I have used these guys for years on both residential and commercial settings. They show great appreciation and customer service on a regular basis.
I know that Sears, THE company of my youth, routinely gets bashed for a variety of reasons, many justified. This service call, however, was excellent. The service call was easily set up, the technician prompt and professional. He had to search my ice maker (that was malfunctioning) for a rather tricky problem, found it in about 15 minutes and quickly repaired it with parts on hand. He also offered technical advice on other potential issues with the unit. He would not take a tip that I gladly offered. Great experience.
I needed a door gasket replaced and the refrigerator is under warranty with Sears. The repair folks from 'Maytag' were very professional however Sears sent the wrong gasket. I called Sears while the repair person was still here and was told....oh...the door gasket you need isn't part of your warranty and will cost $88. When I asked if they wanted the incorrect gasket (freezer door) that they sent and didn't charge me for they argued that they hadn't sent that one. Clearly they had but they said...just throw it away. So the one they didn't charge me for was to be put in the trash? And the one I needed would cost me? Again, the service person they contract with was very nice but the Service Center at Sears was unhelpful, unprofessional and rude. We just spent $5000 plus with Sears on appliances and I can guarantee you we will never purchase anything again from Sears.
I bought our selectable freezer/refrigerator from sears along with the 3 year extended service. After a little more than a year we came home to a failed freezer, full of melted food. I called Sears and was referred to a third party. After some haggling they said that would be out in 2 or three weeks after they had receive all the parts needed to make the repair in one trip. After they finally showed up, the tech informed me he did not have the parts to make the repair. He would have to return after he had the correct parts. A couple of days later, I was informed Sears would contact me. They had decided to replace the unit. I received an e-mail telling me Sears would give me $480 to by another unit. The price of the original with protection was around $1000.00. This will be the end of my patronage of Sears.
My tv has been serviced by sears several times over past 3 years. When it comes down to the sound quality I am told to either live with the raspy sound, or I could go out and spend more money on a surround sound system. Now for the most part I do rely and get great Sears service, however this TV has had sound issues from within 6 months of ownership.
The service man came early but called ahead. He quickly determined the cause of my problem and fixed it. Best service call ever.
WORST CUSTOMER SERVICE EVER!! Bought a part to fix my ice maker, upon purchase face to face with the guy Jim I asked him very clearly if I could return the part if it didn't fix the ice maker and he told me yes absolutely I could return it. Well the part didn't fix the ice maker, after calling out a repair man to fix the fridge it was discovered there is a wiring issue and I have to purchase a new fridge. I go in to return the part (as I was promised I could) and was told I could not return it. The part was over $100 and I'm out that, the repair fee and whatever a new fridge will cost me I'm sure a couple thousand dollars. I would understand if I had been told in the beginning I couldn't return it, but being told I could return it and them changing that makes them total liars and cheats. WOULD NOT RECOMMEND THIS PLACE TO ANYONE!