Sears

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Washer stopped midcycle with water and clothes in it. Called for service, was told nobody could come until 10 days later, on the 30th. We've had Service Policy on all our appliances for probably 30 years. Couple days later the MW quit. Got a service person scheduled to come out on the 27th. By then had called Sears again, got the washer rescheduled for the 28th. MW man came and fixed the problem,I said it was too bad he couldn't fix the washer as someone else was coming the next day for that. The scheduler had said in answer to my question as to why the MW man couldn't also fix the washer 'oh, no, he's not licensed to do that'. The MW man proceeded to fix the washer, called in to the office to confirm this, was told he was scheduled for the NEXT day to fix the washer! The repairman did an excellent job on both jobs, no problem at all with him, but waiting 10 days with a washer half full of water and clothes, and then getting the run-around from the office was quite disheartening. Thinking of cancelling our service policy after all these years if the service continues to decline.

It took Sears 14 days to get parts to respond to a non-working fridge / freezer - and the repairs did not fix the problem purportedly determined by remote analysis. Problem "escalated" to emergency but still took a further 4 days for someone to arrive and replace the condensor (so much for remote fault finding!!). What is the point of a service contract with such indifferent / unresponsive actions????? Technicians seem overstretched, call center unhelpful and tediously slow. Still no response to claim for spoiled food - poor and indifferent customer service!!

i have kept a warranty on my large appliances with Sears. this has paid off for me. my fridge started making a clicking noise intermittently. i was told that before i made an appointment, i should record the sound in case it wasn't sounding off when the repair person arrived. this made sense to me, so that's what i did.

the first repair man did not recognize the sound. he did some checking, but couldn't find an obvious problem.

i did some checking of my own when it was making noise. and the suggestion of a friend, i tried to vacuum well behind the appliance in case in was interfering with function somehow. there i heard the sound and could tell where it was coming from, so i made another appointment with this new information.

the noise began 5 minutes before the second repair man came over. he heard it and identified it and fixed it - no charge due to the warranty (for either visit).

i understand they can't fix a problem that's not being problematic at the time. the 4 instead of 5 star rating has more to do with the people who schedule. they were a little difficult - kind of expecting me to know what exactly was wrong and not wanting to make an appointment until i had it diagnosed myself. that seemed odd.

but - in the end - it was diagnosed and fixed and i didn't need a new fridge. i also was lucky in that it kept being cold even though the fan wasn't being switched on -- it was a faulty switch that kept clicking but not catching.

Thank you Sears for sending a qualified technician that was able to successfully fix our refrigerator. Our technician did a fantastic job and was always on time and very pleasant to work with. We are happy!

The water softener mystery has been solved. We purchased a home two years ago, we have never had a water softener before. The repairman repaired it, educated us on it's use and helped us identify what was connected to it. Overall very timely, very friendly, very adept. We would definitely use this service again if needed.

After 4 years, my Kenmore water heater started gushing water. After calling the service number, it took 3 more days for a repair person to come. When that person did come (showing up late after I had already waited 4 hours) he told me a repair part was necessary and that he would "expedite" the ordering. Well, if expedite means that it will come a week later, then I guess he did. Has anyone heard of FedEx? In the meantime, I was without how water for 10 days. I talked to the service people (who by the way are based in Manila) and to the store manager multiple times to ask for a faster resolution. The answer I uniformly got was "I do not have the authority to help you with that." I probably made a dozen calls. At one point the hold was so long I gave up.

I could not wait any longer, and paid a local plumber to
install a new water heater. Sears, shame on you.

Excellent service by a skilled employee. Cost was $$$ way expensive. Tractor runs great now and I was given good advice for tractor care year round . Did I mention cost of the parts and labor was $$$ Way Expensive?

repaired the oven in a hour , all done , great job, got there on time , called first to say he was on the way ,