Sears Appliance Repair

We needed our oven board replaced. Sears came out next day to evaluate. At this point in the repair process I was very impressed. The tech was very nice and professional. They ordered the part which was on back order from the manufacturer (shocker). Once the part arrived another appointment was scheduled. On the scheduled repair day NO ONE SHOWED UP! I need to add, we rearranged our schedule to be home just for this repair. Not one person, not one phone call, not one text, nothing. Here is when we learned there is no actual customer service number to call where you can speak to a person. It is all Ai. We went round and round with the prompts. Finally at 9pm the day of the appointment we get a text stating oh we are short on techs and need to reschedule. Well No-duh! We could'v

Terrible customer service. Sears has been here 3 times. Our freezer is still not fixed and Sears even overbooked our second appointment and cancelled our second appointment even though I took off work that day to be home and wait on them. It has been 1.5 months since report and refrigerator is still not fixed. Sears Technician, Todd, would not even test the control board after installation today. Even when we asked him too. As such, our freezer still doesn’t work.

The repair technician did a great job. I give him 5 stars. Overall, on the repair maybe 2-stars. In this two-month process, the tech was only the second human that I spoke with. The A.I. generated interface did not provide adequate situational awareness on repair parts delivery status nor on technician expected arrival status. I never received a contact message the night prior or the morning of the repair as expected from the website. I finally got a live person on the line late in the afternoon in order to try and get an expected arrival, and even that was not very accurate. The repair tech told me he wasn't contacted until after 3 pm that he was coming to my house and was only able to give me a 25-minute heads up that he was finally coming. It is unacceptable to expect custome

Excellent service. Fast repair. The washer is working like new. Mr Mike is very professional and good at his job.

Mike was phenomenal! He showed up on time, was extremely professional, knew exactly what to do, did it quickly and efficiently, explained to my wife and I what was wrong and what the resolution was, and also shared an immense array of wisdom for how to proactively maintain our equipment to lengthen its lifespan as much as possible. Well done, Mike! We appreciate you, Sir!