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Sears Complaint - Unsatisfactory Repair Process
Sears Complaint

Sears Complaint


Unsatisfactory Repair Process

This review has been resolved or replied to by this company.
On 21-Jan-12 I requested service for a damaged washer. Service appointment was scheduled fo 04-Feb-12 from 8:00am ot 5:00pm. A two week lead tiem which I find unaceptable because they had no earlier date available. On 03-Feb-12 they were supposed to call to confirm the visit and indicate whether am or pm service will be provided. They never called. I contacted their "customer service" and could not be provided an estimated time and that the technician will call prior to arriving. At 3:30pm on 04-Feb-12 I started calling their "customer service" line, they keept telling to wait that service was scheduled for 4:26pm and that the technician will show up. At 5:10pm and no call from technician I started to call on two different lines to obtain a response, since they kept me on hold for 40 mins on one of the lines. Finally at 6:15pm they confirmed that the technician could not finish his route and that now they would reschedule service for 21-Feb-12. Not only is this unacceptable, it is abusive and not what I expected from Sears . After 25 yrs as a customer I no longer plan to buy again from them.

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SearsCares says: (6 years ago)
Dear customerupset:

Please accept our sincere apologies for the manner in which your repair appointment was handled. This is not the type of service that you deserve or the type of service that Sears has long been known for. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues and would like to look into your repair situation further and offer our assistance to help resolve this issue.

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 repair appointment was set up under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (customerupset) 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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