My three-year-old Samsung clothes dryer was not heating properly so I thought I needed a new heating element and contacted Sears appliance repair to come to my home. The service himself was fantastic. I have no problem with the service he provided at all. My problem is with the Sears appliance business in general. To start off with they began flooding my inbox with emails trying to get me to purchase their warranty plans. They also flooded my phone with texts for the same purpose. Then two days before my appointment, my phone rang from an unknown number. When I answered it they hung up immediately after I said hello. The exact same thing happened again the day before my appointment when I noticed the number was exactly the same. I called the number back, not knowing who it was. It turned out that it was Sears and they could not explain to me why they were calling or why they were hanging up on me. On the day of my appointment, everything was fine. The technician diagnosed the problem as I had expected, and I knew the value of the replacement part was approximately $75. I also knew that they had to be compensated for their travel time and their labor, but I was not prepared when he told me that the replacement cost was going to be $490 for a 35 minute job. I think this is exactly Sears' business model; to catch people stranded over a barrel and then take as much money from them as they can because the people don't want wait to have someone else come look at the problem. read more

Your service rep called, came, and fixed the problem. It was a water filter problem. Thank you.

Let me start by saying this does not reflect on the service technicians, it is the scheduling system. We have a service agreement with Sears to repair our appliances. Our dryer stopped working so we called to have a repairman come and fix it, we were told they would be at our house between 8am to 5pm. My wife takes the day off to let them in the house, she checks to see if they are coming and now the appointment has been moved to after 6pm. The appt was also scheduled to be at our old house, we have moved. The people taking the information have a very limited command of the english language, and the entire work order was completely messed up. The only thing that was done quickly was the payment for the service agreement. I just want to be able to call the location to fix my dryer, not a calling center in Asia to schedule a simple appointment. read more

I paid for the contract in September when they made the first repair but now my account doesn't start for three more weeks. While the technician was repairing my washer he also noticed a bad door switch. He ordered it and scheduled a day to install it. The switch came to my house. The night before the appointment I received an automated phone call reminding me of the appointment that was sometime between 8 and 5. I waited all day and no one showed up. I called the number and spoke to someone in the Philippines that I couldn't understand. I asked to speak to a supervisor that I couldn't understand. Basically, the technician was still coming to my house. I said not he isn't the appointment was between 8 and 5 and he failed to show up or notify me he might be late. I then went to the computer and tried to use the chat. It said I should refer to the FAQs. This is the worst service I have ever seen. Now I am stuck with the program for a year. read more