College Station, TX repair reviews

It took over SIX WEEKS TO COMPLETE a simple board replacement that was a safety recall, potential fire hazard. 1st attempt WRONG PART sent tried to Bill for trip & part. 2nd attempt DEFECTIVE PART was sent tried to bill for trip & part. 3rd attempt they CANCELED PART ORDER after a week and I could GET NO ANSWERS. Every time I called I got a completely different story. Part of recal, not part of recall, you owe $500, no you owe nothing, part was ordered, next time part was never ordered. Each time I would write down time, date, and the name of the person I talked to. On more than one occasion, I would make a follow up call, ask for the person I had last talked to and be told there is no one with that name working there. This even happened twice after talking with a supervisor. “No one here by that name.” Three separate service calls and well over a dozen phone calls. That is an enormous amount of wasted time not only for the Sears employees but the customer as well. The employees at call center were very polite and professional. However; their ability to communicate “off script” was 0. The service technicians were very polite and professional but they have their hands tied because of the inefficient processes they are subjected to. The only reason Sears received a one star rating is it takes at least one star to submit the review. Sears Service is nothing to recommend and I will never buy another Kenmore appliance.

Great service men and I’m glad they were sent to device our fridge!!!

Tech immediately identified the problem and fixed it in about 30 minutes.

Your Direct tech tried to schedule a real repairman to complete the call but was not allowed to. I have not heard from Sears since.

I guess the third time is the charm. All seems to working well now. I appreciate all the help and immediate attention until the machine could be ready for use.