Sears
Repairman Late, Service Rep Hummed and Would Not Transfer Call

Called Sears to schedule a repair for my 4 yo washing machine. I was given date & 4 hr. window 8a-12p. Someone called at 11am to say Repairman would be there at 12p. No show. I called at 1p, was on hold over 20 min., cust. service person "Kyra" put me on hold to call repair guy... Came back to tell me he was on his way, he was in traffic. 2:20p, still has not called/arrived. Called "Kyra" back at cust. service to tell her I had to p/u my children at school at 3p. (I had my husband p/u my children) and sure enough the repairman calls at 3p & was a little surprised when I p/u. When I asked why he hadn't called earlier to say he would be late, he gave me the run around also then proceeded to say it was going to cost $129 bucks, just for him to come (which I already knew) he did not sound very professional either. I told him I would call him back after speaking with a supervisor. Called Sears back to speak with a supervisor, got disconnected. Called again, spoke with "Kyra" who said she would transfer me to a supervisor, but literally stayed on the line & would not transfer me & would not even talk. When I asked why she wasn't transferring me, she would just hum or mumble and not even talk to me. I asked why she was not talking she would not answer & she would not hang up, she stayed on the line. When I would say "Hello", she would let me know she was on the line by humming / mumbling, but would not answer any questions. It was unbelievable, have never dealt with such unprofessional people ever!!! I tried calling a "complaint dept" but whomever I spoke with could not help me either, said there was no supervisor & no corporate office number, just gave me an address & said that the repairman had rescheduled me!!

Company: Sears
Country: USA

  <     >