Sears
Washer Repair Appointment Missed and Rescheduled Eleven Days Later

Sears National Customer Relations
3333 Beverly Road
Hoffman Estates, IL 60179

I made an appointment on Monday 5/16 for my washing machine. The first available appointment was Thurs. 5/20 between 6-9am (I couldn't believe 6am). I took that appointment, made sure I was up and available for 6am that day (today). When 11:30 am came and no one showed up or bothered to call, I called the 800#, they told me that I was still on the schedule and that the service person was running late and he would be there for 1:30pm. I then received a recorded message at 11:40pm stating the technician was running late and would be there approximately 1:30 (after I made the 11:30am call). Now 3pm rolls around and still no tech or no call from anyone, so I decide, once again, to call the 800# and they inform me that I need to be rescheduled for another day! Another day to them was Tuesday, 5/24. So now I am without a washing machine for 11 days (with five kids). That is totally unacceptable! I was very upset with the service people at the 800#, they could care less that I got up at 5:45am for this appointment and waited the whole day and not even the courtesy of a call that the tech was running late, never mind not showing up. With an appointment between 6-9am, how far could I have been on the list? Obviously, not the first customer, maybe the second/third? And Sears still could not make it to my house to fix the washer! I told them that Tuesday 5/24 was unacceptable, they pretty much told me it's that or nothing! They left off with me that the Melville service center would call me back within the hour (by 4:30pm). It is now 6:15pm and no call (they close at 5pm).

I will never EVER buy another Sears product again - and I will tell everyone (family and friends) about the service I did not get and how I was treated, and when I am in a Sears store, I will make sure that I go to the appliance department, and tell every customer there how I was treated and that not only is an appliance at PC Richard cheaper, but so is there contracts ($99 for five years)!

My master agreement protection contract on my washer cannot end soon enough!

I actually worked for Sears service center in hauppauge NY for 6 years in customer scheduling and I would have never treated a customer like that and would have somehow squeezed them in to make them happy. I guess the employees now just don't care!...
Now it is Tuesday the day of my appointment and low & behold no one showed up or even called!

So now I call them at 5:10pm and they said "sorry our technician could not get to you, we need to reschedule you".

Don't ever buy from Sears!!! They don't care!

Company: Sears
Country: USA

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