I have been trying to make a repair appt. with Sears since Friday 6/25/10, and today is Monday 6/28/10 and I am no closer to a service appt. now than I was when I started on Friday!
It all started on Friday when my T.V. stopped working...I have an extended warranty on all my appliances in my home - not to mention they have all been purchased from Sears - and the warrantys are all through Sears too! Sears claims that I am one of their "PREMIER" customers! I call the repair number, I was placed on hold for 20minutes (yes I held that long) finally the lady came on the phone, wanted all my information (name, address, make&model of repair item etc.) Then she wanted to know what was wrong, and after I told her that my t.v. stopped working, I wanted to set up an appt. for in-home repair, she asked me to hold on. TEN MINUTES LATER... a repair tech. came on the line and began to ask me the SAME questions this lady just asked. He asked me to hold on for a moment, and then we were disconnected! It was bad weather outside, so I figured the weather is what made the phone call get dropped. So, I waited until Saturday, and I called again. Went through all the same steps again, didn't have any wait time for the first lady to answer - she took all my information again, and then I had to hold for the tech. That took 25minutes! Finally after 20minutes, I hung up!! So, I waited until today-Monday, and I have now made 4 calls! The first call I waited 20minutes and hung up again. then the second call I got through right away, gave all my info again, got to the tech, this time I even got the info of the problem that the t.v. was having, the model and serial # of the t.v., and we were disconnected!! I waited 10minutes, thinking they would at least call me back (since he had all my info) and of course no return call! So, once again, I call them again...waited 10minutes for someone to finally answer the call, had to give all my info again, and before she starts to connect me to the tech - this girl tries to sell me a remodel on a kitchen or bathroom by Sears!! Finally she connects me to the tech named "LYLE" I tell him how upset I am, and how much it has taken to try to make a simple in-home repair appt. He immediately got an attitude and told me not to take it out on him! I said NO, I had no intention of taking it out on him, I just wanted him to know what a big problem I was having, and should WE get disconnected, would he PLEASE promise me he would call me back. His exact words "I PROMISE". He began be asking me all the same questions that the girl I just spoke to ask me, and I told him I thought it was dumb that Sears has the girl who answers the phone ask all these personal questions, simply to connect me to a tech, who doesn't get any of the info relayed to him, and I have to tell him all the same things all over again. Instead of him agreeing with me, he gets a larger attitude, and begins to raise his voice and tells me that if I want him to help me with this problem that I need to stop dwelling on the problems I have had trying to make the appt. and answer the questions he is asking me! I told him FINE - CONTINUE - LETS GET THIS GOING!!! Then he wants me to go through all the steps that I just went through with the other tech - unplug the t.v., disconnect the vcr from the tv, etc. I told him that we have already done all of this, and none of this is the problem, the other tech had determined that a tech needed to come out to the house. He started yelling at me again - told me that if I didn't follow his step by step instructions, then I am jeapourdizing my warranty and I could be charged for the service call!!! I said fine - keep going, what do you want me to do? He said put a tape in the VCR and turn it on to play. I did this, and told him the t.v. was still doing the same thing - no picture. He said it sounded like all you did was push the tape in, you didn't hit play! I said yes I did, listen hears the sound - it works, and he hung up on me!!! Or we got disconnected again!!! AND GUESS WHAT????? HE DID NOT CALL ME BACK!!! I'm so upset at this point that I am making no more calls today!!! (I know I'm cutting off my nose to spite my face, but if I called someone back right now, they would get told off for sure!)

Sears repair never showed up for tv repair appt.. i was told by sears i was #3 on the list in the morning. at 5 pm sears told me he was running late ...he never showed. the next day i was told that he came near 7 pm and no one was home. i said my son and i were both home and she said maybe no one heard the knock at the door. i informed her that the front door was open and we were both sitting on the couch 3 feet away. we never recieved a call from the repair person and of course he did not leave a sorry i missed you note because he was never here. i am shocked that sears of all companies have sunk this low. You have lost my business but even worse than that, now you have to deal with my word of mouth negative testimony and it will only die when sears or i do.

