After making an online appt. To have refrigerator repaired, I called the cust service department directly. First call got a recording that said they were closed (which they weren't). 2nd call got me in. The nice gentleman rescheduled my online appt. For the next morning (today) for between 8-12, since it was an emergency. He said I'd get a call in the morning from the tech. At noon, no one had arrived and no one called.
I called customer service and I ended up going through a long list of employees - disconnection by one; forwarded to wrong department by another; hearing different "stories" and policy from each employee etc. I kept getting the story that I had an appt on Monday (4 days from now) and also had a cancelled appt., and NO appt. For today. I wonder if the cancelled appt. Was the one for today? And, who cancelled it? No one is now available until Monday.
I know exactly what was said in my conversation last night with the customer service person. I have basically been called a liar today by a customer support person. If I could not have had an appointment today, I would have called elsewhere for service and would not now have a refrigerator and freezer full of rotten food. No one will even think about the idea of listening to the tapes of last nights conversation to confirm my discussion and appointment. I was promised one thing by Sears, and received NOTHING. No one will take responsibility for the problem. They don't realize how hard and expensive it is to fill a refrigerator with food!
I feel Sears should have some accountability in this matter. They don't care that their employees are poorly/inconsistantly trained, and all quote different policy. I have NEVER been so frustrated in my life. I guess my words of wisdom to others is, don't use Sears Home Services if it can be avoided.
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