Sears Appliance Repair Complaint - Refrigerator Repair
My refrigerator stopped cooling on 6/14. I contacted Sears repair service on 6/15, technician came to the home on 6/18, diagnosed the problem, but did not have a compressor on the servcie truck. She ordered a compressor to be delivered to our home by Tuesday, 6/21 stating that if it wasn't going to be delivered by Tueday she would call on Monday; otherwise expcedt her to install on Tuesday, 6/21. She left her card and tracking number of the package. I did not hear from her on Monday so I took off work expecting the installation to occur on Tuesday. I called Sears at 10:00 to check on when to expect the technician. Repairs informed me that my service was not scheduled for 6/21, but Monday 6/27. I shared the incident and the employees ID number with them, but they could not find her number as an employee. On Monday, 6/27 I called Repairs to see what time the technician would be arriving. The operator informed me that that person would not be able to come today and that my service had been rescheduled for Tuesday, July 5. I then asked to speak with a supervisor. I was given a person in Customer Solutions who informed me that July 5th was the best she could do and regretted the delay. I asked to speak to her immediate supervisor to which she placed me on hold for 15 minutes, coming back intermittedly to insure that she was trying to reach a supervisor. Of course the phone call ended with, "I'm sorry there is no one availabl at this time."
I find it unacceptable for a company as large as Sears to think that a 3 weeks window for appliance repair service is OK. I can think of other so many companys out there that offer faster service and offer better customer service for less money. Needless to say, I will not renew my warranty with Sears or shop there in the future. What I've learned: spend your money where human capital is valued!