Sears Appliance Repair
1178 El Camino Real, San Bruno, CA 94066
Wherever you bought it, we'll repair it.Schedule Your Repair
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On Wed, October 19, my refrigerator repair appt was scheduled between 8 AM and 12 noon. All morning I did not hear from the repairman, so I called Sears 3 times and asked them to send the repairman a message to contact me. The 3rd time I called was 11:30 AM, first they told me my repairman would be there between 11:45 AM and 1:45 PM, and I said I would need to reschedule because I had a 1:30 business (work-related) appt I had to be at... then asked to speak to a supervisor when the agent told me he could not reschedule me until I called back the next day. This was after I was told he could reschedule me the following morning... then he retracted his statement and said I need to cancel first then call back the next day for a new appt. The supervisor got on the phone and said he was on his way. Still I had not heard from him. I finally got an automated call at around 2:30 PM that he was on his way. By this time I had finished my business appt, so I returned home and he arrived around 3 PM. He was in such a rush when he was here. I needed to have the ice maker electronic part replaced, which fortunately he had one in his truck. He yanked out the frozen food and fixed it then threw the food back into the freezer. This repair, plus the replacement of a broken crisper drawer cost me almost $500! He tried to talk me out of the replacement drawer saying it was so expensive ($115 I think). I said I wanted a new one before the drawer caused the track to break too, then I would not have a drawer at all. He accommodated my request, but I have not yet had any confirmation as to when the replacement drawer would be sent, or if the order had been processed.
The quality of this service is highly dependent on the actual tech who shows up for appointment. I've had good experience on a previous clothes dryer service visit, where the tech went above and beyond what might be expected for an $80 SC. I would give it 5 stars. On another occasion I had service done on a dishwasher. The tech analyzed and performed the needed repair, but when he replaced the undercounter DW he did a less than stellar job and it now rocks slightly in place. That was worth a 3-4 star rating. This latest call was for a non-functioning dryer. The tech was not particularly savvy with the appliance. He spent 45 minutes getting trouble-shooting advice from a call center, telling me at one point, "nothing's wrong with the dryer. You need to call an electrician to fix internal house wiring." Finally he figured out that the motor had blown - after I told him that his advice made no sense, and we plugged the appliance into an alternate receptacle. I was left to buy a new dryer for which he gave me a 10% off coupon. In retrospect maybe 2 stars is a little too generous.
Sears Service is a lousy bait and switch operation. My dryer was heating inconsistently so I called Sears to get it repaired. They charged me $80 to tell me that the ducting from the dryer to the outside needed cleaning/replacement. I asked the service guy to replace it and he said he couldn't because a different Sears Service group had to perform any duct work as ferom his perspective the duct venting wasn't part of the dryer!! I'll never use or recommend Sears Sercice.
Is there anything less than one star. It actually deserve far less than even one star. Technician came and apparently fixed the problem. Same problem started happening within 3 to 4 hours. Called back and was technician will arrive before 5 same day again. No sign. Called again. Technician will not come. Asked to call back next day for another appointment. Called to rate the first servicing experience. Operator kept on telling me, I have another appointment scheduled. Service is not complete yet.
Worst repair experience ever. I had to wait for 3 week for someone to come out - then another 2 weeks for the part to arrive - then another 2 weeks for the repair person to come back - which he never did because he had too many calls that day and didn't even bother to call us until after the repair window closed to call. The worst part was - even though it was THEIR fault for not being able to show up that day - I had to re-schedule the repair and WAIT ANOTHER 3 WEEKS. ( just to get a ice-maker fixed )
I had Sears's Home Warranty on my Whirlpool Ref. All was needed was two shelves to be replaced and a light bulb. The technician spent more time in his truck than actual service for the refrig. He placed the order that comes directly to your home and I provided the 40w light bulb that I had to ask him to insert. The shelves came in a timely manner but 1 at a time. 2 trips to pick it up. On the bill there was a charge for loading food storage(never touched) & labor $100 and a diagnostic fee of $95(just to look for the refrig #). All less than 15min. Total $43l.08. I still had to insert the shelves myself. Lastly, the call center cannot connect you to the parts dept. they send them a message to call you which I haven't received yet. Don't know about getting the warranty in the future.
We purchased our air conditioner from Sears 9 years ago and have had it fail every year for the past 9 years losing all its coolant each time. The installation and maintenance has been done each year by Sears directly but they refuse to admit this is a defective installation and should be replaced under the Lemon Law. Each year they come out and re-charge the coolant and state we can call them out to fix it. I am totally frustrated with the quality of this service and believe that Sears should make good on their product and service. We have paid thousands of dollars in maintenance contracts over these many years while Sears refuses to even admit or allow us to contract them to discuss the continuing failure. They hide behind their anonymity which is despicable for a company as well known as Sears is.
Sears has the worst repair service I have ever seen. I waited seven weeks for my dryer to be fixed. The technician came out three times and said it was fixed on the last visit.
However he left it sitting in the middle of my room. I had to hook it up myself. They never did fix my washing machine, going on 8 weeks.