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Sears Home Central

The Company's Advice

To all authors regarding Sears repair service,

I am sorry to hear about your unsatisfactory experiences with Sears repair service. My name is David and I work for Sears. I would like to assist you in resolving any service issues. Please contact me at searscares@searshc.com and we can find a solution that meets your needs.

Thank you,

David V.
Senior Case Manager

michael of glenn heights, TX February 7, 2010

I am trying to get a warranty repalcement tv replaced. I am requesting that Sears grant me the allowance to replace the mitsubshi tv since the tv is not in the store. I realize that I must go into a store and order the tv online. Sears online has the tv but when the instore rep. called the customer solutions rep. they stated that the tv is not in the warehouse and that the only solution for me was to order another tv. I want the tv that sears online says that it offers.I understand that I will have to wait until it comes in but to tell me that the only resolution would to get another item is unacceptalbe.

The Customer service rep. was unyielding in his position that the only solution would be to get another tv. I was in the store ready to pay the difference in the amount that my authorization would allow but it didi not happen for me. I am totally frustrated with the Customer solution's dept. solution for my dilema. I have been without my big screen tv now since before thanks giving, Please help!!!!!!!! my .the stock number for the tv that you advertise on sears online is 97547.

Paul of Lafayette, CA January 31, 2010

Numerous phone calls occurred over the day when trying to verify the arrival time of the technician. Three different responses were given, all inadequate and false. The Dispatch office misled the arrival time three different times to the customer.

Sharon of Dana Point, CA January 30, 2010

The light in my microwave stopped working. It is inaccessible and so I scheduled a repair (Jan. 29, 2010)under my warranty coverage (Master Protection Agreement, expires 8/29/2013.) The technician arrived and said the repair was not covered under warranty because of limitations clause which lists "expendable items, including but not limited to: any filters, bulbs(micro display lamps are covered) or batteries, vacuum cleaner bags," etc. The charge was going to be 202.16 to change a lightbulb. The lightbulb is inaccessible as printed in the owners manual, so the owner is not able to change the bulb. The technician charge for labor is 163.00 to perform this service, indicating it is task requiring expertise, knowledge and skill. Certain language in the Master Protection Agreement prohibits any unauthorized alteration or dismantling of the equipment which replacing a bulb would require in this case.

I spoke with a representative at the Warranty Dept. who told me that the labor charges should be covered and that the bulb charge would be my responsibility. He said he had checked with his supervisor and she also agreed with his assessment. I agreed to it also, but then he was unable to get final approval for the repair and after being on hold for a long time, I was told that I would have to pay the full charge of 202.16. I believe he and his supervisor were correct in their first assessment: the warranty should cover labor charges since the light is inaccessible and the owner would damage/compromise the integrity of the microwave by attempting to remove the upper screen inside the oven to change a light bulb. Also, the language in the Agreement (micro display lamps are covered) suggests that this particular bulb would fall under that same warranty protection due to its inaccessibility.

Thomas of New Bern, NC January 28, 2010

I purchased a Whirlpool electric hot water heater on 7/1/09 from Lowes in New Bern,NC.I also purchased the additional 2 year warrenty to cover parts and labor The water started giving out of hot water about January,2010.I called Lowes who in turn told me to call Whirlpool who in turn gave me the above toll free number which turned out to be Sears,who handles the warrenty work for Whirlpool.

The repairman came on January 20,2010 to check out the water heater.My wife had the day off so she was there to show him the heater,etc. The repairman first complained that the water was not turned off and stated that it was not his job to turn off the water.He wanted my wife to call a plumber to do so.He complained that the water heater was not drained,that it was also not his job to do so.He finally got the water turned off(a simple matter of turning off the water valve at the base of the house),tested the water heater and replaced the top element.He left no ticket and no explaination of what the repair involved.

He left my wife with the statement that we need to replace the cold water valve & it was not his job to do so.The valve was dry before he came bur was leaking after he proceeded to try to use it. The repairman was rude to my wife and tried to intimidate her.He came into the house several times and helped himself to the water from the refrigerater without asking.

I called the Sears number again on Monday ,1/25/10 to report the above and request that Sears replace the damaged water valve.The Sears personnel apologized for the actions and damage and scheduled a"senior"repairman to replace the valve.

