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Sears Repair Complaint - Sears Repair Service - Unreliable & Poor Cust. Service

Review by TX Girl on 2011-03-26
HOUSTON, TEXAS -- I scheduled an appointment for a refrigerator repair with Sears on 3/23. Frig was not cooling properly. The appointment was scheduled for 3/26 between 7AM - 11AM. I cleared my schedule and waited for the technician. The day of my appointment, my frig is steady loosing cooling ability and in jeapordy of losing all contents. At 9:02AM on Sat. 3/26, I receive a call from Sears indicating that the technician assigned to my repair was unable to make it and that they would need to reschedule. The technician had called in sick and even though other customers that scheduled after me were fortunate to be assisgned a technician that showed up for work, Sears wouldn't be able to reschedule my appointment for 4 more days with another four hour window. Had I known that Sears was so unreialble I would have called an independent repair tech to make the necessary repairs.

Thanks Sears! I am left to purchase a new frig today - Do you think I will be going to Sears to spend my money? NO.
Comments:2 Replies - Latest reply on 2011-03-30
Posted by canucks1 on 2011-03-26:
We boycott Sears as well, and we have been telling everyone for years!

Sears is a horrible company, and don't go to K-mart either.
Posted by SearsCare on 2011-03-30:
Dear TX Girl,

My name is Greg and I'm part of the Sears Cares Team. I found your post here and wanted to reach out to you and offer assistance. I am very sorry about the problems you were having getting your refrigerator repaired in a timely manner. . I can definitely understand the frustration you must be feeling over this situation. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please send us an email to our office at smsupport@searshc.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (TX Girl) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Greg G.
Sears Cares Team

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