Appliance Repair Nightmare - DO NOT USE SEARS!!!
You can read my nightmare below. My question to the Brownstone community is how do you manage to repair your appliances without going insane? Is PC Richards (or any other place) better than Sears for appliances and appliance repairs? Fellow Brownstoners, heed this warning – DO NOT USE SEARS FOR APPLIANCE REPAIRS. The customer service…
You can read my nightmare below. My question to the Brownstone community is how do you manage to repair your appliances without going insane? Is PC Richards (or any other place) better than Sears for appliances and appliance repairs?
Fellow Brownstoners, heed this warning – DO NOT USE SEARS FOR APPLIANCE REPAIRS. The customer service is horribly inadequate and they just don’t seem to care whether or not they make it to their appointments.
So I JUST bought a separate, stackable washer and dryer from Sears (Kenmore). I use the washer twice before it stops working. I bought a five year extended warranty thinking that it would save me time and energy. Boy, was I wrong!
I set up an appointment for Friday. Took a half day off. Got a confirmation the night before saying that the technician would arrive between 8:00 and 12:00 p.m. I sit around chewing my nails and decide to call customer service at 11:45 since I have to leave for work. The representative assures me that the fellow will arrive by 12 and the work will be completed by 12:30. I finally leave at 12:45, late for work, and call customer service on the way to the train. I call the direct number later and the woman apologizes and assures me that I’ll be the first person on the technician’s roster and reschedules me for today.
Guess who never showed up? I called customer service, irate, and explain that I’d taken 2 half days off from work and didn’t have a washer (that I had JUST bought) for about a week. They said that the technician would arrive at 2:30 and that the time slots were just estimates. When I spoke to the technician he said that I never should have been told that I had a morning appointment, since it was humanly impossible to get to my house before the afternoon. I was number 9 on his list. When I spoke to the call center manager about all of this he said that he could do nothing for me – no discounts, no replacing lost wages, no empty guarantees that I would be the first person to be serviced if I rescheduled. On both days no one ever called me to tell me that the technician would be late. It was expected that I would just keep waiting around for him until he showed up.
I got off the phone and started figuring out how I could return my Sears items. Anyone else have a similar experience with Sears?
Thanks to everyone for allowing me to vent. Now that I’m returning my washer and dryer, where should I buy my next set?
Four years later and I’m looking for a repair guy and I want to add that my encounters with Sear repair this year 2011 we’re the same. They stink. AVOID SEARS.
I’ve used Sears a few times and they always showed up on time (in Park Slope). Last time I called them was almost a year ago so maybe things have gone downhill?
i used sears and their repair service was great, but i am in NJ.
they always showed up when they said they would.
and we love our kenmore washer and dryer.
I did some limited online research before buying my washer and dryer and found many many people complaining not only about the Kenmore machines but also about Sears’ service. If you can get rid of them, do it!
Look, previous poster,
I took two (2) half days off from work because Sears wouldn’t be straight with me and tell me I needed to stick around the whole day. Perhaps I’m naive to think a customer service oriented business will arrive at a specified time because they value my business. They could have called to keep me apprised of delays, but didn’t. Instead I spent about 2 hours on the phone with customer service where they repeatedly lied to me. All this after I used my washer just TWICE!
I’m not suing them. I’m just returning my appliances and spreading the word that, if you plan on using the warranty and you plan on keeping your job, DO NOT USE SEARS FOR YOUR APPLIANCES. Or, if you really like Kenmore, make sure that you allocate all of your vacation time to missed appliance repair time slots.
I think that we deserve better!
I waited for four appointments for the sears guy to come. He never came within the 8-12 time frame. I am suing them. Anyone want to come and testify?
I waited for four appointments for the sears guy to come. He never came within the 8-12 time frame. I am suing them. Anyone want to come and testify?
Thanks for telling that story. I highly recommend PC Richard. I bought many appliances at the Astoria store (has huge showroom) and was very grateful to an energetic, helpful man by the name of Mohamed, who works in appliances in that store. I bought a refrigerator, dishwasher, dryer, and microwave and stove at great prices. Mohamed has an encyclopedic knowledge of appliances (I was amazed at his product knowledge) and went the extra mile to help me out. I had one of those nightmare consumer experiences with a Kraftmaid kitchen I got through Home Depot which delayed my taking delivery of kitchen appliances by several months.
Mohamed held on to the appliances, calling periodically to check how things were going and did I need delivery. PC Richard has excellent customer service and Mohamed was really wonderful.
Good luck.
PS I had similiar experiences with both Home Depot and Slomins. (Took off almost 1 week in total due to Home Depot nightmare – stay away from them).
Hi –
We had an awful time with Sears too: repeated no-show, and then billed us. Not fun. But strongly recommend Mike’s Appliance Repair, has been very helpful.
Good luck!