Sears Repairs Informative - Don't Use Sears Repair Service
WASHINGTON, DISTRICT OF COLUMBIA -- My Kenmore washing machine has been malfunctioning, so I arranged to have a SEARS repair person come this morning to fix it. I scheduled by calling 888-246-375. I was told that a repair person would arrive between 8 AM and 12 PM, and I arranged to be off from work in order to be home for the repair.
At 12 PM no one had come, so I called the above number and was told that the repair person had “just arrived” at his previous stop and that he would be sent a text message to call me and let me know approximately when he would arrive at my home.
As I did not hear from him, I called again around 12:30 PM. This time I was told that I had been given incorrect information: evidently repair people can not call upcoming repair stops to let them know arrival times while they are at a service call. I was told that the repair person would call me when he was on his way to my home.
By 1 PM, I grew concerned that the repair person would not arrive in time to make the repair (I needed to depart for work at 2:45 PM). I called again, and was told that someone would get back to me to let me know when the repair person was on his way (this was essentially the same information I had been given in my earlier call).
I had to leave for work at 2:45 PM. No one called before I left, and no one called after I left (no message was left on my home machine, and no one called my cell phone, which I had provided as an alternate number).
This is the worst customer service I have ever experienced.
How can Sears not have some system in place to let customers know approximately when the repair person will be coming, if the window in which the repair person was to come, has passed?
And, how can Sears be so blithe about wasting entire days of its customers’ lives? I say this quite seriously. I took off most of a day from work and no repair person ever came. Had I missed the rest of my work day in hope of the repair person coming, I would still be waiting.
I am especially shocked that, although I called three times, and was told that someone would call me to let me know when the repair person would be arriving, no one ever took the trouble to get back to me; and of course, no repair person ever came.
Sears evidently has very poor regard for its customers. I certainly will never patronize Sears again. I am posting this review because I feel it is my duty to warn others from engaging Sears' services, only to have their time wasted as mine was.
Sears would certainly benefit by being considerate and respectful of its customers.