Sears Appliance Repair

2nd repair visit by Sears Appliance Technicians. Initial diagnosis was to replace one of shock absorbers for the washer drum. They were not able to remove the drum, and they were not able to do the repair. The parts were put back; however, the shock absorber was in worse condition with the spin cycle making more noise than before the repair.

I placed a service call for my dishwasher on Saturday and was given a Tuesday service call between 12-4. Was told I would receive an automated phone confirmation the day before and the technician would call me when he was 2 service calls away on Tuesday.
I didn't receive an automated confirmation so I called Tuesday morning. There was no technician confirmed. I talked to two reps and then a supervisor. Supervisor was to look into it with dispatch and call me back in 15-30 minutes. Had to call him back 1 1/2 hours later and had to leave message for him. When he finally called back he still didn't have any news, 4 hours after my first call. I cancelled. Do not recommend Sears for this service which is unfortunate because every other service I've used them for was good.

Sears Appliance Repair gave me a window of 8:00 a.m. to 12:00 noon on Sept. 8 for repair of a dishwasher. When the repairman failed to show up or call, I called the service desk shortly after noon. I was told that the repairman was just leaving his last job and would arrive shortly, and I was promised compensation for the delay. More than an hour later he had not arrived; I called again and was told that he would be there in 10 minutes. He arrived 20 minutes later, repaired the dishwasher, and charged me $198. I called the service centre regarding compensation and was told that they would only give me a $50 gift certificate. I only shop at Sears for appliances and have no use for the certificate; in addition, as I told the service reps, I had had to cancel a doctor's appointment with less than 24 hours notice and was charged $30 for this. The Sears reps that I spoke to were, to say the least, unhelpful.

We contacted Sears to replace the heating element in a Kenmore range at a rental house we own. My daughter, Kathleen, who is the property manager, was told that the service visit was $85.00 and that additional costs would be communicated by the technician upon examination of the range. When booking the appointment, Kathleen asked that she be called with the estimate before work was done and provided her cell phone number. She also said she would be paying for the work by credit card over the phone. She
phoned the day of the appointment to reiterate these details. When the technician arrived, he installed the heating element (we had provided make and model numbers to insure the correct part),
a process that, according to our tenant, took 12 minutes. The technician did not phone before installing the part, took payment from our tenant and charged us $273.50. According to the bill, the part was $54.99 so that leaves $218.51 for 12 minutes of labour. We are on our fourth call to Sears customer service without any resolution. My daughter was actually told by a supervisor that she wasn't paying for time but "expertise." I guess if you don't pay close to $1000/hr, you get someone who has no expertise? We are reasonable people and are happy to pay a fair wage for fair work. This is ridiculous.

Update: The service department stood by its labour charge but a very helpful customer service supervisor named Barb offered to defray $70.00 of the cost. Dealing with Barb was the only positive part of our interaction with Sears. She was conscientious, friendly and helpful.

Ray was great! He understood the connection between technology and repair service on contemporary appliances. He was responsible, intelligent and personable. Sears is lucky to have such a talented fellow. Give him a big bonus and promote him as CEO!

Fixed leaking refrigerator drain valve caused by a design flaw by replacing it with a redesigned drain valve.

The technician is very professional discuss to me every detail of the job need to be done.I will definitely recommend sear's technician to friends.

Our fridge stopped working but freezer continued working. We called on Saturday & arranged for a Monday repair. The technician (Ray) came promptly, identified the product, proceeded to dismantle the entire freezer, including back panels to access the fuse-very strange design. He quickly replaced the fuse, miraculously (in my mind) re-assembled all the parts and proclaimed victory. 3 days later and it's still working. Luckily for us we bought an extended warranty from Sears at time of appliance purchase and not only was repair covered but apparently we will received compensation for lost perishables. All in all a very satisfying outcome to a stressful situation. Would definitely recommend Sears Service with or without warranty coverage

Ray from Sears service department came by to have a look at the tray on our fridge door which cracked. While Sears would not cover it under the extended warranty, Ray indicated that it should be covered under the 1 year Manufacturer's Warranty. He was very personable and helpful in getting me this information as well as providing the Whirlpool Service number so that I could contact them directly. A pleasure to deal with. Thanks.

The problem was idetified immediately. The technician wasted no time at all and solved the problem in a very short period of time. He walked us through the issue and the solution. In the end the freezer was fixed and the kitchen was back to normal within an hour. Very clean.