Sears - Manchester

It went well. The cost was sort of a dispute, they charged about $150 and I complained to the State of Piedmont Consumer Services and Sears dropped it to about half that price of $80. I disputed the charge because the guy was there for the minimum amount of time that they said he could come for and they used no parts. So, it could have been the minimum charge.

This worked out fine. They were very informative and they told us we didn’t have to replace the fan unless it would make us feel more comfortable and our tenant more comfortable because she was the one that was complaining about it and we decided to go ahead and fix it even though it wasn’t really necessary.

unknown

This is a bad way to do business. I would use them or recommend them to anyone.

I'm very pleased with the service I received. The technician was personable and went above and beyond what he needed to do.

The same man that was out the last time came out. He was wonderful. It was 10 days from when I called in before I could get the icemaker fixed. The responsiveness - getting it scheduled with 800 people - was 'C' at best.

I was moderately happy with them. Their 800 number and setting up an appointment is no better than a 'C'. Getting a time and getting a narrow window of time - all the 800 service stuff - would be no better than a 'C'. It was a long time to schedule. It was difficult to find out the time of when they were coming. The actual man who came to fix the refrigerator was great. I would give the man an 'A'. His professionalism and his punctuality was excellent. He actually ended up calling me with a time window. It shouldn't have had to be him. It should have been the service itself. When I called them with a dead refrigerator, I was told that it would be 10 days before I could get an appointment for them to come out. They said that they can get an emergency service and someone would call me back in 24 hours and they never called back. It was not cheap. When you call in, before you even set up a time, they offer you a one-year contract. We thought it was potentially the whole refrigerator. So, we ended up paying that, which was $250 for a one-year contract. It costs $100 for them to come out and knock on your door. With the contract, we paid nothing. The repair man himself was prompt, professional and good. I would tell a friend to find somebody else. We have all GE appliances and GE doesn't have service up here. So we're sort of stuck. They could make quicker appointments, keep us informed on when the service man was coming and have an emergency service.

.They gave me a maintenance plans with the extended warranty. If there is a problem with any appliances that I have they send out a rep to take care of the problem. I don't have to pay for any additional labor while I'm with this warranty. The experience wasn't bad they could have a better telephone system, but you get an appointment in the next slot. They come the same day and fix the problem the service has been pretty good,

I was scheduled to have three appliances--a refrigerator, a dishwasher and a microwave delivered on 12/18. I had a contractor in who was going to install the dishwasher and over-range microwave, so if was just a matter of bringing in the dishwasher and microwave still in box) and setting up the refrigerator. At 7:10 am they called to say my delivery would have to be postponed because they hadn't received the items from the manufacturer because of a minor snowstorm. (This seemed odd to me because I had ordered the items well in advance. It was explained to me later that the are not really a warehouse--they generally get shipments from manufacturers and send them out for delivery like this.) The message also suggested I check the website for more information. I did this and found that they had al three items listed as being on the truck for delivery. I called the number and was told that the refrigerator was available to be delivered, and I would hear about the other items within 24-48 hours. When the delivery truck arrived, the crew tried to convince me to let them leave the refrigerator in the living room, although the contractors had made a point of having the area for the refrigerator ready for them. They finally convinced the crew to properly install the refrigerator and this was done. One issue--the contractors had a couple of small step-ladders they were using. One of them needed his but it had disappeared. It turned out that one of the delivery guys had taken it outside and used it without saying anything. One nice surprise that day was that the dishwasher was,in fact, on the truck as well. I did not hear from Sears in the 24-48 hour window they promised, so I had to call them. Between their schedules and the holiday, the microwave was not delivered until the 26th. They also did not make the time window I was given, arriving 15-30 minutes late Not a terrible experience, but not great, either.

