Sears repair services has been nothing but a hassle. I called over a week
ago to have my 2 yr old fridge repaired under my Sears repair protection plan. A "repairman" came last Saturday and said we needed a new control board and that he would be here from 1-5 on Wednesday. At 3pm Wednesday he called and asked if the part had come. I was unaware that the part would be shipped to my house. He said he couldn't come today because the part had not come yet and that he would come Saturday. UPS delivered the part later that day. Today I waited all day and no one came. I received an automated call from Sears. I called them and they claimed they had no service scheduled for me and they couldn't do anything until July 20th This would put us with 10days without a fridge. I asked to speak to a supervisor, waited on hold for 5minutes and was hung up on. I've already taken 1 and half days off from work to have my fridge repaired. The service has been a joke and totally unprofessional. I regret shelling out $400 for repair service and for that fact buying anything at Sears! We spent over $7, 000 on appliances and Sears has treated me like crap. So much for loyalty.

We are long time customers of Sears, as were my parents, and we have always trusted them with our appliance repairs.
I called 1/13/11 for a microwave repair. I paid approx. $125 for a service call, regardless of whether they fix my microwave or not. If they do, the cost will cover all labor, and parts will be extra. The first repair-man came 1/14/11 and said it was a certain part that must be ordered and would cost approx. $350 to fix. He charged my card & rescheduled another appt. for the next Friday, 1/21/11 to replace the part. I waited at home again, for the 2nd time during the 4 hour window, he arrived & opened the part. It was a used, broken part with freyed wires. He ordered yet another part & rescheduled the service call for Tuesday, 1/25/11. I again waited during the 3rd 4 hour window to find a different repair-man. He said I had the completely wrong part & that he would need to order another part & schedule another service for Friday, 1/28/11. OK, this part was going to be covered by the warrenty and I should get all $ back for the originally purchased part, but not until the other part is installed. It's Thursday 1/27/11 and I called to confirm tomorrow's installation time. I spoke to 2 customer service reps who basically told me I had to wait on the part & the first lady said I was scheduled for Tuesday, 2/1/11, then the 2nd lady told me I was scheduled for Wednesday, 2/2/11. I asked for a manager and for any ideas of why it was taking almost a month to fix my microwave! Basically my answer was: Cancel the order & still pay the service call, which will cause me to pay someone else a service call & start all over again, or wait for the part, and they can't refund my $ for the "wrong part" until my next service call. I was told that my "inconvenience" would be noted in my file. I WILL NEVER USE SEARS REPAIR SERVICE FOR MY APPLIANCES AGAIN & I WARN YOU TO DO THE SAME. If you do, good luck with that.

Dishwasher quit pumping water. Called for a service tech who came out, poked around in the machine for about 1 minute, and informed me a needed a new machine. Being ignorant, I ordered the machine and the tech left. He never provided a receipt and said one would be emailed to me. I never received anything but was charged 850.00. Shortly after he left my wife was poking around in the machine and noticed a clogged filter. One minute later the machine works perfectly! He never even checked it. I called Sears 888 number and it took five people and two hours to cancel the order for the new machine. They still cannot provide a receipt. They are refusing to refund the 120.00 repair fee even though they admit the tech lied to me and never did what he was supposed to. They admit the problem but told me that company policy is to not refund the repair amount. Unbelievable. Tech never checks anything, scams me into buying a new machine, never provides any paperwork whatsoever, and they still have the gall to charge me for the call. I'm calling M.C. to file a complaint and prevent the charge.

My husband and I have been a SEARS customer, especially for tools and appliances, for over 20 years. I will NEVER, NEVER, NEVER purchase another item from Sears, and it is entirely due to their customer service. We purchased a top-of-the-line high-efficiency (HE3T) washer and dryer from Sears in 2002. I have been extremely happy with the product, and extremely disappointed with the service. Because I spent so much money on the washer and dryer, and because I have a husband and 2 teenage children, one of which plays baseball, I naturally purchased the service agreement because, according to their website, "A protection agreement can provide you with peace of mind by knowing that if a problem occurs with your product, you know whom to call to take care of it right away." In the 7 years that I have owned the washer and dryer, I remarkably have only had an issue that required service 3 different times. The first issue was with the control panel on the dryer right after we bought it. I got a service appointment scheduled within a week, and it was repaired within 2 weeks - hooray!

The next 2 service issues, however, were a complete disaster. My washer stopped running, and it took 7 weeks to get it repaired. Of course a part had to be ordered after the first technician came out to determine what was wrong. The technician never showed up for the 2nd appointment to install the part. After 5 phone calls, I managed to get an appointment rescheduled for the next day (Saturday). Because I had spent all of Friday at home waiting, I had to run an errand on Saturday morning. I left my 17-year-old daughter and 14-year-old son at home, with my neighbor on stand-by in the event that the tech showed up while we were out. My appointment was CANCELED after the tech called and simply asked for me and my daughter said that I wasn't home, and there was no one over 18 currently in the house. It took another 8 calls, and a threat to drop the washer in front of the store where we purchased it, to get someone to come back out that day - with NO apologies from anyone from Sears. My dryer then stopped working the week after Christmas this past December. I called on 12/31, and the earliest appointment I could get was almost 3 weeks later - 1/18. Of course, the tech did not have the replacement part that was needed, and it took 1 week for the part to arrive. So when I called AFTER the part arrived (as I was instructed to do), I could not get an appointment for ANOTHER 2-1/2 weeks. No matter how many different people my husband or I spoke with, we could not get an earlier appointment, nor did we ever get an apology.

