Sears
Refrigerator Ice Maker Repair Left Wires Exposed, Rude Call Center

Contacted Sears Home Repair to schedule a repairman to repair or replace my refrigerator ice/water maker door.

1/8/10 12:30 P.M. The repairman came and fixed the problem however did not push the ice panel unit flush into the refrigerator door. He also left wires exposed on the top of the door (did not replace the cap on the door).
1/9/10 11:00 A.M. I called the 18004myhome telephone number to schedule someone to come back out to fix the ice/water center unit and place the cap over the exposed wires. I spoke to someone who did not speak clearly and was very rude. This call was clearly farmed out to a foreign country. CSR told me that someone would be out between 1-5 today so I gave her all of my information. She then told me I may be charged an additional service charge of $149 if the repairman determined it was a different problem! I tried to explain to her that I was not paying any additional service charge because the job was not completed. I asked several times to speak to a supervisor and finally she put me on hold to wait for a supervisor. When Thomas, the supervisor, came on he too told me someone would be out between 1-5 and again said it was up to the service repairman to determine if I should pay the additional $149 for the service call.

I was recording the CSR conversation because I wanted my husband to hear how difficult it was to understand her. I mentioned to Thomas (the supervisor) that I was going to record our conversation and he told me that I did not have his permission, so I didn't. I ended the conversation with the fact I would be home waiting for the repairman 1-5 as was scheduled.

Company: Sears
Country: USA

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