The washer broke. We called Sears repair. The washer was just out of warranty, but aske...

GetHuman-ahlarlay's customer service issue with Sears from May 2018

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The issue in GetHuman-ahlarlay's own words
The washer broke. We called Sears repair. The washer was just out of warranty, but asked them to come out anyway because we needed it fixed asap. The scheduled for a few days out. We were told someone over ** needed to be present. I received a call from the repair person as he was headed over to fix the washer. He said that that he needed to receive payment at the time of service. I told him that no one there could make that payment, we were only told that someone over ** needed to be present, and that was the arrangements we made. He said he could reschedule four or five days out. This was not acceptable so I changed plans, and went to meet him. He looked at the machine, and said it needed a part he did not have, and needed to order. He then went on to spend a great deal of time upselling me on the whole house of appliances warranty. I finally agreed to the warranty, and the part. Next we entered into a very bad Marx Brothers routine of trying pay for it. The card reader didn't work, and the person he called couldn't get it either of my cards to work (both are good), and he couldn't take a check, etc. etc. About an hour later the payment issue was resolved, and he wanted to schedule the repair appointment for * days out. I said that was unacceptable, and if needed, I would pay for overnight shipping to get it sooner. He said that would not help, because of "scheduling issues". There was no way around the "scheduling issues", and it would be better than a week to get the machine fixed. I was furious, but somewhat over a barrel, so I agreed. The next day, still furious, I went out and bought a new, similar machine for half the price of the planned repair. I called Sears and said cancel everything, the repair, the service contract, everything. I did not feel that this entire episode was done in good faith, and if the franchise that was doing the Sears repairs couldn't do the work timely, then they should not represent themselves as such. Now I have a bill for the diagnostic. I do not feel that the work was performed in good faith, the whole purpose was simply to sell the extended warranty*service contract, and I have no idea if the diagnostic was even reasonable or correct. With the comedy of errors, and lack of interest in providing timely service, I have great reservations about the quality as well. I do not believe that this invoice in any way deserves to be paid, and the contractor*franchisee*owner of the business who represented themselves as Sears repair should reimburse me for my time, and Sears for the ill will that it caused - I have used Sears products and repair service for years, but no longer given this experience.
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Customer service issue
Reported by GetHuman-ahlarlay
May 25th, 2018 - 8 mons ago
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GetHuman-ahlarlay started working on this issue
May 25th, 2018 5:14pm
GetHuman-ahlarlay indicated the issue is not fixed yet.
May 26th, 2018 7:27pm
GetHuman-ahlarlay indicated the issue is not fixed yet.
May 28th, 2018 8:23pm