In Joseph Heller’s novel Catch-22 the book describes situations in which no matter which choice the protagonist makes, the outcome is always the same - misery.
Dealing with Sears Home Central repairs is like Catch-22, only in the novel, whose setting is World War II, the hero Capt. Yossarian has opportunities to die. After many frustrated hours dealing with the customer service at Sears, at times this feels like a viable option. It’s better for Sears Home Central employees as well, because I am approaching feeling a bit homicidal myself.
Following an initial diagnosis visit two weeks ago, a replacement motor for my clothes dryer was ordered. On Monday, January 29, 2008, I patiently await Sears Home Central to make my scheduled repair visit. The appointment window is between 1:00 PM and 5:00 PM.
Having called in the morning, I am informed that I am 4th in line for repairs. At 3:30 PM, I am 8th in line. And, at 5:00 PM, I am told to keep waiting at home, as the repairman is getting to me next. At 8:00 PM, Sears Home Central says the repairman is still coming…
As a east coast native transplanted to Southern California for a more laid back and spiritual lifestyle, it now takes me a while before four and five letter expletives come to mind. After waiting 9 hours, a torrent of them is flooding.
“You need to cancel this appointment and schedule a new one, if you want Sears Home Central to repair the dryer” said Quintana, the Sears representative located in Manila. At this point it is 9:00 PM. “But, I already had an appointment for today,” I reply. “Can’t you send someone out tomorrow morning, as Sears didn’t get here today?”
Quintana replies, “Sir, you don’t have an appointment for tomorrow. Customers need to schedule repair visits. That wouldn’t be fair to the customers with appointments.” I am losing it fast. “Wait… I had a scheduled repair visit that Sears never showed up for, nor called to reschedule… I was in line for today.”
“There is no line sir,” Quintana replies calmly. “There are only repair appointments. Shall I reschedule your appointment for you?”
Sighing deeply and exhaling, I am totally defeated. “Yes, please schedule me for the soonest Sears Home Central repair.” “We have an appointment on February 5, 2008 between 1:00 PM - 5:00 PM, is that convenient Sir,” Quintana asks. “Yes,” I answer. “Can you at least give the repair people some notification, saying they missed the last appointment? What if they don’t come again?” I inquire.
“No can not predict the future,” Quintana replies. “If the Sears Home Central repairman doesn’t come, please call the service center back. We will be happy to schedule another appointment.”
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So, to summarize: the Sears repair guy failed to show up for a scheduled appointment, so you made another appointment. Annoying, yes, but I wouldn't call it a "horror story".
I called various Sears Home Central repair departments, including Sears Corporate Offices over 8 times and was told:
1. Sears has no customer service supervisors, 2. Sears does not have an executive customer service department.
Doing some quick thinking, I finally call Sears Public Relations department - and someone calls me back this afternoon.
Sears Home Central repair then sent out a repairman this evening and guess what?
The first Sears Home Central Repairman never properly diagnosed the problem. That repair guy was completely incompetent. The dryer's motor is fine... Instead, I am now told there is a heating coil problem. But the story gets better...
I have to wait yet another week for the new part to come in and then schedule another Sears Home Central repairman to come out.
Oh, I am also being charged even more money.
The final kicker to the visit was this - after the guy totally dismantled my dryer, removing the drum, motor and other pieces - he says "I can leave the dryer dismantled right? That won't be a problem?"
I'm standing outside my laundry room because my clothes dryer has been completely taken apart, the floor and countertop strewn with parts, and the repairman seriously poses this question.
Yep Sears repair sucks, pulled the same crap on me. After they mailed me the part I was to call for installation. I paid for the part and labor in advance.
I called to have the part installed days later when it arrived at my house, they didnt have a repair appointment for several days so I installed it myself. They refused to refund the installation fees.
Battleshipnote said:Yep Sears repair sucks, pulled the same crap on me. After they mailed me the part I was to call for installation. I paid for the part and labor in advance.
I called to have the part installed days later when it arrived at my house, they didnt have a repair appointment for several days so I installed it myself. They refused to refund the installation fees.
Isn't that crazy?
