Sears Repair Customer Service is terrible
Several weeks ago, I noticed that my Maytag Neptune front loader washer was making a strange sound so I decided to call for service. Because of my work schedule, I asked for someone to come on Saturday.
The following Saturday a repair man came out and determined he needed to order parts. He told me that they had to come back on Monday because they didn’t like to do the big jobs on Saturday. I explained then that it was difficult for someone to be home during the week and at the scheduled time, but I would do my best.
9 days later, by 5:00pm the repair man has not arrived, so I called the dispatch office. A little while later, I received a call from the repair man stating that he needed a partner to help him with my machine; did I still want him to come? I said, no, it was fine to reschedule. My machine was still working, so he could put me on when there was availability. He scheduled me for Wednesday, 3 days later.
Wednesday, the dispatch office called my cell phone to let me know the service man was on his way. I was at work and unfortunately missed the call. When I called back (10 minutes later) I was told it was too late, they had already moved on that I would have to be rescheduled. The next earliest appointment was not until the following Wednesday. That was very upsetting, but again, my machine was still working so it wasn’t a huge deal.
Wednesday, the repair man came and began working on my machine. I again received a call on my cell phone, this time from the repairman himself. I was not able to answer the call, so he left a message letting me know that the spinner had fused to the drum and another would have to be ordered. He would be back again, the following Monday.
I realized after I listened to his message that there was a chance my machine was NOT put back together so I began to call the repairman back on his cell phone to ask him. I left a message asking for him to please call me. In 1 hr he did not call so I called again. No answer, so I left another message. I then called the dispatch and ask them to send him a message that I needed him to call me or come back and put my machine back together. It was working when he got there…he should not have left it in unworking order. When I got home, sure enough my machine was in many pieces all over my garage. I again tried to call the repairman on his cell phone and then called the service desk again. They said they had already sent him a message, but they would send another one. 8:00pm that night after I returned home no one had called. I called again and no one at the service desk could tell me why or what to do. I again called the repair man and he did answer. (he didn’t know who it was..)he said there was no way that he could have put my machine back together without the new parts….that he would see me Monday … click he hung up. I immediately called the dispatch office again and ask that a supervisor call me. I just wanted to let someone know how unhappy I was with this situation. I was so upset at the fact that when he got there my machine was working and by the time he left it was not and he had parts scattered all over my garage.
I did NOT receive a call from anyone. The woman that I spoke to told me that she could send me a $25 gift card for Sears, but that was all she could do. When I asked to have a supervisor call me, she asked me if I still wanted the gift card. I told her absolutely. To this day…I have still NOT received the $25 gift card.
Because my machine was going to be down over the weekend, this meant I had to go to the Laundromat. Saturday morning I spent 2 ½ hrs of my time and $55 of my money to do my laundry.
The parts arrived on Friday. Monday he came to repair my machine. When I got home he was still there and explained to me that he did put the new parts in, but now the seal was leaking. That he had order more parts and would be back the following Monday. He explained that he had spoken to his supervisor and tried to get authorization to give me a “comparable” new machine. His supervisor told him that this was not an option because I didn’t have the type of service plan that would warrant that type of replacement. He also told me that his supervisor had told him that I had called to “complain” and he was apologizing for everything. At that time, I realized that “the supervisor” did get my message to call, but obviously didn’t feel it was important enough to call me back, she left it up to the repairman to apologize. That upset me greatly. This was very bad customer service. I did ask the man her name and he told me it was Ms. Nichols.
With the latest issue, this meant another weekend without a washing machine and more time at the Laundromat. This time I spent 3 hours and $65 more of my money (that I don’t have by the way).
Monday came and the repairman came once again to install the new parts. During the installation of the new seal, he broke “something” else and had to order more parts. He called to tell me while I was at work and I thought I would faint at the thought of this…he felt terrible and apologized again for all the trouble. He said that he once again had spoken to his supervisor Ms. Nichols, about replacing my machine with a “comparable” new model and once again he was told no. He said he was going to order any and all parts that he might possibly need and they would be there in time for him to come to my home on Saturday to install. At the very first appointment I had asked the repairman about replacing the rubber piece inside the washing machine because it was all stained with mold and had a strong moldy odor. He told me at that time that he was not able to replace that piece just because it was stained. When he told me this time that he was ordering any and all parts possible to fix my machine, I asked if one of those pieces was going to be a new rubber piece and he said yes. Well, apparently it was not one of the parts, if it was; he did not put it on.
At least I would not have to spend more money and time going to the Laundromat. I asked again for him to pass along a message to her supervisor, Ms. Nichols, asking her to call me. I told him to tell her that it was very upsetting to me that as a supervisor she would not even call me herself to apologize for the inconvenience, especially since I have asked on several occasions for her to call. To this day I have still NOT hear from Ms. Nichols.
While trying to get a supervisor to at least talk to me I called and spoke to the Customer Solutions department. I spoke to a gentleman; he read my report record and apologized. When I told him that I wanted to speak to a supervisor, he told me it was not possible for anyone to call me. I was confused and upset by that and his response to me was “what do you want me to do Mrs. McNatt”???? I could not believe that I was speaking to yet another rude person from “Sears”.
My machine did finally get fixed…thank God! But I can not let go the fact that to this day I have not heard one thing from anyone to apologize or anything.
So after all was said and done, I have spent $120 of my money at the Laundromat, several hours of my time following this entire thing through, I still have a stained, musty smelling rubber piece on my machine, and my garage is filled with old parts, boxes, and some BRAND new parts still in the box (except the rubber piece that I specifically asked for…),. No instructions on what to do with the parts, no offer to help clean up this mess, no $25 gift card, and no call from ANYONE!!!!!
We have to spend more of our time cleaning up the mess left by Sears. I did not have the good conscience to throw out brand new parts without at least asking if someone from Sears wants to come to pick them up.
It has now been several weeks since all of this has happened. I was thinking of just letting this all go, but I can’t. I am so disappointed in the customer service that Sears has offered me in this situation that I am sending this letter in hopes that someone at Sears still cares about customer service.
I have to say, we will be purchasing a new washer and dryer in the near future and I will no way be purchasing from Sears. I have always been loyal to Maytag and Sears products, but not anymore. I have lost all trust in the Sears service and would rather spend my money elsewhere. I have and will continue to share the horrifying story with my friends. I really hope that I hear from someone in management very soon. The best time to reach me is after 3:00 when I am off of work.