RUN FOR THE HILLS BEFORE YOU PURCHASE A MAINTENANCE AGREEMENT WITH SEARS!!!

Contacted Sears and purchased offered maintenance agreement on my Bosch dishwasher.

Requested service in November (Two weeks prior to Thanksgiving) Serviceman arrived promptly a week later. Evaluated the dishwasher and was told that I needed two parts, control module and pump. Told they would order the parts and schedule return date.

Over a week later, parts did not arrive. To Sears credit, I did receive multiple calls asking if my parts had arrived. Consistently, my answer was no. At approximately two weeks, I received another call asking if my parts arrived. Again, my answer was no. I was then told that their records reflect that the parts were delivered. I walked around my home to each entrance and was told that I did not have the parts. I was transferred to the Indian parts department. There I was told that they would no longer ship parts to me due to it being a potential liability as the parts are expensive. I asked if they could have been delivered to the wrong address. I was told it stated that the items were placed in my garage. Again, I told them I have NO PARTS. I reminded them that for them to ship such "expensive" parts without requiring a signature was their discretion not mine and I politely requested them to reship the parts and require my signature. I was on hold for almost and hour and a half!!! After being transferred many times, I was told that the parts department would have to file a track package request with ups and will get back with me. UGH

Weeks passed and I received no parts and began to call. In December, my neighbor returned from an extended winter vacation and walked over to my home with...MY DISHWASHER PARTS which he stated were in his garage!!! I immediately called sears, requested the parts department (no one available as it was late). I then called ups. I was told that no trace had ever been placed on my packages!!! I called sears the next business day and told them the packages had been delivered to my neighbor's home instead of mine. They told me someone would call to schedule service.

In the interim, a duplicate set of parts was delivered (without signature confirmation mind you). I JANUARY, I received a call that a service man would be at my home to install the parts on January 15th. He installed the parts and my dishwasher continued to not function properly. He then informed me (an epiphany occurred from 10 feet away) that my main motor was leaking and I needed a wiring harness at the cost of almost 400 dollars out of my pocket. I text messaged my husband who called customer service. During that time, I disputed the motor leak and asked if the bit of water could have come from him draining the dishwasher. He stated no. I told him I wanted the 500 dollar voucher and would not pay for any additional repair. The tech manager then called the serviceman while he was in my kitchen. the tech manager told the tech to go ahead and order the parts and that the repair would be comp'd. The tech apologized for the confusion and told me he was ordering the parts and would return on January 22nd. Awesome, I thought.

I received my two additional parts on January 21. I received the automated call confirming receipt of the parts and relayed that my window for my repair was...8am-5pm! I took the next day off and waited. I waited until 10 minutes to 5 and still had not heard from the serviceman. I called into sears service and was told that he was at another location and he would be at my home next. I informed them that when was I going to be contacted about this??? I had waited all day. The Indian gentleman who while was trying to be polite but spoke very poor English, told me he would page the technician and have him call me as to an approximate time.

At 5:50 I received a call from my service man which began "Mrs. Bush, I have bad news"... He then informed me that the couldn't come to my residence without my paying $385 for the repair as his manager forgot to comp the repair in the system. AND the manager was on vacation for a week. He told me that he told the duty manager that the repair was supposed to be comp'd but that they would have to wait until next week until the manager returned. I was beginning to feel as if this was a scam to prey on desperate consumers who just want their crap fixed!

