Sears
Online scheduling - Call Center Phone Repairs

The Sears website guides you through a process to schedule your appointments online. Twice I have done this in the last three months, twice I have received confirmation e-mails with a confirmation number, and both times the repair person did not show up. After finding a customer service website, I finally got through to a customer service person who informed me that the online scheduling has some problems, and that they encourage people to call to schedule appointments. They were very sorry, but the appointment had never actully been scheduled. They then offered to schedule a new appointment and give me a confirmation number. When I asked how I knew they were actually scheduling an appointment, they said they would give me a confirmation number. I asked why this was different than the confirmation number I already had received, which didn't represent actual scheduling. I asked to speak to a manager and was never connected. I have purchased appliances from Sears for over twenty five years, but will never do so again. I have looked online, and found quite a few similar complaints. If Sears doesn't want online scheduling, don't make it the only obvious way on the web site to schedule an appointment, and take it off altogher. Horrible customer service!!

Company: Sears
Country: USA

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