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Sears Complaint - Terrible service
Sears Complaint

Sears Complaint


Terrible service

We recently purchased a new washer and dryer from Sears , paying extra for a service contract. Even without the service contract we would have been due a free repair service visit.

My husband scheduled the repair for today - Saturday April 16 - between 1 and 5 pm. No one left the house for 4 hours. At 4:30, we received a robo call with the message to please call an 800 number for rescheduling the repair.

What is THAT about? How can I be sure Sears repair will show up the next time? Bad customer relations - really the worst. If routing screwed up, then make a personal call to let us know so we can have a precious day off doing more than waiting around. Our dishwasher just broke and we will not be purchasing one from Sears.

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SearsCares says: (8 years ago)
Dear brook55,

We found this post and I wanted to reach out and express apologies for this situation with your missed service appointment. When we set up a service call, we anticipate that the technician will be at your home and the service completed within the time frame we give you. The issue with your service was most likely because a technician was held on service appointments that took longer than expected. We can’t ask a tech to leave a job partially done in order to make the next appointment(s). We wouldn’t do that to you or any of our customers. We also can’t know how long a particular job is going to take until the technician gets to the job and diagnoses the issue. Many times it takes longer because we are not going to cut corners for the sake of time. This does cause delays on occasion, but sacrificing quality for time is simply not an option for us. Of course, this is not an excuse, just an explanation.

My name is Greg and I am part of our Sears Cares Team. We are a single point of contact for escalated situations and would like to assist you with the situation you are experiencing. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair service was set up under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (brook55) listed on your site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Greg G.
Social Media Moderator
Sears Social Media Support

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