Had Kenmore range & 3 burners malfunctioned after 6 years, so I had to use Sears Service. (First lesson... Don't buy Kenmore appliances, they are junk!)
1st call was OK. Tech was competent and arrived on time. He ordered parts & scheduled follow-on appt 10 days later.
Parts did not arrive on time, so I had to delay 2nd appt. I was given a choice, Wednesday from 10-noon or Thursday from 8-10. I chose Thursday because I need to get to work. I specifically asked if they were sending the same technician, which they confirmed.
Thursday arrives. 10 am passed with no word from Sears. I called and was told that appt was scheduled between 8 and noon! Noon came and went, called again. An "emergency" delayed technician. Finally at 1 pm, technician arrived. A different technician, who knew nothing about this order. He was confused for a while about what he was supposed to do. I'm not sure he really understood the problem, or that he really fixed it (language problem).
Bottom line. Phone support reps don't really know anything about what's going on, and scheduling and choice of technician is very haphazard. Quality of technicians varies substantially.
I hate Kenmore. I hate Sears Service. I which I had never dealt with this outfit.
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