SEARS

It was an awful experience for many reasons. First he said there was nothing wrong with the dishwasher and he did not need to do anything. Then he told me that I needed to clean the sides of my dishwasher and underneath on the inside because that was why i had the problem. He then cleaned out the dishwasher and told me that it was my fault that it was leaving bits on my dishware. i am very unhappy with the service provided through Sears. I have had protection plans in place that I will not renew because of this and other issues I have had unresolved with Sears. DO NOT BUY SEARS PROTECTION PLAN!!

They did nothing!

Person showed up at my house to repair my refrigerator, looked at it and said the part was discontinued he was at my house for 5 minutes and charged me 114.00 for his time ,he said. then he left.

Their repair service is terrible. I had four dryers in one year. It was a month of expiration and they charged me for a new dryer. The cost was $385 and that one came in damaged. So a total of four dryers were in and out of this house. It was horrible. I would never buy it from them again. I would recommend them to get rid of their whole repair department, sales people and close up the store.

I had a service contract with Sears for my dishwasher. I called for service (on about 7/25/13) and they said they would be on site 8/5/13 between 8 AM and noon. No one showed up or even called. I called customer service to demand my money back for the contract. They hung up on me four times. Finally I got thru to "Customer Retention". After a long discussion, she extended my contract 90 days and assured that some one would be out today (Sat. 8/17) between 8 AM and noon. At 9:30 I received a 'robo' call saying that they were behind schedule and would try to be here sometime in the afternoon. I find this totally unacceptable. I called "Customer Service" , if you can call it that, and after over 25 minutes was able to find someone that would refund my money on the so called service agreement. I will never buy anything from Sears again.

I had Sears to repair a over the range microwave because they advertise they give a coupon towards a new appliance if yours is not worth repairing. Maybe they do, but when my husband was here alone they never mentioned a new appliance. They just changed him $370 to repair an appliance that I can get new for less than $300. Never mentioned it was cost effective to buy another! That was bad enough, but the guy said he would be back on Jan. 15 to finish the repair because he needed parts. We waited at home all afternoon and when I called to ask if he was on his way at 4:45 pm, I was told he made the appointment for Jan. 18. I have the Jan. 15 date in writing! Sears said it was the technician's fault and they could do nothing about it. Couldn't tell me if anyone would have ever told me about the changed date and didn't seem to care. I asked the technician what happened and he blamed the office staff. Nothing like passing the buck. He also said that they are NOT allowed to say it might be better to buy a new appliance, just to ask if you want to repair or not! I even emailed Sears about this three days ago and am still waiting for a reply or even acknowledgement. I'll NEVER call them again and feel taken. I thought better of Sears, but now know why they are doing poorly!

We called the customer service number on our sales receipt within hours of receiving delivery and installation of our new Kenmore Elite refrigerator. We were given a service appointment for 3 days hence. The Kenmore had been delivered, our old refrigerator removed and the new one installed on time, and was running, but I hadn't been home to inspect it, and my husband who was home but busy, hadn't noticed the lighting problem. The delivery men were in and out quickly. The service repair day arrived but as it wore on and we'd heard nothing, we called to inquire as to when to expect them. The person on the phone said we weren't on the schedule. There was no record of our even having called. We had cleared our busy day to be home. Imagine our frustration and unhappiness. We called back and tried to reschedule, but were given a run around, shunted to various phone operators and yet, after having to explain our situation to 4 different individuals, some of whom barely spoke English, none seemed to be the right person to talk to. At one point we asked that a new replacement product be brought out to the house to replace the defective one. We were told it was obsolete and discontinued !!! We had been told this was a brand new model when we bought it. We called our salesman Ken Davis [at home, on his day off] who had asked us to call if we had any questions or issues. He got on his home computer and checked, telling us what we knew, that our new refrigerator was a current model, not "obsolete" like the man on the phone had said. And yes, we'd given the correct model #. Ken suggested we come to the store the next day where he could work with us and try to get this resolved using the store resources. We did.. he found that the exact color we wanted was on back order, but we could have any other color in stock delivered or even go with another similarly priced model in the desired color if we preferred, even if it was a bit more expensive or a different brand. We really liked the model we'd picked out, so the salesman made some calls to a "special" Customer Solutions representative who promised to get a repairperson out to our home within 2 days, and if the repair could be made simply, without tearing the appliance apart, would be be satisfied? If not, we could trade out the refrigerators at no cost to us. Today, on the appt. day, Greg the repairman called to let me know he was coming. He was right on time, went right to work checking it out, found the problem, fixed it without difficulty and ran through the entire operation to make sure all was well. He made me smile too, which after our ordeal was a pleasant relief. So.. bottom line... the salesman and repairman were top notch and couldn't have been more helpful. Regular Sears customer service is seriously flawed however. They seem to have calling centers that don't know what one hand or the other is doing. The "Customer Solutions" number [1 800 479 5899] , however, tackled the issue and made things right. Customers shouldn't have to resort to secret "solutions" and endure the run around and incompetence we experienced at first ... but I'm awfully glad some people within the company are geared to customer satisfaction.

Bottom line: I would not recommend getting the extended warranty with Sears because: 1) Appointments are hard to schedule 2) you cannot speak to a local representative (pretty sure they were in India) 3) the schedulers are completely inflexible with pinpointing times of arrival and will not make you a priority if an appointment is missed or if something goes wrong with scheduling 4) quality of service does not seem very good.... Details as follows....Our dishwasher stopped working in mid-July. We scheduled an appointment for repair under our existing warranty contract. The soonest they could come come was 2 weeks. At the first repair, the technician determined that the problem was a lose motor wire. He tightened it and the dishwasher worked for a week then broke again. We again had to wait another two weeks for a service visit. They said they would be there between 8 and 12. They arrived at 7:50 while my wife was in the shower, so she did not hear them calling on the phone. They left and when she called right back, the scheduler said the soonest they could come back would be 2 weeks. When they arrived for this visit, they arrived they determined that the motor was bad and that the the part would have to be mailed to us and we had to call them back when the part arrived to reschedule the repair. It came in 10 days and when we called for an appointment, you guessed it, we had to wait another two weeks for the technician to come. We are busy people so the only time we had was the later part of their 1 to 4 pm window. We asked if they would make a note to the repair man to make our visit the last stop of the day. They would not promise anything but said they would make a note of it. The technician came early (before 3 pm when we arrived) so we immediately called and they said we would have to reschedule again. Yes it was another 2 weeks, well, 1.5 weeks to be exact. On this day, our family cleared the calendar for the time slot we were scheduled for 8 am-12pm. There was no call as of 12:30pm. They finally showed up at 1:30. After a great deal of difficulty removing the dishwasher (not their fault) they finally repaired the dishwasher.