This review has nothing to do with the service techs which came out to do he repairs, they were first rate, knowledgeable and a credit to their profession. That said, I have a Kenmore Elite refrigerator that is five year old and just had it's third compressor installed, not to mention several fans, a condenser, two control boards, a heater. 7 incidents each requiring up to 4 service visits to repair. It's always the same, a week to get a tech to the house to diagnose the problem, then a week to order parts. It seems that the techs are never supplied with parts, I don't know why they need a truck, it must be empty. This last time, the refrigerator stopped cooling while we were away. The ice maker contents melted spilling water on our hardwood floor, warping it. After a week of living out of coolers a tech came out, spent 10 minutes too diagnose a leak in the system and ordered parts. Yes, it would take a week. I spoke to customer service, was supposed to hear from an escalation team (never did), got a call from the social media person who said they were sorry, but there was nothing they could do, a standard Sears response. Why not designate one tech a week as a diagnostic tech. Send them out within a day of a call with the understanding that they are there to determine the problem and order parts, cutting a week off the process? Finally, what really go my goat was when I learned that because I have a service policy to generally takes two days longer to get a tech out. I guess they figure they already have my money so I won't go somewhere else to have my repairs done. I recently remodeled a condo which required a new kitchen and all appliances, do you think I went to Sears for them?
7900 Ritchie HwyGlen Burnie, MD 21061
ON TIME! Young man who tended to our appliances seem quite familiar with the units, explaining what he was doing, and checking for on each. He was f…
11255 New Hampshire AveSilver Spring, MD 20904
From Business: Sears Appliance Repair's expert technicians provide product maintenance and repair solutions for your major home appliances. Our techs are industry-trained, well-…
7885 Eastern AveBaltimore, MD 21224
THE SERVICE TECH WAS ON TIME, VERY EXPERIENCED, MADE HIS REPAIR QUICKLY. WAS VERY PROFESSIONAL, A VERY KNOWLEDGEABLE AND POLITE TECHNICIAN. VERY…
Service call went well. The technician was very knowledgable and nice.Unfortunately a piece of our dryer air cent was broken in the process and what is really taking time (three weeks as of this lady Monday) the claims department is the worst.Now a regular easy service call has turned into a "the consumer is it" and I'm not happy about the claims department one bit. It took a week to hear from the claims department. I was told that they needed a picture of the taped up (now) vent and two estimates which I immediately provided.Two calls to Sears customer service and various emails to the claim department person and still nothing, it took the technician one second to break our vent and three weeks for Sears and their useless claims department to still have not given us zany information as to what they are going to do to' fix the problem.Right now I doubt we'll ever buy anythingat Sears.
Excellent. Arrived on time. Asked the right questions. Was very competent. Friendly. professional. Again excellent
The repair person obviously didn't read the notes as to what was wrong with the dryer, which was only to replace turn-on knob. He tore the whole thing down, made phone calls and told me he would have to get parts ordered and come back. I should have not assumed he knew what to repair. When I told him the knob was broken, he got one from the truck, put it on and it turned on right away.This is the third knob for the dryer in less than 18 mos. I now have a metal one, hope this one will last. I would like to see your repair staff more informed and less flimsy plastic parts on the appliances you sell. I didn't buy a Sears product so I am not blaming them, but they are selling them and the protection agreements