Sears Roebuck & Company
Repair Appointment Lost Over Wrong Phone Number Recorded by Rep

Our Kenmore oven went out and I scheduled an in-house repair through Sears as my oven is still under warranty. The "customer service" rep that took the repair order said he updated my phone telephone number, which he did not. I was supposed to receive a call the night before to confirm the next days repair. When the call did not come in, I called early the morning of the scheduled repair and confirmed the appointment myself. It was then I discover the customer service rep did not change my home phone number.

As a result, I later received a call stating the technician was unable to confirm that someone was home and I would have to reschedule.

Angry over the situation, I called back and explained the situation and was told they would get a guy to come back and that they would call me with in 1 hour. No call ever came. When I called again, I was then told the driver had already left the area and would not come back.

I explained that I had taken the day off from work for the appointment and that the technician was simply going to have to come.

Nobody was willing to go the extra step. This country has a huge problem with customer service. 9 out of 10 times I need customer service related help, from any retailer, the service is either poor or non existent. Obviously Sears is no different.

Hey Sears, wanna pay my salary for days I am missing from work???

Company: Sears Roebuck & Company
Country: USA
State: Illinois
City: Hoffman Estates
Address: 3333 Beverly Rd
Phone: 8472862500

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