Sears Complaint - Do not buy the sears warranty
Although I have read that extended warranties are not a good deal cost-wise, I bought one from Sears for all my appliances because I wanted an easy system for repairs. I did not want to pick some company out of the phone book. Big mistake. Sears treats the warranty customers like crap. The appointment windows are 9 hours, requiring the customer to stay home all day. The first time, I waited all day, being reassured as the day went on that the man was coming to fix my $2000.00 Advantium microwave. At 5:10, I was reassured again that he would be there at 5:00. When I pointed out the impossibility, the story changed that he wasn't coming after all but they could rescedule me for a 9 hour block of time a week later. The next time, the guy came early but of course he had no parts and could not examine the unit without a 2nd guy. If they would try to diagnose over the phone Sears could send out a truck with equipment and proper personal. But of course they hire rude, unskilled and untrained people for the phones and cannot provide that courtesy to customers. The guy said he would try to get another guy. I gave him my cell number and explained that I needed to go out in about 5 hours for about an hour but will be home otherwise. Sure enough, he calls about 5 and a half hours later while I am at a store 20 min. from home saying a guy will be there in about 20 minutes. I drop my intended purchases and rush home, arriving in about 20 minutes. He is about to leave. He and the other guy refuse to come in my house, saying I took too long and PULL OUT of my driveway without taking a moment to look at the unit. I call and the customer person says that parts (prob. wrong ones since he didn't look at it) are ordered and I should call when they come to me. Of course, that means that I would then have to wait another 2 weeks once the parts come in so I ask to make another appt. a week from now and will cancel the day before if the parts don't arrive. I am told that the system doesn't allow an appt. to be made on the day of an appt. and to call back tomorrow. Really? That is a serious software flaw. A few minutes later Sears calls with the offer of an appt. 10 days hence. Wow, that was an amazing software fix or the people on the phone are liars. We'll see if the fix actually happens. By the way, I called Sears recently to fix one of my mother's appliances which was not under warranty and someone came out the next day and fixed it. I guess the "non-paying" warranty customers receive a different standard of service.