I phoned Sears on January 2 to schedule a repair on our washing machine. We purchased this machine in 2004 and purchased the warranty for an additional $200. It has been my experience that warranty repairs with Sears are not prioritized in any way, so I called while the machine was still working, just making a very bad noise. I was given an appointment for January 10, and a window of 8am to 12 pm. I was advised that the service tech MIGHT call before he came, and if I didn't answer he would cancel. I took the morning off from work to be here, and did not leave the house even to walk the dogs after my husband left at about 9:00, so as not to miss the call.
By noon, no tech and no call. I called 800 4 my Home and finally spoke to a real person. She was able to tell me that I'm number 8 on the list, and he's at call 6.in our area, I cannot imagine why they scheduled 8 calls in a 4 hour period. With the local congestion, travel time alone would prevent keeping that kind of schedule. When I continued to express frustration, she transferred me, probably to the angry customer line. The man I spoke to there was sympathetic and apologetic, seemed to understand my frustration, and told me he'd have the tech call me. I waited a half hour, no call, so I called 4 my home again. I was told again that they would have the technician call me, and I gave her two phone numbers, again. I was also given the complaint phone number, and called that. I spoke to Lewis there, who treated me like I was being completely unreasonable to expect them to be there in the time frame they gave me. Apparently, waiting two hours beyond the time frame is considered normal and acceptable. I was given no recourse except to wait.
The technician finally arrived at 1:45. He did call, about 15 minutes before that.
My point with Sears, if they care to rise to this opportunity—I could understand a delay. What I don't understand is 1) why they scheduled so many calls in one morning to begin with and 2) why no one bothered to call to tell me I was going to have to wait almost 2 hours beyond my window just for the tech to arrive. I did MY part and waited all day for the call, and I expect Sears to do their part as well.
The technician is here now, and presumbably he will repair my washer. I have treated him respectfully and have given him little indication of my impatience. He is surly at best, anyway.'
In conclusion, I just have to say I am disappointed in the service Sears has offered me today. It feels like, as the customer, I was given all the responsibility ("answer the call or he won't come") but no right to expect a timely arrival.
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