Sears
Ice Maker Repair Appointment Not Honored, Supervisors Unreachable

On Tuesday I called the call center and scheduled an appointment between the hours of 1-5 P.M. I had a phone with me at all times. At approximately 2:30 P.M. I received a phone call and when I answered it was the automated recording from Sears asking me to call to reschedule. Puzzled I called the number and was told by the agent that I had to reschedule because I didn't answer the phone when the technician called. I informed him that I never received a call and that the technician had lied. He then gave me the excuse that they had overbooked and I needed to reschedule. I had taken off work so I informed him this was not an option. I asked to speak with a supervisor and was put on hold and then disconnected.

I called back and this time talked to a woman who asked for all the information again and she told me the same thing as the first representative. I asked for her supervisor and she put me on hold for 34 minutes and then disconnected me.

By this time I was livid and I also attempted to contact them online. I was informed by the agent there that she couldn't locate my file and then came back to tell me that there wasn't even a ticket for me for any repair.

I again called the call center and insisted on speaking with a supervisor. I was finally connected to a person with the name of Ramo's (I think). He was very rude and arrogant and was of no help. The only thing he kept repeating is we can reschedule for Saturday do you want it or not. I asked to speak to his boss and he refused to give me any further information.

The call center is being run by a group of individuals who do not care about customer service or taking the time to try and resolve a problem. It was not my fault that they screwed up the appointment but they would not try to compensate me or even express remorse.

We have spent tens of thousands of dollars with Sears over the years and if I do not get some satisfaction on this I will cancel my account and never deal with you again and I will make sure to tell anyone and everyone I come in contact with not to use your store.

Company: Sears
Country: USA

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