customer service couldn’t undo their service app’t. schedule change before i hung up.

I had a service appointment scheduled for today, June 26th to have my air conditioner repaired. I received the parts via UPS. Then I got called into work on the 26th. I called Sears to change my appointment. We looked at some options including July 3. BEFORE I HUNG UP, I told the phone rep to leave my appointment as is. I would find someone to be home for the repair tech.

That’s how I left it: keep my June 26th appointment. Change nothing.

Well, I called in a favor and had a good friend come to my apartment at 8am to wait for the Sears tech. I got to work and called to confirm my appointment. (Sears never contacted me once to confirm anything… whether the parts arrived, the appointment time, nothing. This is in spite of asking me for my phone and email to do just that.)

The automated voice told me my appointment was JULY 3!

I got to a phone support specialist who said that the person I spoke to made the change with the dispatchers and could not undo it… or did not undo it… and that there was nothing that could be done. VERY UNHELPFUL.

I was calm and polite the entire time. I asked nicely to speak with her supervisor, which she agreed to do. I then waited on hold A HALF HOUR before hanging up and coming here to post this.

When I originally called, the woman was SO nice and helpful. She had my records based on my phone number. I just gave her a serial number and she had parts sent to me and an appointment. What a delight. Then this nightmare. Needless to say, I can not be home on July 3, which means I will now probably have to wait another two weeks in the middle of summer to get my air conditioner fixed.


7 answers

  1. Just want to say a very nice woman named Kiara called me and is helping me by getting someone out here in the next day or two. THANK YOU!

    1. In response to nicolasd

      Excellent news! So nice to hear it has worked out for you.

      Thanks so much for posting and update!

  2. Nicolasd,
    I saw your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Cares Escalations team. We sorry to hear you are having a terrible experience with your air conditioner repair. We certainly can see why you are so disappointed and upset over what has occurred. We would very much like the opportunity to connect you with a dedicated case manager and monitor the repair process. Please send the following information – contact #, screen name (nicolasd), phone # used at time of purchase to Thank you, Liz R. MySears Community Moderator

    1. In response to SHC-LizR


  3. Hi nicolasd! Thanks so much for posting on the MySears Community today and giving us the chance to assist. I am sending this on to the SearsCares team right now. They will respond soon to see what they can do to help. Check back right here for a reply.

    1. In response to SHC-JulieK

      Thank you!

    2. In response to SHC-JulieK

      No problem! Glad to help!

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