Sears Home Repair Service - Do NOT Call Sears for Repair of Appliances.
MEMPHIS, TENNESSEE -- Sears appliance repair is awful. The technician came six days ago, Monday, 9/9/13, to repair my Kenmore refrig that I had told them had a fan that stopped working. Instead of bringing along a fan motor just in case, the technician had to order the fan motor. He instructed me to call back when I received it, and he scheduled a tentative appointment for a week later. The fan motor was delivered 2 days afterward, Wednesday, 9/11/13, by UPS in a cardboard box with no packaging whatsoever. The UPS person apparently simply tossed it across the fence onto my concrete driveway, and when I found it, the carton was split and the motor was busted.
I called Sears back and reported all this early the next day, Thursday, 9/12/13. They said they would order a new fan motor, put some packing in the box and this time they would mark it fragile. I called late that same day, Thursday, 9/12/13, to try to get a UPS tracking number so I would know when to expect delivery, but I was told that no one had entered any information about the second fan motor even being ordered. But the guy said presumably they had not gotten around to entering the information, and presumably the motor had in fact been ordered, even though it was not recorded.
I called back Saturday, 9/14/13, and someone who spoke English poorly told me that there still was still no record that the second motor had been ordered, but that she had no way to trouble-shoot the problem because Sears service department was not open on Saturday. She told me to call back Monday morning.
I called back around 8 am Monday, 9/16/13, and was told by someone again who spoke English poorly that the second motor was never ordered at all, although their records show that someone told me it would be ordered. Even the special instructions to put some packing in the box and mark it fragile had been noted on their records. She said she couldn’t tell me why this had happened and she said she could not connect me with anyone who could find out. She said that someone would call me back within 1 to 2 business days to tell me why the motor was never ordered. In the meantime, she said she was notifying them to order the motor again, and said the instructions to add packing and mark it fragile would be understood. Also she said she was notifying them to cancel the tentative appointment that the technician had made for Monday, 9/16/13.
I called back around noon on the same day, 9/16/13, to try to confirm that the appointment was cancelled, and to reschedule a new appointment. I was then told that the appointment had been cancelled, but I was also informed that they also already rescheduled me a new appointment for one week from now, on 9/23/13. This appointment was scheduled without anyone letting me know. If I had not gotten worried and called them, I would not have known that they had rescheduled me for another appointment. I am still waiting on the motor. Note: Sears has legions of complainers on the internet for its home repair service. Incredible!