56153 M 51 S Reviews

The service man did a good job. However, no one showed up for the first appointment nor the second one that they scheduled. Finally someone after several phone calls to customer service did honor the third appointment. The gentleman was upset that he had to work on the w/d in its alcove. But at least he installed the new parts and I no longer have black streaks on my sheets and pillow cases.

The technician was kind and courteous and punctual. Other than that he didn't do anything I wanted charged me $109 took a screwdriver poked at some holes got them unclogged wanted to charge me almost $600 to balance my machine instead of just leveling it out for me very unsatisfied plan on contacting main office soon

I've never used Sears Appliance repair before, but my mother was a repeat Sears customer for years when I was growing up & we shopped there very often, as well as having a Sears Card. So, Sears was always a name I trusted. Unfortunately, this experience led to some major disappointments. I usually do some online research before spending money on things, but this time, I did not & wished I had. I don't expect perfection & I allow for mistakes & human error when judging but my experience wasn't what I had hoped for & it seems from reading online reviews, it isn't the exception, either. I called the number to set up an appointment for a tech to come over & assess the situation. It's a completely automated line with no options to speak to an actual person. It's $139 fee for them to come out, unless you choose to get the repair, then it's waived & you just pay for parts & labor. The tech came over & was very nice & worked with me on options & quotes. He ordered some parts & I paid for them. I received a link & made another appointment for the repairs. You can use the link to view your upcoming appointment & the tech's general arrival time, as well as change your personal info among other things. I got a part in the mail from Sears then got a call from FedEx saying that a package, the other part, couldn't be delivered because the address wasn't accurate. It was missing the "Lot." I wasn't able to change it on the link or by calling the number, which is one instance where being able to speak to a person would have been helpful. I did get a call from an actual person to talk about my appliance & tell me about filling in the serial number & other info on the link page to help the tech, but this was before the first appointment & I could not get back to that number. The time frame for the tech's arrival time prior to the day of service is from 8AM to 5PM. So basically, the whole business day. They then message you the day of with a time estimate & tell you how many stops the tech has ahead of you. The day of, I got up late morning & since then I had more than 4 updates from around 1:30 to 6:15, which is well after the 5PM end of the time frame. They never showed & I never got a call & I put please call before arrival under the special instructions on the link page. I never heard from anyone. I waited until 7PM, just to be safe. I had things I wanted & needed to do but didn't. I got an email two days later. I could have called the number again but wanted to wait a couple days to see how long it would take for the system to get back with me, hoping an actual person might call, which was not the case. I set up a new appointment. The tech came, did the repairs relatively fast, was nice & helpful, & then left. I asked them about the system & the online reviews & he said the new system is AI & doesn't use people & often the techs get a large workload that they can't always accommodate because of unforeseen issues & repair times & the system doesn't know how to take all that into account. He said there was no number to call to get in touch with a person. I got a link to leave a review a couple days later & I'm leaving this review. I totally understand things happen & it should be understood & taken into account that things go wrong from time to time & it is what it is. I also know that there is a reality to the world we live in. Things are the way they are for reasons. I don't know what Sear's reasons are, whether financial or trying new systems out or whatever else, but from a lifelong customer's first-hand experience, I hope that you think about not just my experience, but all those you can read about online. It's very frustrating & disappointing & seems to not be working as well as it could. I know you can do better. Please. Your Brand depends on it. (Update) I got a response saying they don't want this experience for customers & to call them, but the # is to the same completely automated line with no actual people to talk to. So disappointed & frustrated. Looking through, many people got response with the same #. Wow.

This problem was reported in November, before Thanksgiving, and work was not completed until after the New Year. I will never purchase a service agreement with Sears again. There is no customer service, only AI, so you're just an irrelevant number. Now we'll see if they complete the agreement for reimbursement.

The technician was a good guy. The dishwasher is still not working.

Ridiculous service. Poorest use of AI ever! Not just impersonal but inefficient. Even my name is wrong!

The technician showed up at my house an hour late and then when he got here didn't have the equipment needed to install the part. I had to give him a hair dryer.And an extension cord.And then he talked on his phone while he was here to one of his friends. He was a very friendly gentleman. The refrigerator door doesn't open any differently than it did before he got here and now the door is squeaking.So something isn't fitting correctly.So now i'm gonna have to call back again

I think the person who came for the repair today might be relatively new to this field. I've never seen any repair person looking at the machine's components inside the phone from the beginning to the end. It seems like they are searching for problems within the phone, you know? Others would open the refrigerator to look for and check which part is not functioning, etc.

Appointment scheduled, was a no show without any calls / communication. No way to get an agent to speak to when there is an issue

The first appointment no one showed up. I stayed home and missed work. 2nd basically a waste of time. Said it was the board and it would be $500 for the pet. I found the part on amazon for $160. The real kicker was he took crap in bathroom. Just disgusting