SEARS

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great service

Dishwasher at my rental was not getting dishes clean. Called Sears re[air service. They came out and repaired blocked pump.

I like their Master Protection Agreement. I think I have all my major appliances with them. They are comparable on price.

Sears delivered the microwave about a week after we ordered it. Their installer wasn't available for another week, so it sat in the box. We were given a four hour window in which the service would be performed and the installer showed up about two hours into that time. He got to work and appeared to run into issues. I assumed he knew what he was doing, so I didn't watch him too closely, but I saw him put the microwave in place and take it back down at least three times. He finally had it working and left. He called back a few hours later and all but accused me of stealing his cordless drill. About two weeks later the microwave started making a really loud buzz noise while it was running. We called Sears and they told us they'd fix it no charge. We were again given a four-hour window. This time the repair man showed up about 30 minutes from the end of the window. He determined it needed three parts replaced, at no charge to us. Another two weeks went by and the parts showed up. A repair man was again scheduled for a four-hour window. This time he called about 3:55 into that window saying he'd be here in 15 minutes. My wife had been waiting all morning for him to show up and couldn't wait any longer so she canceled and rescheduled for the following week. That repair man came promptly and, after replacing the parts, determined it needed another part. He then asked who installed it, since it did not appear professionally done. I looked and there was a sheet metal screw driven through our cabinet through the metal in the side of the microwave. Also, of the two welded nuts on the top of the microwave, one looked like it had been ripped out with pliers and replaced with another sheet metal screw. The one nut that was still on top had been torqued out of square and was angled about 30 degrees from the surface. The repair man determined that the entire unit must be replaced and he called his service center to arrange for it. He told me to expect a call within two days to schedule the installation. Ten days later I still had not received a call, so I called them. They initially told me that I would have to file a new claim with my home warranty. I argued that the microwave was two weeks old when it broke, so it was obviously faulty or broken by their incompetent installer. They put me on hold and contacted my home warranty company, who agreed with me. I called back yet again and explained the situation for the third time to the rudest customer service agent I've ever dealt with. She kept raising her voice to talk over me as I was trying to explain the situation. She said that, since the original install was performed by an independent contractor (chosen and hired by Sears) they were not responsible for his work. After over an hour and a half on the phone, I convinced her (via her supervisor) that I was not responsible for paying for the installation. Today, over three months and countless hours on the phone after the initial call, we were scheduled for yet another appointment. I got a call this morning saying the person who does the uninstalls could not make it, but if I could remove the old one they could install it. The guys show up to deliver the microwave, but know nothing about an install. I called customer service yet again. I informed and quot;Johnand quot; that I was recording the call and he hung up on me. After another hour on the phone I convinced them to give me $100 to have someone else do the labor. Due to all of the problems, my wife has skipped four half-days of work to meet repair/install men. This whole ordeal consistently shows a string of unprofessional customer service with incompetent service. I can say now I will never order any service from Sears again. I've uploaded pictures of the damage done from the original install here: http://tinyurl.com/Searspix

I spent probably about $300 for the appliances. It's a little under counter refrigerator. The appliances were delivered and the contractor put it in. The pricing was good and their professionalism was fine. I would definitely use their services in the future too.

The work overall went good. They were nice and it went fine. I spent $1100 for the price of the dishwasher and the installation. I would recommend them to others.