Kevin Leonard

Review of Sears Holding Company

With the exception of our stove, the majority of o...

With the exception of our stove, the majority of our household appliances were purchased from Sears and covered by their service agreements. Just recently our garage door opener failed. It's also covered by a service agreement. 4 days ago I called Sears Home Service and set up an appointment to have it fixed. I was told that a technician would come out today between 8 AM and 5 PM. I know that's a huge window but that's what I was told, it's Saturday, and so I just went with it. I gave Sears Home Service my cell phone number to call when they were in the area because I had some other things away from home that I needed to do and I wanted to be sure I was home by the time they arrived. Nobody from Sears Home Service ever called to say when they would show up, and nobody ever came. I called Sears Home Service in an attempt at a resolution, but after being transferred and put on hold for about 45 minutes "Benjamin" in the Philippines told me all he could do was write an email, send it, and "somebody" would respond to the email within 24 to 48 hours. I said a few other choice words that I won't mention in this post. At the beginning of my call a computer voice notified me that the call may be recorded for training purposes. For that I'm truly grateful, but confident it won't help Sears Home Service learn how better to treat its customers. So, after a day of waiting with a broken garage door opener, all I have is elevated blood pressure and an empty bourbon glass. Oh yeah... I still have a broken garage door opener. Sears used to be synonymous with "made in America" and "good customer service." Now, not so much. Our strategy going forward will be to allow our service agreements to expire, and when our appliances die we'll purchase them someplace besides Sears. Sears and Sears Home Services have successfully lost two previously loyal customers. Good job Sears.