I scheduled an online appointment and requested an 8a to 12 noon time frame. The repairman (who was very nice) didn't call or show up during that time. I called their helpline and the first person I spoke with, put me on hold and back into cue for another agent after I explained that no one had shown up. The second person I spoke with at least appoligised for the inconvenience but also put me on hold appearently to check the status of my repair. He came back on the line to say that he saw that the repairman should have been there by 12:18 (it was already past that time) but, that he would call him and ask him to call me with an ETA. When the repairman called to advise that he was on the way to my condo, it was already 3pm. When he arrived I asked him why he was late, and why he hadn't called me with an ETA. He said that with their new trickle down system he had just been given the service call about 30 minutes earlier and had never spoken to an agent and who asked him to call me. Further, he was unaware of the problem with our washer even though I had clearly explained the problem in the free form writing section of our online repair page. Now repaired I have shopped the price for comparable repair and found that we paid a premimum for this service. So, even though our
Repair tech was excellent, the service we received prior to his arrival was deplorable and I paid a premimum for unacceptable service. The only response I've received from Sears Home Service have been canned auto resonse appology emails. I will be Facebooking my experience with their service and asking my friends to share the post with others.
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