I called your home repair Tuesday July 12th at 9:30 to make an appointment for a continuing issue with our dishwasher. I was told by your schedulers that the earliest appointment was for Tuesday, July 19th between 1 and 5. When I arrived home from work on the 12th there was a note on my door saying that I had missed my repair appointment. I called your repair schedulers to verify that my appointment was for July 19th. They told me I missed the appointment - that it was for that day between 8 and 12 - (I called around 9:30am) and that I wouldn't be able to schedule a new apointment until waiting 24 hours. I asked to speak the a supervisor and wasd disconnected.
I called back and spoke to someone else - explained my situation again and was placed on hold while they looked into the situation. They came back on the line and said that they were able to "release the 24 hour hold" and could reschedule my appointment - this time the earliest appointments were 8 - 9 days later. I again asked to speak to the supervisor and said that all I wanted was my original appointment. The supervisor came on the phone and said all the same stuff - I could take the later appointments or do without. I asked to speak to her supervisor and was told that she was the top supervisor and there was no one else to talk to. I asked for the number to call for their headquarters and was told they weren't able to give that out. She then asked me to hold and came back on the line and told me that an appointment had opened up for the original date and time I had made the appointment for. I once again asked her for a number to corporate customer service and was disconnected.
I have done business with Sears for years - but am so frustrated at the lack of customer support that I will go elsewhere. My original repair request was simply to repair broken parts in the dishwasher - they were repaired but immediately the machine started having electrical issues.
I find it impossible to believe that I would sit at work and make an appointment for a date/time that I knew I would be unable to make - I made the appointment at 9:30 on the phone and according to customer support the appointment was for 8 - 12 the same day? Then when I simply ask for confirmation of the original appointment the earliest appointment I could get was 8 - 9 days later? Surprising that as soon as I asked for customer service headquarters I was told that an appointment just showed up and was then disconnected.
It's frustrating to talk on the phone to someone with such a thick accent it is hard to understand - but even worse when the aren't able to handle your support call - the only thing they are trained to say is that they are sorry for your inconvenience. This will be the last Sears appliance I ever buy.
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