Sears does not care
A Sears customer review by GetHuman user GetHuman-suzann2 from November 30th, 2017
Background on GetHuman-suzann2's case
GetHuman: GetHuman-suzann2 - can you tell our other Sears customers when your case took place?
GetHuman-suzann2: Yeah. It was late at night, on November 22nd.
GetHuman: Did you reach out to Sears, and if so, how?
GetHuman: And which of these common Sears customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman-suzann2 a list of common Sears problems)
GetHuman-suzann2: "Warranty claim" was why I was trying to call.
GetHuman-suzann2's review of Sears customer service
GetHuman: So how would you sum up your experience for GetHuman's Sears customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman-suzann2: Sears does not care
GetHuman: Can you tell the rest of us a bit more from what happened on 11/22/17?
GetHuman-suzann2: Horrible experience and it isn't over... Though everyone I talked to was friendly and polite - I am extremely disappointed in the process. I have * service contracts for * of my appliances. I had an appointment for someone to fix my microwave back on November *, my appointment window was from *pm - *pm. A technician came at *:**pm, but said he couldn't do anything without a *nd tech... at *:** I called the customer service, and was told someone should be on their way. Finally at *:**pm the *nd tech showed up. Our family was planning to attend a football game at *pm which I had to miss. Two weeks later, my microwave stopped working again, I called and explained it seemed to be the same problem. I was given a *-*pm appt window. I asked if I could please be one of the early stops because my kids had basketball practice at *pm. The customer service women said yes, she would make note of it. I also asked her to make sure they have the part - she said she would. Well... here I sit tonight, it is *pm (one hour past my appt time) and I just got a call from the tech saying he was about *** hour away and asked for directions. He said maybe we should reschedule since he doesn't have any parts for my microwave. I told him that I would still want him to come out because I want him to look at it and make sure it is the same problem and the correct parts are ordered.*Then there is my dryer. I had an appt also scheduled for today between *-*pm. When the dryer tech was out last week he had order the part, but when I spoke to someone at customer service they told me the part is available locally and the tech could bring it or someone would drop it off. Guess what... the dryer tech showed up and thought that I had the part. *I have made several calls today to the customer service number, to check my appt time and make sure the techs were bringing the parts. I spoke with * supervisors: Tony, Connie and Shannon. Though they were polite they could not tell me if the techs had the parts and what time the techs would be arrive. I could not get a clear answer on the parts, and told the techs would arrive between *-* (dryer) and *-* (microwave). Which is after my appt window AGAIN. I am so extremely frustrated.
GetHuman: Let's quantify your experience contacting Sears. On a scale of 1 to 5, how easy is it go get help on a Sears problem?
GetHuman-suzann2: I'd give them a two out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman-suzann2: I'd give them a three out of five on communication.
GetHuman: And what about Sears's ability to quickly and effectively address your problem?
GetHuman-suzann2: For that I would say one out of five.
GetHuman: And finally- any advice for other Sears customers?
GetHuman-suzann2: Call them early in the day or late. Don't forget any personal or account information you might need for Sears to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman-suzann2 taken from his Sears customer service problem that occurred on November 22nd, 2017.