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sears home services Complaint - Terrible Service complaint - Kenmore Electric Range
sears home services Complaint

sears home services Complaint


Terrible Service complaint - Kenmore Electric Range

Had Kenmore range & 3 burners malfunctioned after 6 years, so I had to use Sears Service. (First lesson... don't buy Kenmore appliances, they are junk!)

1st call was OK. Tech was competent and arrived on time. He ordered parts & scheduled follow-on appt 10 days later.

Parts did not arrive on time, so I had to delay 2nd appt. I was given a choice, Wednesday from 10-noon or Thursday from 8-10. I chose Thursday because I need to get to work. I specifically asked if they were sending the same technician, which they confirmed.

Thursday arrives. 10 am passed with no word from Sears. I called and was told that appt was scheduled between 8 and noon! Noon came and went, called again. An "emergency" delayed technician. Finally at 1 pm, technician arrived. A different technician, who knew nothing about this order. He was confused for a while about what he was supposed to do. I'm not sure he really understood the problem, or that he really fixed it (language problem).

Bottom line. Phone support reps don't really know anything about what's going on, and scheduling and choice of technician is very haphazard. Quality of technicians varies substantially.

I hate Kenmore. I hate Sears Service. I which I had never dealt with this outfit.

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SearsCares says: (8 years ago)
Dear karl32,

I'm reaching out to you here to offer an apology and assistance. I'm terribly sorry for the trouble your range is causing and the subsequent disappointment & frustration with your repair of it. My name is Scott and I'm with the Sears Social Media Support Team. 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 range was purchased under and we will call you at your convenience. In addition, include your screen name (karl32) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team

karl32 says: (8 years ago)
In the end, the stove wasn't completely fixed. Sears evidently sent one replacement part that had the wrong mounting hardware. They need to order (and charge me for) additional mounting hardware. I have to wait for the part to arrive, then schedule another visit to see if they can finish the job.

So Sears can't even order replacement parts for their own brand of appliances.

I wish I had my 30-year old GE range back. It just needed replacement burners, which, at the time, I thought were too expensive. Kenmore is junk!

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