I purchased a Kenmore dishwasher with an extended warrantee. It has broken many times. The last time it broke I called and the earliest I could get it fixed was in two weeks. I was given a four hour window during which no one showed up. They did not even afford me the courtesy of phoning me to tell me that they weren't'coming. I wasted four hours waiting for them. I called Sears back and was told that the reason no one came was that there was no technician available, but that they could give me another appointment to have my dishwasher fixed in another two weeks. I felt that by purchasing an extended warrantee that I had the reasonable expectation to have my appliance fixed in a few days, not a month. I feel cheated. Furthermore, there not having the courtesy to cancel a repair appointment was extremely rude.
I was at Sears to buy a tv stand. The one I bought was such a good price. I brought it home but I couldnt figure out how to put it together. I went back to the store and told them I needed help. They were more than happy to help me. Andre Serobyan and Sergio Mendoza took care of tv stand. I appreciate their kindness. I will go back to Sears to thank them again.
I declined. And I hope anyone else who has been screwed over by SEARS will share this and tag them. And I hope Andre made it back to Claremont safe and sound. Maybe there he can find a place to park.
We had an appointment today, November 11th, for a refrigerator repair call with the "trusty" people at the SEARS Home Services. I got email after email confirming that the technician would be at our house between 10 am and 2 pm. So guess what I did from 10 am to 2 pm; I waited! Because a four-hour window is such a reasonable amount of time to wait for someone to show up. I mean, I know I often schedule my business meetings "Sometime between sunrise and sunset".
I asked to speak to a supervisor. Thank goodness she recorded the call because we actually confirmed that the $50 gift card wouldn't be emailed for three days and the claim that I could use it to pay for the service call was false. She then offered me 25% off the repair! Cool, I now have a percentage of an undisclosed amount, instead of a cold. hard. gift. card... email.
Anyway, when my trusty SEARS Repair Guy didn't show by 2 pm, I called. I was told by the automated system that my repair time was now scheduled for 3:15 pm to 5 pm. Which was news to me and the Call Center person I spoke with next. Which is pretty cool if you think about it; SEARS' software is so advanced that it automatically pushes back scheduled times so that no one has to admit they can't stay on schedule. 'Sunrise to sunset' indeed!
I called once and texted twice before I called SEARS. The Call Center person I talked to this time didn't understand. He said, "Your technician checked in at your home and must have left to order parts for your refrigerator. I explained that he would have had to actually look at my refrigerator to do that unless he has a psychic service connection from his van. I talked again to a Sears Supervisor. She was apologetic and agreed Andre was acting strangely. To make it up to me, she offered to schedule us by the end of next week, because you know... they have appointments to keep between now and then.
"How Andre The Sears Repair Guy Showed Up 2.5 Hours Late and Drove Off Never to be Seen Again"
The call center person apologized for my inconvenience and reluctantly offered a $50 gift card that she could email me and I could put toward the cost of the service call today. We both agreed that was insufficient, but she repeated, "that's all I can do". I knew one thing I could do was cancel, but I'd already waited and I need to find out what's wrong with our fridge. Then she said, "Your technician will be there sometime before 6 pm". Do you see what they did there? They are Time Lords!
I wanted to buy something and she asked me for my address. Who does that. So I took my business elsewhere. No wonder they got a 2.7 sears sucks. How do these crooks stay in business
Mary Lee is the most courteous and wonderful representative of a world class luxury retailer; the epitome of great professional excellence, and made me feel like a lifelong part of the Sears Family!!
Here's a fun lil' story about doing business with SEARS, titled
I gave him the options again. He didn't budge. I'm starting to see why he has time management issues. I cut out the options and tell him to park in the garage at the opposite end of the building (there were spaces across the street, but they didn't suit Andre's sense of urgency). He said, "okay, I'll go find the garage". And I never saw Andre again. And I kinda knew when he pulled away, that this would be the last time we'd talk.
So, I waited, because time means nothing to Time Lords. At 4:22 pm, Andre gives me a call. He asks if I still want him to come out. Are you kidding, I can't wait to meet Andre! He said he's on his way. 4:39 pm I get my second call from Andre. He says there's no parking. I go out to the street and tell him his options for parking. He seems hesitant, perhaps even despondent; like when you close your eyes and imagine your last vacation, only to open your eyes and see that you're still a SEARS repair guy 2.5 hours off schedule.
Sears is a US Department Store based in Burbank, California. Sears is located at 111 E Magnolia Blvd, Burbank, CA 91502, USA.
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