Sears Complaint - Poor customer service
I had an appointment for Monday July 13, 2009 between 8a-12p and received a call from Sears during that time informing me of a scheduling problem and the technician would need to reschedule. I rescheduled the appointment for Friday July 17, 2009 between 8a-12p. No technician showed. Someone was there the entire time.
I called the national customer service number at 1-800-795-5030 at 1 pm the same day and was referred to the call center that handles the area (I live in Miami). It is called Plantation Customer Service. The number is 954-321-2344. I was told the technician arrived in Miami at 11:20a. I told the person waiting at home to not accept the service if the technician showed because the wait was ridiculous. I called the customer service number again to complain and was told that technician actually had a light day and was then told that he was in a meeting.
I was then forward to someone I guess was a supervisor. I made a mistake by not recording her name. She told me that Sears would reimburse $150 in labor and $100 in parts and told me that my file number would be my phone number and she would call me later with all of the information. She also told me that I would be rescheduled for Wednesday July 22, 2009 between 8a-12p.
I called Tuesday July 21, 2009 to verify my appointment was scheduled for Wednesday. The representative told me that all she had in the computer was my last appointment for Friday. Apparently there is no record of anyone doing anything after my Friday call. After calling on Tuesday I received a voice mail later that day informing me of my new appointment. It was not scheduled between 8a-12p as the person said. It was scheduled between 1p-5p.
I called Sears again on Wednesday July 22, 2009 at 1-800-469-4663 at 915a and the representative (Gabe) confirmed my appointment. I asked who scheduled it and she was unable to do so. I asked because I did not and would not schedule it for that time period. She returned and told me the technician’s supervisor (Olga) rescheduled it. I asked if there was anything in the file stating that I would be reimbursed and she found nothing. I canceled the appointment during that call because I was tired of this.
This is horrible customer service. I advise you to never use them.