Sears Appliance Repair

Willard Hogan

Technician was great. Professional, great advice and quick work. My problem is with Sears service. Follow-up service not scheduled properly, parts not ordered and when I called nobody could help me. Not sure if the "warranty" is worth it.

OGBrian

As I've come to expect with Sears: I spent a lot of time navigating the automated phone menu without ever reaching a person or having my question answered. I had hoped that since this business features a local phone number, I would be able to talk with someone to ask whether they stock and sell clothes washer parts. I tried going through the phone menu making choices for "parts" and then for "repair" but could not find how to reach a person. When I thought I was about to reach someone, the system told me that the store is closed (with more than two and a half hours left in the business day according to their website and their Google Maps listing), and ended the call. I had hoped to get a part immediately for a repair, but it looks like I'll be either ordering a part online (NOT from Sears which tends to screw up even the simplest things), or wait for a weekday to shop at a competent business. Edited later: the response by Sears Appliance Repair is perfectly typical of the kind of disorganization/lack of logical comprehension that I first wrote about. I was given a boilerplate response that doesn't fit the situation: "We hate to see that you have had this kind of experience and would love the opportunity to take a look to see how we can help out. If you would please email the name, address, and phone number that is associated with the service order to our Sears Home Services Facebook page..." Well I don't have any service order because I chose to buy parts from another business. It should be clear what they should change, from my original review: give an option in the phone menu to reach a person, they should be available during the business hours they claim to be open, and when I reach someone they should have useful info about parts for appliances sold by Sears. This is extremely basic customer service stuff.

Chris Reiber

9 weeks and 4 visits later they still cannot fix the refrigerator. They have put in the wrong error codes, and took a month for the part and repair visit. 3 hours later... fridge is still broken. Called help center and was told repair will be out in 3 days or will be outsourced. Still waiting... Lost confidence in Sears.

Joe Morelan

My Kenmore Elite bottom freezer refrigerator needed to be repaired recently. "Luckily" it broke just before the manufacturer's 5-year warranty expired. I researched appliance repair shops and Sears had the best ratings, so I scheduled my fix with them. Plus Kenmore is their brand. I had to wait four days for the tech to come, and the repair (compressor replacement) took less than two hours. The parts were covered by the warranty, but the labor was -- get this -- $458 and change! Ridiculous as far as I'm concerned. I drowned my sorrow with several pints of much anticipated Ben & Jerry's "Phish Food" ice cream, my all-time favorite. By the way, the tech was kind, courteous, knowledgeable and friendly, though there was a hiccup with the payment process. In the future I will call on Sears to service my home appliances.