Sears
Sears Service - KENMORE ELITE

Sear is wasting alot of time and energy on certain service calls.in order to get a burner replaced on my smooth top range I will have to be home and available for a four hour window waiting for the technician, then wait about 3 weeks for the part then wait another 4 hours for the technician to arrive witht the part and replace it. 8 hours of my time. For a problem they are aware of and could assess over the phone. The service call I placed to Sears was straight forward. A burner on my smooth top range has failed to heat up. It's obvious. It doesn't turn red and there is not heat. I was told I had to wait for a technician (a four hour window) to arrive next Tuesday. This happened previously when this same burner failed to heat so I know the technician will only verify what is quite obvious - the burner does not work and must be replaced. I realize that there could be computer issues involved, but the analysis of the problem could easily be done over the phone or, if need be, with digital photos and email. The last time this burner failed the technician actually showed me how to tell if it was the burner itself and not the computer and stated that they are aware of this type of issue. This does not even address the fact that this burner has failed twice in 3 years. They know it's a problem and yet fail to provide real service. It's now 12/20 my stove is not working right in time for Christmas. Should it take 3 weeks to get an appliance such as a stove fixed?

Company: Sears
Country: USA

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