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THIS IS NOT MY FIRST SITUATION WITH SEARS SERVICE AND SUPPORT...Yesterday a technician arrived to perform service on an out-of-warranty Kitchenaid over the range microwave oven. The technician quoted a repair price of $719.24 (parts and service). He didn't have the parts in his van, and thinking the repair price may be high, I declined service which he said I could do, but still have 90 days to change my mind. He told me that if I decided to change my mind, I should call (800)4MY-HOME to order parts and then schedule service. So I called the (800) 4MY-HOME to place the order for parts. That is when the fun began. I was told they would need to schedule another service call (which they did for 03/02/13) to install the parts. Then they told me to call the number again to order the parts. So I did. There were 3 parts which needed to be ordered and as I talked with the parts agent they informed me that 2 parts could be ordered, but the other part had to be ordered by a technician. The agent took my credit card number to order the parts and transferred me to a technician. The technician said he couldn't order the part for me. So he forwarded me to customer service to get my part ordered. They said I needed to have a technician service call and the tech would order the part at that time. Which meant that I will have two parts that I ordered for the 03/02/13 service call and 1 part the technician will have to order when he gets here. Which means I will still be without the use of the microwave until the part arrives and the technician is rescheduled to return for the install. Seems like a lot of wasted effort and costs on Sears part. Not to mention the waste of my time. NOTE: Everyone in the process was friendly and courteous (and apologetic for not being able to help me), except for the customer service agent's supervisor.


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