Sears
Sears Service Sucks... No Show... TWICE - Refrigerator Repai

Sears Service Sucks... No Show... TWICE

I had already took off a work day 3 weeks ago for a Sears Technician to look at my refrigerator and order a circuit board. The part was delivered to my house and service was scheduled for last Saturday from 1 - 5 PM. At 4:45 PM I got a little concerned and called. I was told that I was still in the queue for service. 6 PM or so, no call no service technician. Called again and was told he may still be making calls. 8 PM no call no call. Called again and was told the technician had put a note in the system that no one was home at 5:17 PM... Which is a big lie. I was home all day and had my cell phone was on me all day waiting for any calls.

Service was rescheduled for today. Given last bad Saturday's experience, I requested that my call be as early in the morning as possible. I was given a window of 8AM - noon with a notation requesting an early service call. 12:15 PM rolled around and no technician and no call so I called. I was assured that I was still in the queue. Multiple additional calls were made to Sears, including one where they told me the tech had completed his prior call at 2:15 PM and I was his next scheduled call and he should be on his way. At 4 PM I received a call saying they couldn't send the tech out (no reason why) and they were canceling the service call. I asked to speak to the Tech Manager who made that decision but I never received a call back.

Trying to get a service before the end of the day, I made countless calls to Customer Service and a "3rd Party Resolution Team" to see if they could send someone else. The answer was NO. And I was even more flabbergasted when they told me the Tech Manager had pulled the tech from my service call because the Tech had reached his limit for the week and they did not want to pay him overtime! That's not my problem, that's there scheduling problem. You just don't cancel customer appointments on short notice. My appointment had been confirmed twice yesteday and several times today.

Also, no one at Sears will give you their direct phone number so you have to call a call center and repeat the entire story. I must have spoken to at least 8 different people at Sears today and I don't have my refrigerator fixed or have a new appointment. The onus is back on ME to call them back to reschedule.

I can't tell you what a horrible experience this has been.

Company: Sears
Country: USA

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