Sears Complaint - Sears Repair Center: Depressing Customer Service
I was referred to the Sears Repair center by a Home Appliance contract company to repair my Maytag washing machine.
For the first visit, Sears gave me a 4 hour window on a Saturday. The technician came and identified some parts which he ordered. He then said I needed an 8 - 5 window for the next appointment to install the parts.
Two Saturdays later, I waited at home for the technician. Around 11:30, I called to see if I could get an ETA. I was told the tech would call back to let me know. At 2:00 PM, I again called and was told the same thing. At 4:00, the person I spoke to apologized and said I would definitely be called soon. In each case, I was transferred from one location to another with the second location having no information about why I was calling, so I would repeat name address, etc.
My 4th call was at 5:15. I was told the technician was on his way and should arrive within 30 minutes. I was upset and told the Agent someone should have called me earlier.
At 7:30, I called again, livid. I was told that the technician had closed for the day and I would have to reschedule my appointment (by calling at another time).
This is an organization in total disarray and the public needs to be aware. At no point throughout my 13 hours wait did one person in the organization call to explain the situation. When I asked to speak to a manager, I was told one would call back soon. I am still waiting for that call.