After 2 hours on the phone that evening, I was told the tech would be out the next day and I was a priority. I took another day off and after 12 noon, my serviceman called again and said. My company has decided we are going to give you the voucher towards a new dishwasher and not repair it. I was stunned. I reminded him that the parts were on my counter and that I was told the repair would be comp'd! He said there was nothing he could do. AGAIN, I began calling. After more hours on the phone, I was upset to learn that this company who is contracted by Sears, and represents Sears, really isn't accountable to anyone. There was not one individual who could assist me in holding this repair company to their word. I reminded one of the customer service specialists "if they had no intention on repairing my dishwasher, why did I have the parts currently in my possession and a tech scheduled to come out to my residence"??????? This seemed to make sense to a few of them however after repeated phone calls, a second day off of work, a broken dishwasher, I decided I wanted my money back that I paid on my maintenance agreement and I would purchase a new dishwasher from another company entirely. HA! I was then told the service company would prorate any work they had done!! I reminded them that my dishwasher was still broken and I have been inconvenienced and deceived. Not to mention waiting for over 2 months!!! I was told that there was nothing sears could do in that regard HUH??????? She gave me the number to the tech manager of the service center. She said she spoke to him and he would explain the situation. I attempted to call him and was told by his secretary that he had been out of office all day...

I called the customer service line AGAIN and told them I don't want the voucher. I want a full refund or I want my dishwasher repaired and the repair comp'd just as the service manager had stated. She told me that the tech manager wanted to send a tech to retrieve the new parts. I told her do not send anyone out unless they are going to repair my dishwasher.

My dishwasher is still broken, I have had no additional phone calls and frankly don't know where to call. I will never purchase an appliance or another maintenance agreement through Sears. I will purchase from a local company who is not so large that they don't have an adequate customer service system in place. I will gladly pay more money rather than deal with being scammed and not treated as if I am a valuable customer.

