This is how it began...I called Sears in August for a clothes dryer repair and inquired about the policy that if something can't be fixed, they will credit some of the money back so that one can buy another appliance (my husband works at Home Depot but I thought it best to go this route instead). It would blow hot air but not turn. It was repaired by a very nice man. Not even a week later, the same problem occurred. I scheduled another appointment. House sprites must have been messing with me because when the next person came, it miraculously started after a long pause. Again I inquired how long this fix would last and whether I should simply buy a new dryer. The man couldn't answer that and said to call again should it misbehave. The pauses got longer and longer until...two months later...the same problem. I call and ask if it simply makes sense to replace it but they say I have to give them another try. They give me an appointment for a 1-5 window. The repairman calls me at 1:20, I miss his call. I call him back 10 minutes later and he says that since I didn't answer the phone, he was going to see another client but would get to me within my window of time. At 5:05, I call him and ask his ETA. He says he's on his way to see another client and will "probably arrive before 7pm"! I ask about the window and he says 7pm I should my option unless I want to reschedule. I call the center to ask how the customer is rewarded for being inconvenienced and having to take off of work a fourth day. I speak to a supervisor (Chris) who tells me that it's their policy that they have an additional two hours to arrive after the appointment window! I ask where this policy is written and conveyed to customers and he sits in silence. He then says there is nothing I can do except schedule a morning appointment, wait for the technician to decide they can't fix the dryer, and only [after serious objections from me] did he put me on hold to check the policy and then reluctantly give me some of my money back. He tells me there is no credit or recourse for me and that there is "no one" in authority above him. I didn't know Chris owned Sears! I now have to wait almost a week ( stay home for Thanksgiving because the next person comes the day before and my 90 warranty on the parts is about to expire) because that's the earliest appointment. I did find a customer service number after calling another number I found online and I await a response.
Terrible customer service so far is all I can say!
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