SEARS

Excellent service

It didn't cost us anything because our item was under warranty. While they were doing the warranty work on the refrigerator, our dryer was making a noise, like a boom boom sound and the roller needed to be replaced. Technically they did fix the problem. Dryers have four rollers on them and the roller that went bad was in the very back of the dryer. The reason I know all this is because my husband had to end up fixing the dryer. You have to literally take most of the dryer apart to get to that back roller. So, he fixed the back roller, which was making the noise. But, while he had it off - he could have missed it, but this is what he does for a living - I would be like, "Oh your other roller is just getting ready to do the same thing or it's on its way out," and inform us, show us and then say, "Hey, you want me to replace this roller or you want to take your chances?" But, he didn't say anything and he put the dryer back together. So it stops making that noise, technically he fixed it. But then, a week later, it did it again, but it was because the other roller gave out. Here is the thing that kind of made us a little bit suspicious about his motives, the thing was, he was doing the warranty work. So while he was there, he said, "Hey, since I'm already here, instead of charging you full price, the full call what I would charge you for just coming out just to do the dryer, I'm going to give you half the cost of what it would cost and fix it for you, since I'm here already," and we thought, "Oh that's a great deal." When we called him back, we said, "Hey look the noise came back." At that point, we didn't know why the noise came back. So then, he says, "Well, it's $120 or $150," or whatever it was, to come back. I said, "But don't you warranty your work?" He says, "I don't warranty my work when I discount the price." So I was like, "What?" So I felt like we had been kind of taken advantage of because it was the exact same sound. So then my husband Youtubed it. Basically what it was, was, the dryers are very easy to take apart, it's not rocket science. It's just that there are a lot of screws, I think he took out like 50 screws. So you have to track all the screws and know which ones go where and put them back in the right order. So, he did it himself and he pulled the thing apart and lo and behold, there was the new roller that the guy put in and right on the other side was a roller that clearly was totally trashed and obviously was on its last leg. When you looked at the physical condition of the roller, you could tell this was not something that happened in a week's time. This degraded over 10 years or five years or whatever. He should have at least given us the choice. In my opinion, I'm thinking, "Okay, he is going to replace that one. He knows this other one is probably going to roll around a little while longer, but then we're going to have to call him back and then he could come back out for another trip for a full price." So he wanted to give us a deal, but not that great of a deal, he wanted to come back. Here is the thing too, I thought, "Well, maybe he was out of the rollers and he probably was like, 'Well, I don't want to have to come back, I'm just going to fix this.'" Because what is he going to do, leave the dryer completely dismantled and now he has to make another trip? He kind of got himself maybe into a fix and I was thinking, "Maybe that was it." In either case, he could have simply said, "Hey look, I was trying to help you guys out and it ends up I only have one roller, I really didn't factor into the case of you really do need both of these replaced." If he had talked to us about it and given us some choices, I think we would have been reasonable. But, of course, he deals with John Q. Public. So, he maybe didn't want to take the risk, if that is what happened or if we want to thing that he was really nefarious, he was just trying to get another full service call out of it, just to come back, that could have been it too or he could have just been in a hurry and didn't see and just said, "Okay, that's the one that's broken. Snap it on and put it back together." It could have been that, but, you don't know. But, to me, like I worked in an office for 20-30 years and that would be like me typing up a letter and not spellchecking it or something and then sending it out and then, "Oh you want me to fix it? Well, that's going to cost you over time." Here is the thing, despite the fact that we had to go through that, my husband liked the experience of kind of doing it himself, that was kind of the silver lining. This guy was, believe it or not, for somebody who has to come into a stranger's home, he had really good people skills and he was very personable. But, it was just that kind of left a bad taste in the mouth and it was kind of one of those things you don't want to assume the worst of someone, but I would say that we would probably hesitate to call him back. I didn't put him on my top because I have a list of people that I would definitely call back to have work done on the house, he is not on there, that's for sure. The work that he did was good, but it was more the ethics. The work that he did, replacing the roller, he did an excellent job. The roller worked, it didn't fail, it was put on right. Everything was right, right right. Now that my husband has done the Youtube thing, he is going to fix it himself from now on and he would do it again.

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We have a warranty so I do not know how much they charged us for the service. They were great and nice people. They did a good job and the quality of their work was really good.

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