Sears Complaint - Inside Tip
MASSACHUSETTS -- I'm a former Sears Service Technician from New England and I just want to let everybody know what working for Sears is like. Keep in mind that I had almost no experience in appliance repair but was hired immediately for scoring high on a basic electricity test.
We wake up every morning with a computer from 1994 that is always malfunctioning with 13 calls on our route. 9 of these calls are 8-12, 4 are 1-5(typically). Not to mention the fact that some of our days consist of 150 miles of driving. We don't get paid until we arrive at our first call, hence why we can't(by law) call you and usually end up meeting you at the front door in your underwear. Upon punching into our computers, we get flooded with messages from our so called "Routing Department" who ask us to call 6 of our 9 morning customers who called in, to let them know when we'll be there. Keep in mind these "Routers" have access to a tech's full route as it appears on our computer and are already on the phone with the customers!
We then attempt to fix your appliances with our 1 month OTJ training and common sense. When and IF! I STRESS THE IF!, we do find the part it needs, we go out to our van of $hit that we never use" only to find you need a part that we don't have. Keep in mind that each tech is assigned to a specific industry such as "REFRIGERATION" or "LAUNDRY" and each carry different inventory. Wouldn't you think that we would have the right part with that huge van and only specializing in one area? OF COURSE NOT! After explaining to the customer that the part is model specific(as instructed by management to avoid the look of incompetence), we jump in our van in embarrassment and move on to the next call.
Having a problem? Run into something you can't bypass and therefore can't complete your calls? After calling all the tech managers(6) twice each with no reply, the frustration keeps building. Finally you drive by their office while calling and find them shopping on Lands End for clothes while hitting ignore on the phone. There is absolutely no support whatsoever in the company! Most techs don't make it a week without quitting.
You're penalized for not selling enough service agreements. You're always being questioned on your whereabouts. There is NO TRAINING on the new machines that come out and if you let a customer know you aren't familiar with the product you get crucified, "don't ever let the customer know you don't know what you're doing" as my manager once said. The vans they provide are dangerous to ride in and to take your van to SEARS Auto is like gambling with your life. Better make sure those lug nuts are on...
All in all, SEARS sucks. Don't shop there, work there, or get any type of service done by them or A&E Factory Service(SEARS IN DISGUISE) as my manager would say. The labor rates for their service are ridiculously high and uncalled for seeing as though their employees are basically learning on your machine. Not to mention you can find almost anything at SEARS for cheaper elsewhere.
My recommendation is to say no to the service agreement, wait for a failure, and call a family owned and operated repair shop who really needs the money and appreciates your business. Most can be at your house the same day and get this, THEY HAVE THE PART! Thank you for your time and I hoped this helped.