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Sears Complaint - Delayed service schedule
Sears Complaint

Sears Complaint


Delayed service schedule

I requested for service technician to repair the Kenmore Washer and Dryer that I purchased from Sears . The first service scheduled was on Saturday, Jan 21 between 1:00 p.m. to 5:00 p.m. At around 16:00 a voice computerized message called me to call 1 (800) 927 - 2291 to reschuled since the service technician couldn't make it that Saturday. For the 2nd time, I rescheduled the service for Wed Jan 28 between 8:00 to 12:00 p.m. The customer service rep also reassured me that I will be the first customer for that day. I will be expectime the service to arrive between 8:00 to 9:00 a.m. Unfortunately, it will never happened, because I got a computerized call that the service technician will be delayed and the he will be in between 12:00 to 5:00 p.m. I had called the customer service and the customer rep hang up the phone. I called again and finally spoke to another customer service and then without verbal warning or explanation transferred me to another number and got an answering machine. For the third time, I finally spoke to a customer service willing to listen to my frustration and complain and transfer me to appropriate dept. For the 3rd time, I have to reschedule the service to come in Feb 4, Saturday. Will see if this service technician will show up at all or delayed the arrival. As you can imagined, I had to spend time Wed Jan 25 at home instead of working to wait for someone who will not show up in the morning.

I have been a Searss customer since 1980, we purchased majority of appliaces through Sears. Kenmore washer and dryer are worst. Dryer was making loud noise and the washer didn't last long. I had my car service for oil change but broke the timing belt. I was told that it was worn out, which was falsed because, I went to my mechanic and was told that the timing belt was perfectly ok. I totaly lost trust and loyalty with Sears Roebuck Company. From this day forward, I will be doing business with Home Depot.

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SearsCares says: (7 years ago)
Dear acai25:

Pleaes accept our sincere apologies for the problems you encountered attempting to get your Kenmore Washer and Dryer serviced. I certainly understand your frustration with having to reschedule this service so many times. Even if you are rescheduling the service yourself, you should not have to worry that our technician will show up for the rescheduled date. This is not the type of service that you deserve or the type of service that Sears is long known for. My name is Susan with Sears Social Media Support Escalations team and we would like to look into this issue further for you and offer our assistance toward resolving this service situation.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the washer and dryer were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (acai25) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.
Social Media Moderator
Sears Social Media Support

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