Sears Home Central prides itself on selling parts for the home do-it-yourself market. Then, when they don't have a repair appointment available and you reasonably want to install it yourself, they refuse to return the installation fees you already paid... that is outrageous.
Did you at least challenge the charges with your credit card company? If Sears doesn't provide the service, they shouldn't get the benefit. Otherwise, it is outright theft.
Home Depot, Lowes, and Target - get ready for some new customers...
IrateConsumer
Sears, 135 years old... and thats just about old enough.
Wow... Horrific indeed. My only suggestion would be to get your story out to the rest of the Internet.
I'm a big reader of the Consumetist.com blog where people like you submit (horror) stories regarding bad consumer transactions. Trust me, I have read several stories over the course of a year just on Sears Repair alone. I would submit your story and talk to one of the publishers there about what recourse you can take. They are very sucessfull on getting your story to the people that matter and big companies -- like Sears.
Absolut9 said:Wow... Horrific indeed. My only suggestion would be to get your story out to the rest of the Internet.
I'm a big reader of the Consumetist.com blog where people like you submit (horror) stories regarding bad consumer transactions. Trust me, I have read several stories over the course of a year just on Sears Repair alone. I would submit your story and talk to one of the publishers there about what recourse you can take. They are very sucessfull on getting your story to the people that matter and big companies -- like Sears.
Before consumerist, I purchased my fridge from Sears. Had a small problem, nothing major. After consumerist, I will never purchase anything from Sears again. I love that blog. Sometimes the articles are ridiculous, but overall, power to the people!
IrateConsumer said:cleek said:subscribe to www.checkbook.org
It has been a great resource for use in the DC area
Can you explain more about www.checkbook.org and how this applies to Sears and repairs.
I'm sorry, I haven't heard about www.checkbook.org It took all of 5 secs to go to checkbook.org and click "about us" to figure it out. He's suggesting that you not use Sears in the future and instead use repair companies that receive high marks on checkbook.
Latest Sears Home Central Repair Horror Story Update - The Clothes Dryer Saga Continues...
It's been almost a month and I am still waiting for Sears Home Central to repair my clothes dryer.
Here's the recap:
1. Sears Home Central Repairman misdiagnoses my Kenmore Clothes Dryer problem, causing me to buy an unneeded $250 motor;
2. I wait a week for the motor (which I still don't know is unneeded) to be delivered;
3. Sears has me wait 9 hours on another day for a repairman to return and install the motor - the repairman never shows up, nor calls;
4. Instead of promptly sending out another Sears Home Central repairman the next day - Sears makes me reschedule the repair appointment for a week away.
5. Sears sends out another repairman - This guy says the problem is a heating coil and charges me even more money for the new part. The first repairman it seems was incompetent as he did not breakdown the machine to examine it properly. Purchasing the $250 dryer motor was completely in error.
Today - Sears calls me - Sears Home Central CAN'T FIND THE REPLACEMENT HEATING COIL for my clothes dryer.
and
Sears Home Central Repair has NO IDEA when the part will come in.
Yet, Sears Home Central is still supposed to come back tomorrow February 7, 2008 between 1 PM to 5PM to install the part.
And, Sears Home Central claims the appointment has not been cancelled. - The repairman is still scheduled to come.
Battleshipnote said:Yep Sears repair sucks, pulled the same crap on me. After they mailed me the part I was to call for installation. I paid for the part and labor in advance.
I called to have the part installed days later when it arrived at my house, they didnt have a repair appointment for several days so I installed it myself. They refused to refund the installation fees.
Couple things come to mind. When Sears orders a part for a return visit , you are charged for a trip charge and the price of the part(s) plus tax.The balance of the labor is due when the repair is completed.That way if you install the part and cancel the order , Sears has collected its trip charge ,diagnostic fee and payment for its parts. Paying the full repair price before final repair is unlikely. It seems that in your situation , you should've taken a stab at it and obtained the parts yourself and fixed it yourself. While Sears repair trucks are FULL of many parts , it is impossible to have every one for evey situation. Also keep in mind , after watching any type of experienced professional do their job , they make complicated tasks look easy and trivial. Sears absolutely has channels to escalate repair problems to corporate levels.They DO NOT want bad press.
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