Complaint / review text:
Just about every competent individual or company with a computer has figured out calendars. Evidently, not Sears. Called to schedule an appointment. Soonest was 9 days out. No biggie, I get it, busy season. A few days before that appointment they call to reschedule. "Why?" I say. "No technician available." they say. "Oh, so someone got sick or something?" I say. "No, " they say "We actually don't know whether a technician is available when we schedule appointments. We just schedule the appointments." "What's the point of scheduling then?" I say. "We don't know whether a technician is available when we schedule appointments." they say. "When is the next appointment?" I say."9 more days." they say.
I understand that customers sometimes don't show, and Sears needs to be rather clever at scheduling to keep their folks busy... But every other company I have ever worked with has a solution for that: minimum service call fees. I understand that technicians get sick, but there's a solution to that too: extra shifts for the others. The end result of Sears' policies when it comes to their service scheduling system is very irate customers who live with broken appliances for far longer than they could have if they'd never dealt with Sears in the first place.
I have dealt with about fifty service calls from different companies in my life and none of them are ever as bad as Sears. That's why I can't bother with their service anymore — just hire a handyman, it will be ready much faster and fixed much better.