Sears Repair - Frustration With Repair Services and Customer Service
Repair and Parts Customer Service - Complaint
KINGSTON, NEW HAMPSHIRE -- We have a Kenmore washer that was bought in February of 2008 that is need of nearly $300 repair. That is the first thing that amazes me. The original appointment with the technician was on September 21st. He ordered the part and made an appointment for September 27th to do the repair.
On the 25th, I got a call saying that the part won't ship until the 28th, and that the earliest they could book an appointment was for October 12th, but that the part should arrive at the house on or around the first of October, and I could call then to see if they could get an earlier appointment. The customer service representative also offered my choice of either a $75 gift card to Sears or $25/week laundry reimbursement up to $100.
When the part didn't show up by 10/1, I called to find out what was going on with the part. Turns out that they found out on 9/27 that the part was back ordered until 10/26 but never called or emailed to tell me. This new representative also told me that offering the laundry reimbursement was a mistake - it is only available to extended warranty customers, and the best they could do is a $50 gift card. I have been told that they are now looking for the part outside of the company, but that they can't offer a timeline for when that will happen.
I'm shocked at the incredibly poor service Sears thinks is acceptable.