Sears

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After a three week ordeal to fix my sear repair warrantied flat panel tv, I still have no tv, spent 12 hours waiting for people and parts that never came and the only response I received was "the parts should be there, call when they get there and we can schedule service". Bite me Sears. I have been a loyal customer but I am joining the ranks of the dissatisfied. Hope the job market picks up when you are all out of work because of the crappy service.

Never again, Herndon Va

QueenSuchnSuch 9/2/10 10:43AM

I wish I had thought to read this before I, like so many others, bought ALL Kenmore appliances for my new home, from refrigerator to vacuum sweepers. I have been in my new house with these new appliances for 5 weeks and have had 4 repair calls on the ice maker/water dispenser for my new, $2500 french door counter depth refrigerator. We lost all of the food in the freezer, including everything we bought for our Housewarming Party. The last repair visit was yesterday. This morning, water is spraying all over the inside of the door and the floor, everywhere except in the glass. I'm calling for the 5th repair in a minute. I will try to get then to take it back and return my money but I have little hope. We bought a cheap Lowes refrigerator and put it in the garage during all of this mess. It is working extremely well and has saved my sanity. I assume that Sears never reads any of this or they would do something about it. Like so many other companies, they want to sell but do not care once the money has changed hands.

Steaming in Savannah 9/2/10 5:28AM

I too was a loyal sears customer. I furnished my whole house with kenmore appliances. I even replaced an old washer and dryer with kenmore for the second time. My parents and inlaws were loyal sears customers as well. I however am no longer!!!
I have a Kenmore HE3 that is only 4 years old. No longer under warranty so after some research I found out what the problem was, so my husband and I tore it apart(they are really rather simple on the inside!) and figured out the part I needed. After going on sears site i found out that the part I needed is sold as a whole drum assembly, and a bearing kit. I read my warranty and I have a lifetime warranty on the drum... well in my eyes I should have been able to receive the drum assembly and purchase the bearings... but not is Sears services eyes! They said because it is an expensive part i had to have a tech out to my house to determine that was the problem, this for $130.00~ I said it was already apeart and I know what I need i will bring it in and show you, "oh no!" was their response, if i had it torn apart they wouldnt service it, and thier service is an at home service so if i brought it in they would not look at it. I had to have someone to my house and pay them to tell me what I already know! So because I am smart enough to figure out what I need and dont need their repair services I cannot get the LIFETIME WARRANTIED part!!! SCAM!!!!!!!!!!!!! its thier money making scheme! SO instead of spending the $400.00 dollars to buy the warrantied part i will be purchaseing a new washing machine SOMEWHERE ELSE!!!! and I also need a new dishwasher(it is 11 yrs old) and it wont be from Sears either!!! SO SORRY SEARS YOU JUST LOST ANOTHER LOYAL CUSTOMER BECAUSE OF YOUR CUSTOMER (not so) SERVICE!! AND YOUR REPAIR SCAMS!!! GOODBYE SEARS!!!!!!!!!!!!!!

Kris 9/2/10 4:55AM

MY HUSBAND AND I HAVE BEEN SEARS CUSTOMERS FOR 50 YEARS. WE HAVE ALL SEARS APPLIANCES AND 3 SEARS WINDOW AIR CONDITIONERS. FINALLY ONE IN OUR UPSTAIRS BEDROOM AIR CONDITIONERS WASN'T WORKING PROPERLY AND WILL CALLED FOR SERVICE (WE HAVE A WHOLE HOUSE SERVICE CONTRACT) AFTER SEVERAL DAYS SOME ONE CAME OUT AND SAID IT NEED A NEW THERMOSTAT SWITCH. A WEEK OR SO LATER OF THE AIR CONDITIONER WORKING SOME TIMES SO TIMES NOT. THEY CAN OUT AND PUT A NEW SWITCH ON IT. I CALLED 20 MIN. AFTER THE REPAIR MAN LEFT (I USE THE WORD REPAIR MAN LOOSELY HERE) and told them now no cool air was coming out., they said they would have the man come back 1 and 1/2 hours later they said the same thing finally after 3 hours they said he couldn't come back because he was out of the area.obviously no go backs for sears. after several bouts of screaming at office people and supervisors. i was finally told that they could not make a new appointment for at least 24 hours. till the repair man reported on his job. then they would schedule some one as soon as they could get a repair man in this area.
consider now that it is 93 degrees out and this is a bed room aircond. in an outstairs bed room for 2 people 72 and 81 years old with several health problems.

i told them i might just put a sign on the aircond. and push it around the street and say it was going back to sears where it came from because they wouldn't repair it.

long time sears customer but no more.