The appointment was scheduled for 8-12 on a Monday. At 11:45, I called customer service to find out when the technician would arrive, and was told that all they could do was send him a message. 1 hour later, with no response, I called back again, but only got the same response. At 1:40, the technician himself called and said he was on his way and would be here in 20 minutes. At 3:45, when he still was not here, I called again, and refused to hang up until I was told when the technicial would arrive. I was finally transferred to the Warranty Service scheduling department (which, for future reference, you need to ask for FIRST). I was told that he had just arrived at the appointment BEFORE me. At 5:45, when the technician STILL had not arrived, I called again, and was told that he had arrived at the next appointment BEFORE me at 4:40!! The technician FINALLY showed up at 6:50 P.M. - now remember I had an appointment for 8-12 IN THE MORNING. I was told that I had originally been #6 on the technician's schedule - and one of the calls he had was over an hour away from where he and I both live. According to the technician, all of his appointments were "8-12".

THEN, when the tech FINALLY arrived, he informed me that he needed to order another 2 parts!!! Although the technician placed an "Emergency Order", I was told by everyone I could speak to at Sears, that they no longer expedite any parts orders. So, the additional parts will take ANOTHER week to arrive, and the earliest next appointment I can get is TWO weeks from now. Interestingly enough, I was told by BOTH technicians that parts install appointments take priority over initial service calls. Sears, however, told me emphatically that this is not true, and I was not able to get an appointment scheduled any earlier than if I was scheduling an initial service call!!!

NO ONE that we have spoken with at Sears has apologized. NO ONE is able to authorize an expedited shipment when it was the original technician's fault for not ordering the correct parts. NO ONE is able to schedule an appointment that is convenient for me, or even guarantee that I am first on the list. By the way - don't believe it when they tell you the appointments are scheduled on a first-come-first-served basis - the routing department schedules the technicians appointments each day for the following day. So even if you are the first to schedule an appointment on a given day, you could end up being the last appointment. And "scheduled between 8-12" means absolutely NOTHING.

So, why did I buy that service contract? Oh... because it would "provide me with peace of mind" knowing that my issue would be "taken care of right away". Sorry, but my definition of "right away" is MUCH QUICKER than 8+ weeks. DO NOT RELY on SEARS SERVICE. The few dollars you may save on SEARS appliances is not worth the frustration and anxiety you will experience in the event that you need it repaired.

I have a fairly new GE Profile refrigerator that I purchased at Sears last October, 2006. In the past week, the temperature of the refrigerator rose to 50 degrees. I called Sears home service repair and made an appointment for today from 8:00 a.m. until noon. I took off work in order to wait at home for the repairman. I was told that the repairman would call an hour before coming to confirm that I was home.

By 11:00 a.m., I called to confirm that the repairman was coming because I had not heard anything. Customer Service representative, Shirika, answered the telephone and informed me that I was still scheduled from 8:00 a.m. until noon and that I should be receiving a telephone call any minute. Just as I was hanging up, she said wait, something just changed. You now have an appointment from 1:00 p.m. until 5:00 p.m. I informed her that was impossible. An “appointment” presupposes that I participated in the making of it. I had an appointment from 8:00 a.m. until noon and that I am an attorney who charges by the hour. I will lose approximately $1,000 today waiting for the refrigerator repairman. I had several appointments scheduled for the afternoon that I had to cancel.

When I asked for a supervisor, I was given the complaint department and spoke with Beatrice. Beatrice told me the same thing - that my appointment is from 1:00 p.m. until 5:00 p.m. and that someone called to inform me of that. No one ever called my house. I called to check on why no one was here from Sears as scheduled. Again, I asked for a supervisor and was told that she was the supervisor, which I knew was not true. I asked for an address to write a complaint, and was told that I had her name and that is all I needed. She would not give me the name of a supervisor or an address.

I had to get online and check Sears' website to obtain an address in order to send a letter of complaint, but still no supervisor’s name. I am very upset that I have wasted a day of my time waiting for a repairman to fix a new refrigerator. It is one thing to give a time estimate of four hours, which is really unfair to working people, but to not stand by appointments is totally unacceptable. I have purchased many items from Sears in the past, but will never do so again.

The repairman showed up at 2:00 p.m. and informed me that I have to order the electronic controller. Now I have another appointment from 1:00 p.m. to 5:00 p.m. in a week. In the meantime, I have no refrigerator and I will need to take another half day from work (hopefully only a half day assuming the repairman comes when he says he will come). I truly regret that I purchased from Sears. I will not make that mistake again.