Sears
Technician Arrived Hours Late and Customer Service Disconnected Supervisor Requests

I scheduled a repair of my washer for June 7. Sears requires you to choose a time slot either 8a to noon or 1p to 5p. I chose 8a to noon. I arranged a day off from work. I chose the morning time slot because I had another commitment at 4p. At 11:40a I received a recorded message stating the technician would be late. I contacted customer service at 11:50a and was told to call back within 1/2 hour to 1 hour which I did. I was informed I was last on the list and it would be late afternoon. I attempted to change the appt. As I had a late afternoon commit. I was told "we are sorry for your frustration". I asked to speak to a supervisor; was placed on hold for 30 minutes and then disconnected. I called back; was asked the same qualifying questions and was told the same information; I was last on the list and it would be late afternoon. I again asked to speak with a supervisor; was placed on hold and disconnected after 30 minutes. I called customer service 5 times without resolution. The technician arrived at 4:15p and provided me with a resolution hotline which I called. I explained the situation and asked for a discount on the $129 service call fee. I was told they were unable to provide a discount for a missed schedule and offered me a $10 gift card to Sears. I declined. I will not buy another appliance from Sears as their customer service department is incapable of handling resolutions outside of their "script".

Company: Sears
Country: USA
Phone: 18005494505
Site: searshomeservices.com

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