Sears Repairs

Many people have Sears appliances, lawn equipment and other items needing repair. They might call a Sears Home Services customer service number for repair information. Having purchased a treadmill at Sears some years ago, I wanted to know if they could repair it, so I called the 800-469-4663 number for assistance.

An automated voice response system thanked me for calling Sears Home Services. It offered a list of prompts I could use to find the information I needed. I could press a number corresponding to the several options, including repair, parts and parts orders, home warranties, Sears.com and Kmart.com orders, delivery and installation.

There was also an option for “all other inquiries,” which I selected. The system asked that I give it a moment to pull up the information related to that category. Then it told me to choose from options that included scheduling a new repair, “clean and maintain” service, lawn tractor or snow blower tune-up and item not functioning and needing repair. I selected the last option.

Next, the system recited a menu that listed the types of products needing repair, including major home appliances, lawn and garden products, water heaters, small appliances and fitness equipment. I selected fitness equipment.

Another menu offered a list of fitness equipment I could select for repair, including treadmills. Once I chose treadmills, the system told me to provide my five-digit ZIP Code. Then, it informed me about a survey after the call. It also offered an opportunity to save $150 on repairs with a Sears home warranty.

The automated voice said the company may monitor the call to ensure quality service. Then I listened to music for a few seconds before hearing about applying for a rewards membership and MasterCard. Next, a customer service representative greeted me, letting me know I had reached Sears Home Services.

The representative asked me if I had ever had anything repaired by Sears and asked for my name and address to set up the repair. I explained that I was not ready to commit; I just wanted to know how much the repair would cost. She asked about my treadmill brand and my ZIP Code. Then she asked me to wait a moment while she checked. When she returned to the call, she told me they did not service my brand.

During this call, I endured several menus before finally speaking to an associate about treadmill repair. With all the prompts, this call took over seven minutes and the answer I got was they did not repair my treadmill brand. I was disappointed with the lengthy menus.

At the beginning of the call, I wish the automated system had offered an option to say (verbally) why I was calling because I think that would have saved time. On the positive side, I appreciated speaking with a friendly and engaging customer service associate who seemed willing to assist me.