sears after my phone call stating that my appointment time had be change to 8:00 - 5:00. Was very disappointed in the level of customer service that a company the size of Sears provided. They demonstrated total disregard for their customers time and made no attempt to get back with us or apologize for our experience.

Our service was not to fix anything, it was simply the one year check-up. Our understanding was that the machine would be thoroughly examined and the coils cleaned etc. This was not the case; however, the gentleman was very nice and helped us figure out how to replace the air filter. Interestingly, he did not know the refrigerator even had an air filter. Later he admitted that he works on washers and dryers. So now we have a refrigerator that will wash our socks! I do know that from this experience that the service agreement is not worth the amount it cost, so I plan to cancel it.

I had a horrible experience with the repair of my refrigerator. I was without a refrigerator for greater than 3 months. We had a technician come out 7 times and 2 times no one ever showed up. So, 9 times I had to be out of work because they give an 8-5 window of time that the tech will show up. I have the master protection plan. They finally replaced the refrigerator. The customer service reps are rude and disrespectful. The tech was polite and did everything he could but I just had a lemon. Sears should work on their customer service!