Where do I begin??? First of all, I have been a long time preferred customer of Sears and have given Sears a lot of busineess recently and in the past. My most recent purchase was over $800 worth of tires for my car, which ironically enough, was the same weekend that this ocurrence took place. On May 3rd, I had a repair person come out to my home to look at my Kenmore Dryer. The heating element kept turning off and on during the cycle and my clothes were taking half a day to dry a batch. Prior to Sears coming to my home, I had the airduct company come out and vacuum and clear the airducts. That cost me $100. The problem was still not fixed. When Sears came out to my house, he asked me to explain the problem to him. Without looking at the dryer, he said he knew what the problem was and that it was going to be expensive. I asked him if I would need a new dryer and he said "no" you need to have your airducts cleaned out. When I told him the company was already out the previous weekend and spent over an hour at my residence clearing the line, he said they missed something. The repair tech pulled the dryer away from the wall and pulled the hose out to show me that the dryer was hot and that it was doing what it was suppose to do. I told him it is usually initially hot but then it turns to cold air. He said the dryer was fine and that I owed him $122.00. I told him that he didn't fix the dryer so it is not an estimate. Sears website clearly states that they give you an estimate of what it would cost for the repair and you can decide to decline or accept the estimate to have your appliance fixed. The tech never even took the panel off the dryer before he determined the problem. The whole time he was at my house, the panel did not come off the dryer to look for possible other problems. I told him I would pay the $65 for his trip as agreed upon, but since he can't fix my dryer it did not make sense to pay him additional. He was insistent that because he gave me advice, that I had to pay the additional amount. I asked him to call his supervisor. He was upset, but phoned his supervisor that told him to have me pay it and I can dispute the difference to be refunded back to me at a later date. I was insistent that I had been using Sears for years and that unless they give me a quote on what it will take to fix my dryer, I only owed the the $65. He then told me I can sign something stating that I declined the estimate. By that time, I was very uncomfortable with the tech and signed the form. The tech. then proceeded to tell me that Sears is struggling and may be going out of business and that they just had a meeting and were told to collect as much as they could from the customers. Once I supposably declined the so called estimate, the technician told me that I needed to pay an additional $5 for his gasoline. After he completed his paperwork, he decided that he would not charge me the extra $5 for gas. His conscience may have got the best of him. I called the airduct company out for a 2nd opinion. The owner of the company and his technician came out and said the airducts were perfectly clear and that there was a problem with the dryer. They were pretty upset with Sears and indicated that I was lied to by the technician. I phoned Sears once again and told them my story and they said they would send another tech out to my home and I would not have to pay the $65 again. They said they would put that on the service order. I know that they did that because when I called Sears this week, they read it on the order. The tech was scheduled to come out between 8 & 12. I told them I absolutely needed to leave my home at 12. At 11:15am, they phoned and said they would not be out until 1:00-2:00pm. I was extremely upset as I cannot meet with them during the week and can only meet on Saturday. I had a very important appointment to go to at noon and did not want to wait any longer to have my dryer repaired. I phoned a supervisor and she sent a different tech out. I had asked the supervisor to make sure she told the tech that I would not have to pay a new service fee and to give him some history on how I have been treated. The tech arrived about 12:15pm on May 24th. He immediately went into my bathroom and said to me "you know this is a recall, and before I start anything you will have to agree to pay me the $65 trip charge." I told him "no" and explained to him my prior experience and that they were suppose to put "no trip charge" on the order. He said that I still had to pay since I "declined" the previous order. I explained to him that it wasn't a decline and that the tech could not fix my dryer. He said if you don't pay I can't work on your dryer and started to walk away. I asked that he call the supervisor that set up the order and he said he did not need to call the supervisor. By that time, my husband heard him arguing with me and knew how poorly I had been treated through this experience with Sears. The tech had already decided he was leaving and refused to call anyone so my husband told him to get out of our house immediately. I have to admit that my husband was very heated and frustrated and used some language at that point as he escorted the tech out. My husband had seen me in tears over this matter and could not believe that this second tech was also trying to collect unwarrented money from us. I phoned Sears to ask that a supervisor call me to straighten this out and I have yet to hear from someone. On Sunday, my husband took the panel off the back of the dryer and disconnected the airhose to see what was going on. At first the dryer was hot and then went to cool air. This is not an airduct problem. They hose was not even connected. My husband also went out and bought a sturdier hose to see if that might make a difference. The condition continued. It is definitely a problem with the dryer. Possibly the thermostat or sensor. In the meantime, I am out $65, I have had excessive upset and frustration and still do not have a dryer that works. My co-workers can not believe the series of events that I have gone through with Sears and it has gotten worse. I would like Sears to stand up and take care of this matter. I really don't want to exploit this, but I want it to be taken care of. I would also like to be reimbursed my $65 for all that I have been through. Bottom line is that I sincerely want my dryer fixed. I hope that Sears stands up and takes care of this. If this isn't resolved right away, I can no longer be a Sears customer.

Sincerely,

Joan Hoy

We wanted to buy the appliances for our new home in town to support local business. We spent $12000.00 on all appliances. We talked with Sears local store and decided to stay local. After 15 months, the Amana Refrigerator compressor stopped working. There was a one year warranty one the refrigerator with 5 years on the compressor. A fridge is a insulated box with a compressor and cooling fins. There is very little that can go wrong with a fridge. We scheduled an appointment. The service guy comes to house and takes the fridge apart, says it’s “the compressor”. He puts the fridge back together and leaves one screw out on the counter. He says he’ll need to order the parts and come back next week. The parts arrive in two days. We need to wait another 4 days for the appointment.

Appointment day arrives. We receive a call from Sears saying they can’t come in the morning because it’s a compressor repair, they have to come in the afternoon. The afternoon arrives and we receive a call from Sears saying they don’t have anyone that can work on compressors, so it will now have to be 4 more days before we have a refrigerator. I call and talked to a “supervisor”, Dorothy at Sears repair. I told her this was unacceptable and asked to talk with her boss. She said she could transfer me to “customer service”. The phone rang about a dozen times and disconnected. It is very frustrating trying to talk to anyone at Sears. They have a phone tree that will not allow you to get any where without being on hold for 10 to 15 minutes.

After this discussion with Sears repair, I sold all the shares of Sears’s stock that we own. Any business run like this should be out of business.