Sears

They wouldn't honor the warranty and service. The refrigerator didn't work. They said we had to load it up and bring it to Anchorage which is a 4 hour drive away because they didn't have a service provider contract person in the area and they wouldn't send anybody down. We had to spend $400 to get it fix and it's never worked right. They need to work on post-purchase customer service.

unknown

Customer Service was good but the thing remain with Sears, you know. With the refrigerator, they did not put the handle on the freezer and I had to all them and I had to do it myself and the screw broke off on it and I had to call them and tell them to get out of here and fix it or give me another one. So they came the night I called them and fixed it and left on their way but tonight I noticed the freezer doors dragging so I'll be calling them again. I think its too expensive. The responsiveness was great once I get hold of the sales man but I went there one night and walked around for an hour and a half and nobody helped me and the next day I went there to another department and told them to get somebody to wait on me. Then when once they brought somebody to wait on me, it was great but I told them pretty much that time to pay attention. They were punctual except for getting the salesman on set.

Since I had a Sears Maintenance Agreement on the product this all was performed smoothly and at no cost to me. My television had developed a distorted picture so I called the maintenance center. The item was also still under the manufacturer's warranty and I had already had a negative repair visit from the warranty service that had been offered from one repair center, so it was wonderful to have things handled so smoothly and competently by Sears Repair. The Repair Technician, Rick Huggett, called before the appointment time to confirm when he was going to arrive. He arrived on time and was very professional and took time to determine what was happening to my TV. He did some extensive testing of the TV and showed me where the picture became distorted during a portion of the testing. He ordered a new circuit board. He scheduled a follow-up visit to install the new board when it arrived. When the new circuit board arrived, he was very considerate and he even asked if it was alright with me if another repair tech could come with him to help to move the TV. When they arrived, they handled the product with the upmost care. After inserting the new circuit board, he did testing to make sure that the board was alright. I felt that he was very pleasant, yet professional, to deal with. They both were very professional and careful with my TV. I am highly impressed with the professionalism, the knowledge, and also the care that this technician took with my TV. I have not experienced another technician that was as thorough in the testing ability and the knowledge about this type of TV. This will make me continue to purchase the Sears Maintenance Agreements on my products, as I have received such good care from Repair Technicians like him.