Hi, I had a washer appointment scheduled for 8/31, between 8am and 12pm with the service department. I stayed home from work and sat at home waiting for the repairman to show. I called Sears customer service at 12pm for a check of the status. I was told a technician was in route and they would message him to contact me. I never received a call so I called Sears again at 1pm. I again was told he would call me. This went on until 6 pm that night.in total I called 7 times! I finally spoke to a supervisor who informed me that the service techs computers were down so they had no way to get their schedule and she advised me to reschedule for Friday. Wow, no courtesy phone call to say he wasn't going to show up, etc. I had 6 different reps tell me he was coming so I stayed home from work all day waiting.
Well my appointment Friday was scheduled between 1pm and 5pm. Well at 4:30 pm no tech had arrived or called me. I spoke to customer service who advised me that he was at an appt right now, had 2 appts before me and would then be at my house around 6pm. I then asked to speak to a manager to confirm and was told that she would personally make sure he arrived. The managers name was Mary. Well by 6:30 pm no one had called, so I again called Sears. I was told I would need to reschedule and the first appt was the following Wed. I was told the service rep tried to call??? Thsi is impossible, I was sitting at home and my phone was right next to me!
This has been the worst customer service experience I have ever witnessed. I purchased all Sears appliances years ago b/c Sears was known for their good appliances and service. It is very disheartening to see that Sears no longer values the customer. I can't imagine any business could keep their doors open with service like this. I am an executive vp at a large oil company in Houston and I know we would be out of business quickly if we treated customers like this.
All in all, I have decided to use a local repairman that can repair my washer tomorrow. AT this point, I will never buy another Sears product and I will advise all of my friends and family to not buy from Sears as well.
Ron
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