Complaint Review: Sears Homes Services - Internet

Have a KENMORE ELITE dishwasher that is not starting up correctly. Contacted Sears At Home (Sears Home Services) and purchased their SMART START WARRANTY which cost ~$230 for the dishwasher which will cover the dishwasher repair and a 1 year warranty. So far so good.

The appointment was scheduled for July 20th, from 8am-12pm. Based on that, I took off work to be there for the repair.

CALL 1: At approx 11:30am, I called to Sears Home Services (855-354-1824) and asked about when the tecnician would arrive. Got caught in a little voice prompt hell until I finally got to an operator. Gave her all the information (phone, address, zip code, even email) and then asked when the tech would be here. She said from 8am-12pm. I told her, that is correct, but (it was then 11:40), the tech has 20 minutes to call to tell me their on the way so I was concerned. She said SHE HAD NO WAY OF KNOWING WHERE THE TECH WAS. I was a bit surprised since they could do this when we used SEARS in the past. She then went into a spill of the same thing she just told me, 8am-12pm, and did alot of overtalking. I waited and finally said "Hello" several times to get her attention. Evidentally, Hello is not allowed at Sears since she hung up on me.

CALL 2: Called back, not very happy. A male answered the phone (again after the voice prompt from hell) and told him my name, and then stated I would like to speak to a supervisor because I was just hung up on when asking about an appointment. No response, then hang up.

CALL 3: Called back, yes, not very happy again. Got through the voice prompts and spoke with the next person, a different female. Followed through with all the questions (name, number, address, etc.) and then told her I was asking about where the tech was but was hung up on 2 times so far and that I would like to speak with a supervisor. She said sorry and then proceeded to help me first know that the tech was nearby on a job and would be at my house next. Not on time, but it was nice to know we were next.

I asked her to speak to a supervisor again and she said for what? I explained again for the 2 hangups and she said she would "file a complaint" against them. I said, I would rather speak with the supervisor. After several minutes, got a supervisor. He identified himself as Mark #TSS2511 (Sears at Home). I told him about the hangups and that it was now minutes before 12pm and I have not heard from the tech. He then told me he would put in a complaint against the 2 customer service agents that hung up on me and now the tech for not calling me.

I asked for a formal apology from Sears since I do not have to do business with them, but I was told that he could not do that. My argument is that I spent $230 with Sears (Smart Start Warranty) and their customer service failed me. Ironically when the tech got to the house, he was knowledgable, respectful and did what he needed quickly (had to order part for later date - another appointment). It was interesting how Sears Customer Service folks were so ready to hang him out to dry. He is probably one of the few things that Sears has got right. Now, I wasted 4 hours (vacation time) and now have to take another day or part day off due to not having the part. I dont mind that as much, it is nature of the beast, but the disrespect from Sears is unacceptable.

I would say after this experience, I am done with Sears. I think I have said that before, but I dont need this incompetence when I am calling them FOR HELP no less.