Sears
Garage door opener failed twice and damaged car

I bought a new Craftsman garage door opener, installed it, and it was dead. It was exchanged for a new one, and after installation, the new one failed to work properly. It randomly opens, fails to close properly (engages for about 6 inches, stops, and requires the button to be pushed again. Sometimes it goes all the way down, sometime not. It couldn't be calibrated because when cycled up and down a few times it overheated and shut off). The first service call was cancelled by Sears for unavailability of the service man. For the second one, I specifically asked to be called 30 minutes prior to the service call so I could be home from work. No one EVER mentioned that no call is made for the first appointment at 8:00. So about 8:20, I received a phone call saying the technician was at my house. DUH! How was I supposed to know that he was coming? As it turns out, the policy from Sears is to make NO phone call for the first appointment. This makes no sense. In the mean time, the brand new garage door can not be trusted, so is no longer in use. Yesterday as I was backing out of the garage, the door self-engaged and hit the roof of my car, denting it, breaking the antenna, and scratching the paint.

Sears could improve customer service by coordinating its appointments and not expecting working people to sit home all day awaiting a technician who may not even show up.

Company: Sears
Country: USA
State: Virginia
City: Falls Church
Site: sears.com

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