Sears Appliance RepairAdd to Favorites
1700 Stoneridge Mall RdPleasanton, CA 94588Map & Directions
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The compressor on our LG Refrigerator failed. Luckily, we had purchased the Sears Protection Plan at time of purchase - and we fell under that 100% coverage. [Compressor failures are rare - but when they occur, the Sears Protection Plan is extremely valuable and well worth the money.] The Sears technician arrived very promptly after Sears was notified and quickly diagnosed our compressor failure. Sadly, it then took two full weeks for the new compressor and associated parts to arrive, (almost certainly from the manufacturer). [Refrigerators are taken for granted in our homes - but are sorely missed when not working, (for two weeks)]. I have been a dedicated customer of Sears for decades - and it seems over the last few years that Sears is 'running on very low inventories of merchandise and spare parts.' Back to the repair - very early on the morning after UPS delivered our new compressor, the same technician who diagnosed our compressor failure arrived to install the new one. I give this technician VERY HIGH MARKS. He was knowledgeable, extremely professional, and very efficient. He removed the old compressor and installed the new one in less than two hours. He is one of those engineers that, 'never wastes a single move' - he knew exactly what he was doing at all times. He was a pleasure to have in our home.
The Sears guy was here for about 90 minutes to repair our side by side Kenmore refrigerator. He installed a new display unit on the freezer, and chipped off the ice around the freezer fan. He had brought a new freezer fan and motor, but did not need to install them, as the refrigerator ran quiet after he chipped off the ice from the rotors. He left me the fan and motor, and said to unplug the refrigerator for one day (warm weather), in case the fan sounds noisy again, to melt the ice again. Very informative, friendly and efficient. Top notch!!
This is my 11th service call on the Kenmore dish washer. Sears give priority to nonwarranty customer. Call as someone without a warranty and you let get a service call in 3-5 days lather than two weeks. Then Sears will order a part and make you wait another 1 to two weeks.
This was the 6th or 7th Sears service call in 2016 on my 1998 Kenmore Water Softener. My rating would be lower if zero or negative ratings were an option.
1. The Aug 24 repair value under Protection Service coverage was $1,300. This is against retail cost of ~$700. (Sears "One Source" group used to bring some sanity into these "repair vs. replace" decisions.)
2. It has taken 7+ months to repair an issue first ID'd in January. Nearly every part other than the shell has been replaced...painfully slowly. There is at least one more service call needed to repair a leak.
3. 200lbs. of contaminated parts and salt were left in my driveway. The service mgr directed the techs to leave it. Sears Customer Solutions agreed it was wrong and have recorded an official complaint against him.
4. I had to remove items in #3 myself after 72 hours and calls to multiple Sears groups. Some staff were sympathetic, but ultimately all they could offer was a pickup on Aug 30th....another 72 hour delay.
Very poor customer service for our defective 21/2 year old Kenmore Elite refrigerator. We bought what Consumer Reports recommended. Apparently this one is a lemon. One Sears repair guy & one private guy said compressor dead. And feels a blockage caused this failure in such a young appliance. Now nearly a month w/o a refrigerator, Sears is sending a third service guy instead of owning up to a problem & making it right. (Possibly it's the LG manufacturer of this Kenmore that's to blame. Perhaps they should stick to electronics & not refrigeration!