pat 8/30/10 5:06PM

Until recently, I would consider myself a loyal and long customer of Sears appliances. I bought a new dishwaher which soon didn't work. I had to wait about 3 weeks for a technician who was scheduled to come between 8-noon on Friday August 13th. The technician didn't come until after 2 causing my housekeeper to miss her radiation therapy for breast cancer. (My husband and I were out of the country and this was her judgment call.) So I called Sears to complain and immediately asked for a supervisor. The customer service person assured me she could handle my complaint...but only gave me the company line of apology....so I finally asked to speak to someone else who again gave the company line (What part of breast cancer didn't they understand....) She said Sears would write me a letter.....I said Sears should be writing to my housekeeper not me with its apology. Sears cannot write to third parties. I asked what the letter would say. The agent didn;'t know. So I was told to hold for another supervisor and put on hold for another 25 mnutes and I eventually surmised that this was the Sears way fo dealing with customers. On Saturday, I recieved a form letter, not signed by anyone. Sears you could have handled this well but totally blew it, starting at the beginning. Tomorrow a technician is supposed to install the missing broken part. Goodbye Sears.
Virginia Anthony, Chevy Chase, maryland

virginia anthony 8/30/10 12:18PM

We have Kenmore washer dryer stackables, washer keeps messing up. Have had 2 appointments cancelled last minute and told to reschedule again after taking off work twice. They want to reschedule back on Sept. 8th.Thet DO NOT KEEP THEIR WORD. It is waste of time to talk to anyone on phone, service is TERRIBLE. the only thing they said is SORRY. Will never buy Sears AGAIN!!!!!!!!!!!!!

Bozo 8/27/10 4:57PM

I have been a Sears customer for nearly 40 years but I am DONE! My Sears Kenmore Elite washing machine has been nothing but trouble. It is now not working and has the F1 digital symbol whenever I start it. I have been trying to get a technician to my home and have requested they call my cell phone and I can be home in 5 minutes. Three times they have called my home number and I don't get the message until after work! I am so irritated. I called to speak with a supervisor and she said the tech couldn't come until next week. It is the worst customer service EVER!!!!!!!

Roberta 8/26/10 3:06PM

Was in the Poughkeepsie Galleria store this afternoon. Going to buy 2 pair of Harley-Davidson rider boots($155 each plus other mdse. Spent 45 min. trying to find somebody to find out if store had my boot size. Plus @200+ in clothing purchases. Anybody available in shoe area? NOT!!!!!!
Mens dept same thing. I work retail, don't make a lot of $$. I would be canned if I did the "invisibility" act I saw today. Used to love shopping your store when I could afford it before today. Just because I'm wearing jeans and a t-shirt and don't bring kids for back-to-school shopping doesn't make me any less of a human being or customer!!!!!! You can take your Galleria store and shove it! I've had the same experience 3 times in the last 2 weeks. Calling the store is useless, get put on hold, and then after 10+ minutes of being on hold get clicked. I will not go back to ypur Poughkeepsie Galleria store; will go tyo Colonie Center store in Albany. There I am treated like a human being. I live in Poughkeepsie, going to Colonie Center is a 2 hr drive. Will sacrifice gas $$ for good service,

Anonymous 8/19/10 6:47PM

I will never buy a Sears appliance again. My mother, whose also been a client of Sears for over 40 years won't either. It use to be that buying appliances at Sears was the best bet because of their maintenance service, but the time you have to wait to get a technician is ridiculous. After waiting 3 weeks to have my front door elite Kenmore washer repaired I called in again because after the third load the spin cycle is not functioning. Well it turns out I have to wait another 2 weeks to have a technician come again. I live in Puerto Rico and the customer service is in Mexico. I see Sears technicians in our area everyday, & I told them to call the local office so one of them can recheck the washer. They refuse to call, & when I asked for the supervisor's name they wouldn,t give it to me. They said that they are an independent contracter of Sears and that they simply follow procedures, so they did not have to give me that information. No one minds the store like it's owner, and unfortunately Sears has uncaring nonemployee service agents dissatisfying long term customers and from what I've read below it's a growing number. I wouldn't be surprised your service agents corporation belongs to your competition. The sad thing is that there are no local repairmen that know how to repair the washer, so I have to wait for Sears and/or Consumer Affairs take action.

Sandra Sanchez 8/19/10 7:33AM

8/17/2010
We have a Kenmore laundry center which is still under warranty! Just today something went wrong with the spin cycle,(the spin kept execelleranting until the whole unit was shaking and walking across the floor! After checking the unit we call the service number, of course, they would come fix it! on Sept. the 8th!! 3 weeks from now! We called a locale repair man after we hung up and imagine this, he will be here tomorrow! Of course we will have to pay for the warrenty repair!!! We will never buy another Sears appliance again.

Texas 8/17/10 1:40PM