Sears Appliance Repair

This ended up being one of the biggest goat rodeos I’ve ever gone through. Sears was contracted to repair my cooktop by my home warranty company. They do not offer any possibility of dealing with a human for scheduling. It is 100% driven by an AI bot. I got scheduled for service 5 different times (And the only timeframe they will offer is between 8-5 so you sit and wait ALL day). You get 20 texts and emails reminding you of your appointment, but the NO ONE shows up. At the end of the day you get new texts saying they are rescheduling, and pick a new day/time. It is ALWAYS another two weeks out or more. My first appointment was scheduled for Dec 5. They finally got it fixed on Feb 20! Deplorable service. All of above said - Kyle, the actual tech was terrific. None of the issues were

Kyle was very professional, courteous and answered inquiries with his superior knowledge base. He worked skillfully and wasted no time in fixing our washing machine problem. Kudos to him!

The success of the repair is unknown until unit is cooled BUT the aftermath of the brazing dust/soot is unbelievable. No attempt to clean it up nor any attempt to advise me the homeowner of it's existence until I sent text to technician asking about the black door all over everything in my kitchen from ceiling to floor.

Kyle is a professional. Courteous and efficient. I have more of an issue with appointment scheduling. An 8am/3pm window is vague. On the day of the appointment, the tech’s estimated arrival time keeps changing. I realize that techs might encounter issues but when they are delayed beyond the maximum time it causes the need to reschedule. I asked for an early morning appointment and the tech arrived at 2:07. Frustrating!

Tyler came today to replace the old gasket on our fridge drawer freezer as well as do the annual cleaning. He arrived on time, was friendly and efficient. I can't ask for more. I wish all Sears technicians were as good and competent as James (who goes by Tyler).