Sears Repair Service

THINK TWICE BEFORE BUYING APPLIANCES FROM SEARS!!! Let me start by saying that most of the appliances in my home are Kenmore products and have been purchased from Sears locally in Monroe, LA. The products themselves might be reliable, but the REPAIR SERVICE STINKS!!! I have never dealt with such INCOMPETENT and UNCARING people who KNOW ABSOLUTELY NOTHING ABOUT CUSTOMER SERVICE! I had scheduled a repair appointment and was given a verbal confirmation by the Customer Service Representative. NO ONE SHOWED UP! My husband and I had made special arrangements even cancelling an out of town trip to stay home and wait for the repairman. 2 hours into the 4 HOUR window of waiting time, I decided to call to make sure the repairman was coming (did this because I had read SO MANY COMPLAINTS ON SEARS SERVICE). After going through 3-4 CSRs who could not locate my personal information even though I had previously updated my information with at least 4 different reps, I requested to speak to a supervisor.

Long story short...Their computer system didn't even show that I had called them. Now mind you... I had spoken with 3 different CSRs on 8/17/09 and even been given confirmation of an appointment, but they could not even find where I had called. The supervisor said there was nothing she could do but reshedule! I was LIVID because of the inconvenience of having cancelled plans to wait on the repairman with a NO SHOW, not to mention my loss of wages when I have to take off during the week to wait on the repairman. I even called the National Complaint Dept and was basically just blown off!! Working as a professional for over 20 years, I was appalled at their lack of concern and unwillingness to go the extra mile to satisfy a customer which in my opinion would have been to make an exception and have a repairman at my house before the end of the day especially when I was talking to them at 10 am. The only response I received from every CSR was ""Hum", I don't know why it's not in our system. There's nothing I can do"! Even more than the repairman not showing up is the poor attitude and lack of concern displayed by the customer service reps, not to mention how many reps I had to speak to before my personal account information was actually saved and made it into their computer system. I am not a person who usually complains. Actually, I usually send Kudos for good customer service, but it's the principle of the thing!! I know that this complaint will probably not be effective in anyway, but it's certainly worth a try to spare others! I only pray that Sears will make some changes in they way they handle their customers.