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Sears Repair Service Complaint - Worthless - Repair

Review by DAD321 on 2010-06-26
Sears repair people didn't show up for 8.5 Hrs. An didn't call just to do a 10min. Repair. I tried to call an complain but the lady on the other end put me on hold...........That was it. I will never buy anything from Sears again.
Comments:1 Replies - Latest reply on 2010-06-28
Posted by SearsCare on 2010-06-28:
To Dad321,
I found this post and I wanted to reach out and express our concern for this situation. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. Waiting so long for service is not acceptable, but the delay is because a technician was held on a service appointment that took longer than expected. We can’t ask a tech to leave a job partially done in order to make the next appointment. We wouldn’t do that to you or any of our customers. I do hope that the service has been completed and the unit is working normally. It sounds like the length of time to finish the job may have been a concern as well. We don’t work by the hour, but by job code. The manufacturer specifies by code the process of diagnosing, replacing parts, etc. and the expected time frame it should take. You got a technician who is good enough at his job that he completed it sooner than the job code specified, thus you did not have to waste any more of your valuable day than you already had. My name is Brian and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so we can get this resolved for you if it is not already. In the email, please provide a contact phone number and the phone number the unit was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Dad321) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares

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