Sears Appliance Repair

D Mark Stebbins

I wasn't sure what to expect with Sears, a mostly defunct entity, but I was very pleasantly surprised. A very experienced, friendly, and honest technician showed up. Called an hour in advance, showed up on time, explained everything in detail. Honestly, not sure I could have been happier.

Debora Broderson

Let me preface this with 'it was not my choice' to use Sears. I recently bought a new home outfitted with Kenmore appliances. They are from their Pro line and appeared to be newish. After moving in, I discovered the top oven of the double wall oven did not heat up. I called the Seats repair number in the user manual and was able to get an appointment in 2 weeks. After The phone rep tried repeatedly to sell me a annual maintenance plan. I declined as I didn't need another monthly charge with all my new exoexpen. The technician was prompt and courteous. He determined the problem with the circuit board after trying to sell me the annual maintenance plan again, I declined. I was asked to pay in advance for the part that was to be shipped to my home. When the part arrived the following week I was told the next morning appt was Jan 7th (3 more weeks away). Disappointed I had no choice but to take it. While waiting , it occurred to me that perhaps another repair company could be hired to install the new part. I called a reputable local service who was able to fit me in Dec 21! I thought great- now I will have my ovens for Christmas dinner. The men arrived and installed the part. And the oven still did not heat!!! As the oven is a Kenmore (manufactured by Electrolux) they were not able to call the help line for troubleshooting assist Appearantly -They have an agreement with Sears to only assist Sears technicians. I was forced to wait for my Jan 7th appt. I called after Christmas to see if I could get anything earlier.....did I mention that all calls to Sears repairs are handled by an offshore helpline in the Philippines!!! They got me an appt on Jan 3rd A different technician also prompt and courteous arrived I explained the new part had been installed but perhaps something more needed attention (a relay not known by the local company as a suggestion) He determined that the new part was defective and also not a new part but rather a precondition part. He again tried to sell me the annual plan and again I declined! He commented that as I was a 'cash' customer the part should have been ordered new not refurbished. They use refurbished parts for those annual plan customers or those warranty repairs. (Keep that last bit in mind if you have repeat problems that don't get fixed or are reoccurring ) The refurbished may only last long enough to get you out of warranty. So - New part is ordered appointment is set for Jan 17th 1st in the morning. On the 16th I get a call confirming my Afternoon Appt on the 17th!!! I call the number and explain U had scheduled a morning appt and that I was unable to switch to the afternoon. She said all she could do was nice the allotment to another day! I angrily accept the morning of Feb 1st. On Jan 31st I received my automated confirmation call telling me my appt was between 1pm and 5pm!!!!! Not the morning appt i had made! ReAlizing it was futile to call the customer number and expect and satisfaction I rearrange,d my day to come home (did I mention I live an hour from work) Sears repair says that if you call after 10am they can give you a smaller window of time with which to anticipate the arrival of the repair guy. I called and was told I was his last stop and he would arrive between 3 and 3:30. So I asked if it could be 3:30 so I could leave after a work meeting. She said she would text the driver and give him my phone number. While I was on the phone with her I initiated a chat conversation with another customer service person. Who also offered a call feature that would give me a 2 hour advance notice of his arrival. With all these precautions in place i proceeded. I headed home at 2:30 , I arrived at 3:25 to a more on the door 'Sorry we missed you' times at 2:59 No call to me No text to me Just the sticky note on the door

Jeanne Gale

My husband and I were very pleased with how quickly the repair was done, our repair man was very professional and took care to protect our carpets on a mucky winter day. I set up an appointment and he was there on time and very courteous, the next day. I would definitely use this service again.

Patty Newman

I will never, ever buy another appliance from Sears ever again. I actually will never step foot in another Sears store. The appliance repair service is an absolute nightmare. When you call for service you are calling a call center and you will be lucky if you can understand what they say. Our GE Profile refrigerator stopped working. We have an infant in the house and it is important to store and freeze breast milk. There is no such thing as emergency service with Sears. The repair technicians do not work weekends nor do they work after hours. When they finally do show up, they assess the problem, order the part (they don't carry parts on their trucks), and reschedule the repair for at least one week out (2-3 weeks without a refrigerator). The service guy, who by the way, has major attitude, tells you to call the call center when you receive the part (they ship it to your house) and they will reschedule your appointment sooner. That is a joke! Save yourself some trouble and shop elsewhere!