Tupelo, United States
1001 Barnes Crossing Rd
$$
+1 6628104468
N/A
Could not get my story of what was wrong for insurance or warranty sales constantly pressure. If that's what prepare help is ,mission accomplished.
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In the past, this has been an excellent program. With just one service call per year, the Sears Home Protection plan on my stove and dishwasher paid for itself. And to top it off, when the parts for my old dishwasher were no longer available, Sears gave me a credit to purchase a new one with comparable features to my old one. This also includes delivery, installation, and haul away of the old appliance. I am very happy with this. However, getting a timely repair NOW is nigh impossible. The technician (who was very good) set up a follow up repair to replace the wired in light in my oven. The date came and went with me waiting all day (8am to 5pm window) and no repair technician. I wonder if I will every have a light in that oven. FYI: I have been without a working refrigerator in my kitchen since July 6, 2020 (today is Jan. 25, 2021). After the service department CANCELLED my work order to get me a new fridge to replace the one that cannot be fixed, I started the entire process over. Then the wait for the new fridge was 2 MONTHS. Got a call the other day, now it will be LATE APRIL before they can get it to me. After 2 major food holidays (Thanksgiving and Christmas) without, I am used to their mistreatment. If only the people who push the paper were as good and the technicians who come to the house. I really miss the good old days.
I purchased the Sears Protection Agreement and have found that Sears will do anything to avoid honoring the details of this contract. They will send a technician, who is always helpful during their hours all, but has very little power if your appliance is a lemon or deemed in repairable. I’ve had the same problem for nearly one year and my only solution to to continually make new appointments for service calls wasting the time of the technicians. I have called and representatives have said bluntly “I can’t help you” and have on occasion intentionally disconnected in the middle of the call. It’s no wonder Sears is still facing financial problems with this horrid level of customer service.
I was completely astonished when the technician completely dismantled our TV down to bare metal, installed the required parts, and in less than 45 minutes, with great skill, the unit was restored, working as a new unit. Thank you for the technician. Do I have a compliant? Yes, the almost 5 weeks wait time it took from the time of asking for service until the unit was restored. Thank goodness we had another TV to use.
First of all, the repair and service took over a month. Rescheduled twice. When the first repairman, Tyrone, came, he did a great job. Repaired it quickly and went on to service, but he did not have the correct blades, and did not have an air filter. This was on 27 April. The second repairman came on 9 May and replaced the blades and air filter, but did not call before he came, and in fact never even spoke to me. Finished and left. And I don't think the tractor was lubed, even though that is supposed to be part of the service. I've had poor service with Sears on one of my HVAC units in the past too.
The repairman was courteous, helpful, honest and professional. I explained the issue I had with the washing machine in that the machine wasn't getting the clothes as clean as it should be. He looked at the machine, observed the washing action and checked for updates and said the washing machine works properly. I asked why the machine wasn't getting the clothes clean and he said that it wasn't the washing machine because the machine is working perfectly, it is the type of washing machine. This type doesn't clean clothes that well, I would have to agree with him.
The representative was here when he first visited on time. He checked my unit and said I needed parts , which I ordered from him at that time . He however could not come back and do the repair for three or more weeks , which I agreed to. But when he did come back , and installed my parts , the unit still did not work and at that time the only option I had was to order more parts , and wait another three or so weeks for him to install . So here I have been without a washer and dryer for 2 months. I requested a price quote on what he said was the problem now and it was extreme , so I went back to your store and purchased a new unit. The rep told me he had a company that bought old or repairable units and he had called him and I should hear from him quickly. Two weeks now , no call from anyone and I was not left a number to reach the rep nor the guy that was purchasing my old unit that needed repair. My old unit sits outside now and I must find someone or somewhere to put it. This is the first and only follow up from anyone concerning my service. I have used Sears most of my adult life with satisfactory service and reliability. I do not know if I'll use Sears in the future for my service needs.
The technician was very agreeable and worked efficiently to complete the job. I initially thought my ice maker wasn't working but did not give it enough time. It is now working fine.
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