Sears Roebuck and

our 7 year old sears kenmore refrigerator lost all power on may 2, 2015. after our regular appliance repairman said he wasn’t able to work on our particular model, i called the sears appliance repair center and got an appt for may 5^th. the repairman came, quickly diagnosed the problem as a blown electronic control panel (possibly due to a power surge?) and explained our two choices: (1) agree with his repair estimate of $ 220. + the $ 99. diagnostic fee, in which case he’d order the part and a second repair date would be set; or (2) we could «decline» his estimate, wait 24 hrs for the appt to «drop out of the system» then call the sears 800 number he wrote down for us and say we wanted to buy the «smart» warranty; he said they would ask if our refrigerator was working and we were to say ‘no’; the warranty would give us 1 year of protection coverage up to $ 500 for each repair event, including our current problem with the electronic control panel. we opted for choice (2) and did exactly as he instructed; however, when i called the sears 800 number he wrote for us i was told that because we’d declined the estimate we could not buy that warranty. so we now have no option but to schedule the repair appt…5 days from now.
we will never again purchase a sears appliance because of their poor customer service (was he lying or just poorly trained/​informed by sears?) and the fact that our only 7 year old refrigerator already needed major repair.

After my Kenmore washer quit draining and spinning, my wife called the Sears Appliance Repair Center on November 20^th and was able to secure a repair appointment on Friday November 29^th. I took the afternoon off from work in order to be home between 1pm and 4pm in order to let the Sears technician into my home. At 3:30pm I called my wife at work to get the phone number for the repair center because I had yet to receive either a call or a visit. My wife said she would find the number and call me back. She then called me back at 3:50pm to tell me that before she could make the call, the repairman had called her and was in route to our home. I took his number down from her in case there was a problem. I called his number at 4:40pm and got no answer. I then called the Sears Repair Center who asked me to hold while they contacted their guy. After being put on hold for 14 minutes they returned to the phone to say that their technician had called me 4 times while standing on my porch and knocking on my front door. This was a lie. I was waiting for him in my front room 15 feet from the door with my two dogs who live for a knock on the front door. Further, upon checking my phone, except for the calls referred to in this review no one else tried to call me and the phone log showed no missed calls. The Sears rep on the phone offered to make a new appointment near the end of the first week of December. I declined that offer and got the washer fixed today by an Appliance repairman that I found on Unilocal.Unlike the liar from Sears, he showed promptly and knocked on my door, the dogs went ballistic, I let him in and he and is finishing up the repair on my washer as I type this. He put it through its paces before buttoning it back up and it appears to be running fine. Even if you own a Sears product under warranty, in my experience, it has proven to be better to find a well reviewed and capable repairman on Unilocal and pay him the nominal fee he charges instead of putting up with the stress and totally unprofessional service (or total lack thereof) from the Los Angeles Sears Repair Center.