Sears Repair Service Complaint - Sears Technicians are not worth.

Review by Heloisa on 2009-07-29
We have been waiting for Sears to come AND fix our built in microwave for 1 month now. They have come in 4 times, and didn't show up once. With a to tal of 3 Sat and having to take 2 days off work because of their time frame I can say they really proved to be incopntents and not customer oriented. The first technician tried to bs me saying the problem was the lining, of course what the warranty didn't cover. I am not sure he thought I was stupid because I'm a foreigner or if he didn't know what the problem was. Every other visit was lame with some lame excuse to not fix it; 2 men job; 2 hrs. job and I was a loted only 15 min.; have to order parts; parts are defective have to reorder. You can see the picture. I have been very patient, now I simply don't want them back here. Of course they lost a store customer as well because I usually buy our appliances there, but I won't anymore if I can't trust the backup. The call center gets even worth, they're lame and poorly trainned. If Sears have a mission statement the employees are not aware of it. Well, it is not worth to spend anymore time thinking about those technicians, I will file a formal complaint with the BBB. It was good to find all these other complaints online, unfortunately I didn't check it out first.
Comments:5 Replies - Latest reply on 2011-03-31
Posted by Anonymous on 2009-07-30:
They came 4 times but didnt show up once?
Posted by S. on 2009-07-30:
Posted by i_am_canadian on 2009-07-30:
You sound like a very rude foreigner, you probably screamed at the technicians the entire time they were trying to work. I'm sure their feelings won't be hurt that they can't go back to your house.
Posted by SearsCare on 2009-07-31:
To Heloisa,

My name is Brian and I work for the Sears Cares escalations team. I am very sorry that we have been unable to resolve this service issue and resolve it to your satisfaction. I can assure your we set very high standards for the services we offer. We would like to look into this situation to see where we can improve and what needs to be done for you. At your convenience, please contact my office at searscares@searshc.com so that we can get this issue resolved. Please provide a contact phone number and the phone number the microwave was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (Heloisa) for reference to this issue, and we do look forward to talking to you soon.

Thank you,

Brian J.
Senior Case Manager
Sears Cares

Posted by JBard on 2011-03-31:
To- "I am a Canadian" I don't think the writer sounded rude. He sounded like he gave the technicians every chance to fix the problem, and then did the sensible thing, and went to a different company.

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