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sears home services Complaint

sears home services Complaint



Scheduled appointment for non-functioning GE washer that was routinely serviced by Sears Home Services less than 2 months ago. Stuff happens. Scheduled for the day after we get home from vacation (read "lots of dirty clothes"). Plan on taking 1/2 day off work. Technician calls at 7:30AM to say that he will be here by 8 or just a little after. NO SHOW. At 10:30, I call the customer service #. They say they will call the technician and have him call me. NO CALL. At 11:30, someone with English as their 1st language calls to tell me that I'm next on the tech's list and he is already on the way. They are surprised that he hadn't called me already. Tech arrives at 12:40. done by about 1PM. Leaves.
NOW IT GETS BAD. Throw a huge load of clothes in and the washer still doesn't work.

Call customer service # at 1:32PM. They state that they will have someone call me to get the tech back out today. OK.

NOW IT GETS WORSE. 3:45PM: I call again. 20 minutes, then put on hold, then cut off. I call back and ask to speak to a manager. I'm told that I can't and they hang up. 9 minutes. I call again and ask for a manager. She's busy. Put on hold 10 minutes and then cut off.
NOW IT GETS UGLY. call back. told it's too late to get the tech back today. Next appointment is 3 days later. "Nothing we can do about that." finally, get a manager. "Absolutely nothing we can do about that." 40 minutes.
NOW IT GETS RIDICULOUS. Try to schedule an appointment on the web site. Spend 10 more minutes IM-ing with a "Specialist" and simultaneously trying to schedule an appointment. The specialist is one of the same people at the call center that I've been spending my day with so far! Obviously, no help there.
NOW IT GETS SUBLIME. After I jump through all the hoops on the website to attempt to schedule an appointment, it tells me that my Master Service Agreement "entitles you to free support from our experienced Technical Specialists. We'll help get your product working again or schedule an in-home visit, if necessary." That's a direct quote. The phone number to call to talk to the "experienced Technical Specialists" is the same number that I've been calling all day!!!
This isn't even half of the story, but I don't have any more time to waste on this. Bottom line: DON'T EVER CALL SEARS HOME SERVICE CUSTOMER SUPPORT.

NOW IT GETS WEIRD. Here's an addendum for anyone who's made it this far: After writing all that above, I saved a copy so that I wouldn't have to write it again on some other site or email (if I could ever find out how to contact someone who cared). When I pressed the Submit button, I had lost my internet connection and would have lost this post, too. Coincidence or Conspiracy? You be the judge.

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maggee says: (7 years ago)
08-08-2011/After experiencing this same horrible customer service I had to seek out somewhere to post complains about Sears Home Service.
My less than 2 year old Sears Kenmore washing machine broke on July 24th and have been trying to get Sears to my home to fix since then. I have now been given three different appointment days, been told the technician would be there between 8AM and 5PM/ an 8 hour window...are you kidding me, had to take off work to wait for sears service...only to be called by sears to tell me the technician went home sick....and have already paid 230.00 for the 1 year protection plan...to date I still have a broken washing machine. I plan on telling everyone I know and using social media to spread the word buy your appliances elsewhere because if they ever break you cannot get anyone to repair or offer decent customer service.

SearsCares says: (8 years ago)
Dear bobg,

I came across your post here and I wanted to extend an offer of assistance. I'm terribly sorry for your downright frustrating and disappointing experience with Sears repair. I know its difficult being without a washer to begin with; the run around and horrible service you received only made matters worse I'm sure. I'm Scott, I'm with the Sears Social Media Support Team and we'd like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (bobg) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team

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