6580 Douglas Blvd Reviews

A+ for repair process (even though it took an extra visit) F for AI and web form usefulness F for replacement parts Isiah was great. His attitude, through the repair process was 100% positive. He did not have much to be positive about, though. The original appointment resulted in a parts order, for an ice maker and freezer light, and another visit, as expected. The install visit went fine for the light but when he went to install the ice maker, the new part would not work properly, out of the box. Another order was generated and another visit set up. This time, the part was physically broken, out of the box, but Isiah was able to cobble together a working ice maker using the old one to replace the broken piece needed to guide water into the tray. Isiah's ingenuity and willingness to go above and beyond saved the day. The AI, that you have to deal with, online and on the phone, is pretty much useless. When I called in my service request, AI managed to assign someone else's email address (don't know where that came from as I had provided my email) to my repair request, along with picking up my home phone number (used to call but no text on that line). I attempted 5 times to change the information on the Sears Appliance Repair Service website, but nothing would fix it. Installer instructions were also added, via the website, with another number for texts (since changes to the phone number were ignored) and the code to open the driveway gate (added since his previous visit) DID NOT get to Isiah, but we managed to connect and get him through the gate to handle the install. The AI and web forms REALLY NEED WORK to make them behave as they should. I'm sure that both work fine for a lot of people, but, if there is anything that doesn't fit what AI expects or the online form is used to try to correct incorrect information, IT CAN'T BE FIXED. Maybe a live person for out of the ordinary requests received by AI should be considered. Definitely need some re-coding with regard to handling changed information from the online form - why even make the form available if nothing entered is corrected and required installer info is not shared with the installer???

Technician was very good 👍

Turns out I didn’t really need a repair. The fix was as simple as flipping the breaker switch back on, but I had just paid the service fee right before we detected it. Tech was a bit adamant about paying the fee before he got started, otherwise the order could have been cancelled. But he did a good job determining the issue, so I guess he deserves a good review for his time.

Fix the problem.

Communication good and courteous.

He was good diagnosing and fixing the washing machine, but he left the parts and cardboard here. I waved at him with the cardboard to come, but he saw me and left.

James was very nice but he could not fix the free standing ice maker! Too old and not parts available!