Sears
Unsatisfactory Repair Process

On 21-Jan-12 I requested service for a damaged washer. Service appointment was scheduled fo 04-Feb-12 from 8:00am ot 5:00pm. A two week lead tiem which I find unaceptable because they had no earlier date available. On 03-Feb-12 they were supposed to call to confirm the visit and indicate whether am or pm service will be provided. They never called. I contacted their "customer service" and could not be provided an estimated time and that the technician will call prior to arriving. At 3:30pm on 04-Feb-12 I started calling their "customer service" line, they keept telling to wait that service was scheduled for 4:26pm and that the technician will show up. At 5:10pm and no call from technician I started to call on two different lines to obtain a response, since they kept me on hold for 40 mins on one of the lines. Finally at 6:15pm they confirmed that the technician could not finish his route and that now they would reschedule service for 21-Feb-12. Not only is this unacceptable, it is abusive and not what I expected from Sears. After 25 yrs as a customer I no longer plan to buy again from them.

Company: Sears
Country: USA

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