Technician ( Rennie ) was great ( Sears CS negative 5 star)
Both Technicians that visited my home for a simple refrigerator repair were great. However, dealing with Sears customer "non" Service was painful and uninspiring.
The 1st tech came to our home in early June 2024. Diagnosed problem and ordered parts. All seemed OK. Actual repair scheduled (1st time) but nobody showed up. I called in and when I finally got a hold if a human on the other end of the line, they claimed that all parts had not arrived at my house yet. However, I had received all parts. They claimed that I had not. So, they ordered the 2 parts they said I didn't have and rescheduled. Again, nobody showed up on the scheduled day (2nd day of work missed) When I finally got ahold of a human again, they then said that the right parts were not ordered. Remember I already had all 4 arts needed at my house, these parts arrived when they were initially ordered. then on the third attempt to schedule a technician to actually do the repair I was told that they re-ordered everything and now I had a balance due of over $400 dollars. This was for them to resend the same parts that I already received in early June. I told them for the 4th time that I didn't need any more parts and they finally scheduled a tech to come to my house and complete the repair. a full 14 weeks after the first tech came to my house to diagnose the problem.
Suggestions: Give your guests an easy way to get in touch with a human. Being lost in the recorded messaging loop of death is not fun. Human contact and properly trained Americans in Guest Services would have allowed for simple communication a much happier customer.
PS: I canceled my warranty coverage today. I will never be subjected to this type of interaction again. I can only help that someone that gives a S*#T reads this and helps future customers.
