Sears

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On Fri May 26 Sears technicians came to my home on time and repaired my washing machine.They arrived 20 min after calling me to tell me they were on the way.Professional repair job and kept me informed on what they were doing and why.They answered all of my questions and gave me helpful hints on future maintenance.Very happy with the warranty and a working machine.

The technician contacted me on the date of service to advise me he could come earlier and could be at my address in one half hour. He came quickly and discussed the problem with us and immediately started to work and was done in 15 minutes. All is working good, and we all are happy.

The first time I required a technician to check my stove due to some problems under the Manufacturer Warranty I was very unhappy and made a complaint. I called again for my stove to be checked this time under Sears Warranty and for my surprise was the same technician. This time he resolved some of the problems I had with my stove after I told him that the burner needed to be replaced due to the stove being in-level. I called customer service to inquire first why if I already had a complaint in place against this technician was sent to my house again, and second why he was not able to resolve the problem under the Manufacturer Warranty(no cost to the customer) but he was able to fix it under Sears Warranty(paid by the customer), but of course they could not answer that question.

Courteous technician. Kept work area clean. Asked permission to use towels for clean up and explained there might be residual water but not to worry, as there were no hoses leaking & water would dry up. Was persistent about diagnosing problem & had replacement part available. Thank you.

Technician arrived as scheduled. Listened and tested the dryer for a few seconds and knew exactly what was broken and fixed it. Very professional tech, so pleased.

The washer repair man was very nice and unlike your call center did not blame me for using the washer wrong. He was on time and spent a considerable amount of time making sure that the machine would work.



The call center needs some customer service training.

When my ice maker went out, which is has done several times in the past, I scheduled an appointment and service was done the following day. Ice maker was replaced. I noticed new one was "refurbished". Well it is 5 days later and it is not making ice. Called to complain and they offered me a service call 8 days away. Since it wasn't fixed the first time I feel it should have more priority than an 8 day wait.

My Kenmore washer was not draining water after the spin cycle. So Sears Technician came out November 25, 2015, replaced Agitator R/R and unclog the Fabric Softener container which was clog. The speed of spin cycle much better. But what I noticed with this particular Technician he didn't go through whole cycle of wash to see if that solved the problem. OF COURSE, after he left I tested it out and my clothes were still wet, so I scheduled another appointment for Dec. 1, 2015. So the same technician came out and I explained to him that water is still pouring in while in spin cycle the whole time. So now he tells me the Timer has to be replaced. Now I'm upset because he didn't fix the problem the first time. Now I have to wait Dec. 23, 2015 so it can be done under warranty. If the first job was covered and I paid only $60.00 then why do I have to wait. And he charged me another $79.00 for trip, he says that what computer tells him to charge me. Of course once I made phone call to Sears Warranty after the Technician left. They are going to issue a refund to me. Not impressed by this technician at all.

Well, you asked for a candid review and I will provide it as follows:

1. Communication(4 Stars)- In this area Sears excels. In fact, they actually overdo it by sending emails and texts, but I may have asked for that during when I requested the appointment. Updates by Service tech via phone were timely.

2. Service(2 Stars): It took 3 attempts for the service tech to get the dryer repaired. First time, he said he needed to order a part( 1st Wednesday). Although the part arrived the next day, he could come back to install it until the following Wednesday. Then on the second appointment (morning at 9am) the part that was ordered didn't solve the problem when it was installed. Also, when it didn't work and before he found the real problem, he said the part was defective and that I had okayed a refurbished part! This was a fabrication on his part, and I never use remanufactured parts since the labor costs are always high and I don't take a chance on a cheaper part. Again he ordered a new part and had it delivered that afternoon( 1 PM) and said he would be back to install it later that day. I will give a thumbs up for returning to the house early evening and getting it installed. The system appears to be working okay; however, it took way too much time to solve the problem. Maybe I should have call "The Maytag man" directly.

3. Time to Repair( 1 star): Way too long. I made the appointment via online on a Saturday. First available appointment wasn't until the following Wednesday. Second appointment: the following Wednesday.

4. Cost(2 Stars): The overall price was more than expected. I paid 60% of the total cost at the first appointment. Then for the final payment he had to subtract the cost of the wrong part and add the new cost of the new part which itself was over $200, and came up with a ridiculous overall cost. Finally we had to get the main office involved to correct his software problem and arrive at the total Price which I had to verbally okay because of the inability to correct the problem onsite. Once I received the email with the "total price" , I noticed that the cost of the labor was too high and I had to contact Sears, who had to contact the service representative, to correct the charge which I have not yet verified.

4. Candidness( 0 Stars): When I contacted Sears for an appointment , I assumed that the service person was actually a SEARS employee and not a subcontracted company! Don't be fooled. although SEARS may be involved, its not as if you are working directly with them.