Purchased a refrigerator, stove and dishwasher from Sears back on Columbus Day weekend. Overall I spent about $3,500. I'm not really sure where to start with this, as I've never been part of such a first-rate disaster. The stove was on backorder, so I had to arrange two delivery dates (Problem #1). No way to avoid this I guess. While in store, I wanted to ensure that I had any and all accessories needed to do the installs following delivery. I specifically asked if I would need any hoses for the water line for the fridge, and was specifically told: "Nope, you're all set!" Fridge and dishwasher come together. Fridge doesn't have a hose for the water line, so they couldn't hook this up (Problem #2). Now I need to get a hose and do it myself. Not complicated, but it should have been done. Then, after the dishwasher was installed, I opened it up, and pulled out the top drawer...and it flies onto the floor. It appears that a piece that holds the drawer in was missing (Problem #3). I called up Sears the following day. It was somewhat close to closing time (8:45p or so). It became evident very quickly that I was not to be helped. I explained the situation to the rep in the appliances department, and he said I would need to talk to the salesperson that I had worked with in purchasing the units. What?? I'm sorry, but that's complete crap - anyone should and can be able to help you with a problem (Problem #4). I asked what the person's name was that I was talking to, and was told "It doesn't matter." Oh boy...wrong answer, friend. The name matters to me, as I want to know who this unhelpful person is I'm speaking with (Problem #5). He continued to advise that they were closing up, and that they were all waiting for him. What do I care? I'm a customer on the phone that had just spent several thousands of dollars with you. Have a little respect (Problem #6). After repeatedly asking for his name, he grudgingly gave me a name (doubt it was his). I then asked for his manager's name. "It doesn't matter." (Problem #7). Yeah...you can see where this is going. Later than week I drove back to the store and found a manager to explain my plight. Ken Gauthier was the 'lucky' guy who got to speak to me. I will say this, my initial conversation with Ken was very good, and he actually gave me some small amount of faith that things were going to be worked out. He hooked me up with the hose needed, and said he was going to arrange to have a serviceman come out on the same day of the stove delivery so that I wouldn't need to take yet another day off to sit around and wait for Sears to show up. (Their standard delivery process is to call you the night before with a random 2-hour delivery window, allowing for practically no pre-planning - Problem #8). So, I left the store and waited a couple weeks for the upcoming delivery and repair date. On this date, the stove came early in the morning - that went smoothly, and the delivery guy also hooked up my fridge hose after I explained that it hadn't been done previously. I asked him about the dishwasher repair, and as I had expected at this point, he had no idea what I was talking about. (Problem #9). They left, and I proceed to wait...and wait...and wait. After another hour, I started calling Sears. Over the course of the day, I made 6 different phone calls to the Sears call centers, and spent hours of my time being transferred between sales, service, install, delivery departments, with everyone telling me I needed to talk to someone else, and no one trying to take responsibility for my issue (Problem #10). Additionally, not a single person I spoke to could find any information on my case (Problem #11). With my frustration level just continuing to grow (I had taken a vacation day for this??), I started trying to email Ken. I received one response saying he would check on it, but then never got back to me again (Problem #12). I tried calling the store to talk to someone else. By 4pm, another guy in the appliance department broke the news to me - if they hadn't shown up yet, it's very likely they weren't coming today. So, after being advised they would show up to fix the broken dishwasher, they never showed and never called (Problem #13). By this time, I was beyond upset...just speechless as to the complete failure of Sears to collectively take care of a customer that had spent so much money at their store. Though it was just too little, too late for me to really appreciate the effort, the last gentlemen I spoke to at the store seemed to have a greater level of care, actually asked me some probing questions to try and figure out how to help me, and arranged to mail me out the piece that was missing. I think he pulled it out of the floor model and stuck it in an envelope to send to me. At that point, I just didn't care anymore. I just wanted to put this to bed. Sears cost me a lot of personal time and frustration that was completely unnecessary. I get it, the sales guys at the store aren't making any money on me calling and bugging them, but where is the management in these cases? Shouldn't they care? I guess it doesn't matter...my intent is to avoid Sears like the plague as much as is possible in the future. I have never been a part of such a debacle, and don't want to be a part of one again.

I had a good experience. When it was determined I needed a new battery I was offered a couple of different options and they worked with me to get what I needed within my budget. My only complaint was that it took longer than originally stated. However, I did not have an appointment.

It went well. They got here pretty quick after I called and got the job taken care of that evening. I got an immediate response when I called. The technician was here within two days of my first call. He explained what the damaged part was and showed it to me. He described what would need to happen and told me what it would cost before he did the work.