Sears Complaint - Sears Repair Service is really bad
In August we called Sears repair service to repair a Sears Water Softener that is 4 years old. First, when you schedule a repair call with Sears you have only two choices. They say the repair person will show up between 8 and 12 in the morning or 1 and 5 in the afternoon. They will not give you a specific time.
The day of the repair call James, I don't know his last name, came to our house about 5 pm. It was pretty obvious he made our house the last stop. He looked and fumbled around the the water softener a few minutes and the said we needed to order a control board. He said he need a down payment of about $128. So we put the charge on our Discover card. He said the parts would be delivered to the house and then we could call for them to come back out. Several days later some parts did come in. However it was a plastic cover. The contral panel was not in the box. We called customer service and asked when the part would arrive. They said the timer had already been replaced and the job was finished. Needless to say we were livid. This went on for several days arguing with customer service. So we think James didn't know what he was doing. He wanted to close out his day and week with a sale and get credit for the work so he could get paid on it.
Basically it took several weeks to convice Sears customer service that our water softener was not repaired and we did not have the correct part.
Finally a different Sears repairman came out that knew what he was doing. He said they always send him to the pissed off customers. So evidently they have a lot of pissed off customers. The new guy said the problem was a float ball at the bottom of the tank that was not closing properly. We told him to fix it. He fixed it, took off about $60 for the unsed parts and now the water softener is working. It still cost us about $200 total.
As a result of this experience we have decided we will never buy another Sears appliance. Personally I will probably never shop at Sears again.