Athens, GA repair reviews

All Reviews are from verified customers of Sears Home Services.
4.5 out of 5 stars

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  1. Mixed Review: Extremely Poor Communication, Very Slow to Order & Secure Parts - Excellent Quality of Repair

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    Extremely mixed bag so far as our experiences with having our refrigerator repaired. First, only one of the many Sears customer service employees with whom I spoke seemed to comprehend that being without a refrigerator is a somewhat important and urgent problem! That customer service employee was also the ONLY one who clearly lived and worked in the United States. Everyone else was courteous enough, but the answers often varied, depending upon who we were talking with (the earliest repair appointment is on June 29 / I see that there’s an opening on the 22nd, let’s put you there), and the logic and information were often extremely frustrating (our system doesn’t show that your part has been shipped – our system doesn’t show that your part has been ordered – no one can tell you if the part has been ordered, our system doesn’t show that information). Sometimes, the answers were a pure fabrication (your case has been escalated to our parts warehouse, here’s a direct number to reach them [same entry portal as all of the other numbers]). Having said this, after THREE WEEKS of waiting for a compressor to be delivered to our home (and having to PROVE to the representative that we received it because, of course, the system didn’t show that it had been shipped), we made an appointment for FIVE DAYS later for the repairman to come by. We managed to change it to three days later by using the reschedule function on the web page. Then, when calling on the morning of the appointment to try to learn when within the NINE HOUR WINDOW we might expect the service person to come by, we learned that the appointment could not be scheduled for that day, it would be the following day. Still don’t know when we were going to be told about that change. So, finally, two weeks and six days after the refrigerator quit working, a technician came by to repair it. He actually called us a couple of hours in advance to let us know more precisely when we might expect him, and followed up with a call just as he was leaving the appointment before ours. With this part of the process, we must emphasize that we were VERY SATISFIED. The gentleman was professional, skilled, pleasant, and thorough. He wanted to be sure that everything checked out properly and that he wouldn’t need to be coming back out! I think that if the phone support system were moved back onshore, staffed with native English speaking personnel, and backed up with sufficient and accurate information, this process would have: Taken less time Required 1/10 the number of phone calls and communications Left this customer feeling satisfied All of these things might have led to exactly the same result, but our ability to plan would have been greatly enhanced and our level of frustration and need to try to get information might have been altogether eliminated. We might also be happy to choose Kenmore in the future! Right now, it’s doubtful we’ll ever do that again.
    BOGART, GA
    July 05, 2019
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  2. Excellent service

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    The washer seems fixed!!!
    ATHENS, GA
    June 09, 2019
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  3. Never again

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    The window was eight to five. So I spent the WHOLE DAY waiting for a service man. Canceled a luncheon. Guy came at five. You could have told me
    ATHENS, GA
    June 08, 2019
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    Thank you for taking the time to let us know about this. We are very sorry to see that you have had this kind of experience and apologize for the inconvenience. We appreciate your business and hope to assist you in the future.
    SHS SOcial on June 26, 2019
  4. GREAT

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    OUTSTANDING
    ATHENS, GA
    May 13, 2019
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  5. review for our washer

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    The Sears technician came out on Friday and did a great job of troubleshooting our washing machine. It had not been draining properly and he pulled out the drain device and it was full of stuff that had been in our pockets. I don't think that this drain has ever been cleared in the ten years or so that we've had the machine (I could be wrong) but it definitely helped with the problem. And I found some missing stuff!! The technician was very polite and professional and did a great job. Thanks so much for your help.
    ATHENS, GA
    April 22, 2019
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  6. Great Service

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    Response time was very quick. Technician was good about explaining what was going on. Technician kept in touch with estimated arrival time.
    BOGART, GA
    April 21, 2019
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  7. Great Service!

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    Our icemaker went out and it was very easy to get service scheduled. We were very pleased.
    MADISON, GA
    October 14, 2018
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    September 25, 2018
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    September 14, 2018
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  10. Great service

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    The man ordered the part & it came today 8/27/2018
    MONROE, GA
    August 27, 2018
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