Sears
Treadmill Warranty Appointment Never Honored After Long Holds

I purchased an extended warranty on a treadmill from sears. When I called to set up an appointment for repair I explained to the representative that I would need 4:30 or later or a Saturday because of my work schedule. He assured me this would not be a problem and scheduled me for 4:30 or later the following Wednesday. When I received my confirmation call the evening before they gave me a window of 1:00-4:00. I immediately called back and said this is not possible and the rep told me to call in the morning to reschedule. She said there was no notation of a 4:30 or later appointment. I called the next morning and explained (once again) my situation and the rep had me on hold for 45 minutes. She finally came back and I told her I was on my cell phone and at work and could hold no longer. She said she was connecting me to a supervisor. Once again on hold for 20 minutes. When the supervisor came on she said they NEVER SCHEDULE appointments in my area on Wednesday and can never give an appointment after 4:30. I told her I would take a Saturday then and she said there weren't any and I should have asked when appointments are scheduled before purchasing my warranty and then hung up on me! I could not make any more phone calls since I was at work and decided to handle this the next day. The following day I received a call from the service tech stating that he was at my house. He was kind enough to wait for me to arrive 55 minutes later. Once again I called to discuss this matter with customer service and the rep told me someone would contact me within 1 day. NEVER HAPPENED! I would NEVER purchase anything from Sears again and will advise my friends and associates to do the same.

Company: Sears
Country: USA
Site: sears.com

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