The gasket on my washing machine needed to be fixed so I called Sears Home Services (1-800-361-6665) to set up a repair because I trusted their company, and because they advised they will fix any machine even if not purchased at Sears. The fact that I now know their service number off by heart is a joke. Their service through the entire process was disgusting. Sequence of events:
April 7th - Appointment for a technician to look at the machine and give an estimate
April 7th - Sears Home called me to reschedule because many of the technicians called in sick
April 10th - New appointment for a technician to look at the machine - he came and advised he will call us the following day to let us know how much it will cost us before he orders the part as well as how long it will take
April 16th - I called Sears because the technician never called us as he said he would and I thought they forgot about us. We were told the part was already ordered and the promise date was April 23rd. Appointment was set up to come and repair our machine for April 28th.
April 28th - Technician comes to our house thinking it was a first-time visit to give an estimate. He didn't have the part, and when he called Sears Repair they advised him it was never ordered. We were then told it wouldn't get fixed until May 16th.
April 28th - I called Sears Repair to ask them to get this done this week as we've been waiting too long for this and we've been rescheduled on twice already - they booked us in for May 5th between 12pm and 4pm
May 5th - New appointment. Wake up in the morning to a voicemail from the technician stating they won't be able to do the service call today (no reason given to us) and to call the main number to reschedule. I called the main number upset because this has taken a month and we continuously have been let down. They scheduled us in for our original time between 12pm and 4pm and the service was completed.
I am a customer care rep myself who handles problems at my company, so I tried to be patient and understanding during this whole ordeal but my patience exceeded it's limit with Sears. I can understand rescheduling an appointment once, but what I went through was unacceptable. The service was apalling. We continuously got cancelled on and let down and there was no communication to us during this whole event. I had to call and hound them to get anything done. For a whole month I had to drive to relatives houses to do our laundry which was inconvenient enough; The terrible customer service made this experience even worse. We were going to purchase our dishwasher with Sears but after this disgusting service I have no interest in ever doing business with them again. I thought Sears being such a large company would be trustworthy and reliable and it was the complete opposite. I even had to pay full price for the repair and labour after all of this. Even the reps on the phone seemed to have no empathy.
If you can avoid it, please avoid calling Sears Repair for any help. I have never been treated this way by any company and will ensure to spread this word around to everyone I can. Such a simple repair added so much stress to my life to the point I started wondering if I was on an episode of "Punk'd". Don't put yourselves through it too.