Respected sir/madam,
My satisfaction with the contractor A&E technician that Sears sent was good (4 out of 5 stars). However, my experience with Sears Customer Service was beyond a nightmare. Sears has completely lost a customer, plus my family members. I will never go to buy one product or request a service from them.
I had a water heater repair on 01/05/11. After the repair, it broke down on 1/27/11. I called Sears again at 8am and made an appt. for 1/27/11 between 1-5pm for an emergency water heater repair, which by the way took 3 Sears reps on the phone to set the appt. No one called, left a message, or showed up that day. I call Sears again the next day 1/28/11 and a Sears rep tells me there was no appt. set up! I then ask to have a repair done that day 1/28/11 since it was a mistake Sears made. After speaking with literally 9 Sears reps, including a supervisor who said would call me back, but never did, got no where. It was completely exhausting because everytime they passed me onto a new rep, I had to explain the whole story over. Finally, I gave up & an appt for the next day 1/29/11 was made. A tech was suppose to show up between 8am-12noon. Past 12noon, no one showed, and I called Sears to see when they were coming. The Sears rep said after 12! Real specific! (sarcasm). Is it at 5pm?! 8pm?! 10 pm?! Because theyre all after 12! They told me they would put in a request to the Tech to call me to let me know around what time they would be arriving. No one called again! The Tech came past 3. I was scheduled to work that day, but I couldnt go in. I couldnt even run errands.