The new repairman came on january 27,2010 to replace the damaged valve.When he got to the house,he inquired if the water was cut off.When he was informed it was not,he then went into the same tirade that it was not his job to do so.He also said that it was not his job to replace the valve as it was not part of the heater.He again said we need to get a plumber.He and my wife got into a shouting match and I was called.The repairman was calm when he talked to me,explaing the above.Je did not feel the previous repairman damaged the valve,even though it was not leaking prior to his visit.I told him I felt Sears should replace it as there was no leak prior to the Sears repairman coming.The repairman said he could not replace the valve as it was not part of the heater and he could not do anything outside of the heater itself.H edid say he would tighten the packing but that was it

I feel Sears should replace/repair the water valve that they damaged.I do not feel it is my responsibility to replace something that was working fine before the Sears repairman damaged it. I definitely will never buy any appliance that will be serviced by Sears.There is absolutely no reason why a repairman cannot be civil on a scheduled visit.If he is incapable of doing the repair,he should say so and get someone who can,not damage something and leave Any help will be appreciated

Evy of Rockland, ON January 22, 2010

If you need home renovations of any kind, DO NOT call Sears Home Central !!! June 20, 2002, 25-year roof shingles and attic vents were installed by Sears Home Central. They installed the ventilation improperly, causing premature deterioration of the shingles, also water infiltration as a result of ice dams. I had requested that they make sure there was proper ventilation at the time of contract. The salesman suggested the Maxi Vent system (Ventilation Maximum), and I agreed.

I called Sears the day after installation, concerned about the placement of the Maxi Vent. Even an old woman knows it should be as high as possible, near the ridge. It is half way down the roof. The salesman looked from the ground, on one side, and said it was good enough. Against my better judgment, all I could do was hope for the best. That summer, I noticed excessive falling off of granules from the shingles.

July 11, 2009, I noticed shingles becoming bare, curling and breaking. I called Sears Home Central to report this. It took several calls before someone got back to me. July 31, another rep from Sears inspects the roof. Without hesitation, he informs me that the ventilation was not properly installed, that this was causing the problem and it was Sears' fault. He said that Sears would fix the ventilation and reshingle the roof at no cost to me.

Afterward, I visit Maxi Vent website and found, according to their very clear instructions, that indeed the ventilation was all wrong. Since that time, I have had the runaround, stonewalling, excuses and gobbledegook from Sears. Now they flatly refuse to fix anything. "Not our responsability", they say. This is the most deplorable and shameful performance I have ever seen in my life.

Wayne of Sunrise, FL January 20, 2010

I made purchases at Searstown 01195 and purchased 3 kitchen gadgets: SALE: ALL COOKWARE, BAKEWARE, CUTLERY, KITCHEN GADGETS 1/10-1/16. At checkout, I told the salesclerk that the items were on sale. She and a co-worker told me I couldn't get a discount because it wasn't in the system. I asked for a manager. "Tei" answered the call. He said he checked and the discount was 10%. I said the other items in the section had greater discounts -- why were my items only 10% off.

Before Tei's arrival the saleclerks removed the SALE ... signs because they said they were confusing. I told them that they should be put back up because customers have no way of knowing they were supposed to be on sale. One salesclerk said it didn't matter because today was 1/16 anyway. I said the signs should remain posted until the store closed, 4.5 hours away. I am still very unhappy with this careless and unprofessional behavior. I will also file complaints with Broward County and the State. Shame!

Scott of Belleville, IL January 18, 2010

Purchased 5000 worth of products from a Sears to be delivered to my home in Il, and its been a nightmare since. Day 1: First delivery was cancelled because of weather, received a personal phone that said my items would be scheduled for Monday. Okay, no problem.

Day 4: Delivery confirmation is between 11 & 1, truck arrives at 4:30, with a few things missing, driver calls dispatch, I'm informed that my delivery was broken-up into two deliveries, of course the one thing they left off the truck was the smallest item, which was a TV. Since I was told my "items would delivered that day, I scheduled a satellite install for that day, well of course I had to rescheduled that appointment, at a 25 charge because the Sat. guy showed up when the truck got there. So the delivery guys go ahead and install the washer and dryer and tell me to leave it running. Well 30min later there is water all over the wash room floor and running into the bathroom. They forgot the drain hose, called them back to clean up the mess, 40min later they arrive clean up the water with our towels and take the rug to be dried out the was in the hall.

Day 5: delivery is again for 11 & 1, truck arrives at 6:30, same guy, he says rug would be returned tomorrow. In between this time I call Sears customer service line and get plenty of "sorry" but no one can help me even get a refund on the delivery charge.

Day 6: Still calling Sears, no call backs as promised and no rug!

Day 7: Go to local Sears store, bring TV back myself and talk to the store manager, tries to talk me out of the return even offers 200 store credit. So fed up I refuse and want a full refund. Guess what, he can't override the restock fee and charges me 250. I tell him go ahead I'll fight it later but I want them to pick up the washer and dryer.

Day 8: Sears is scheduled for pick-up between, wait for it, 11 & 1, (it's almost a joke now) truck arrives at 7:30, not the original truck route so the driver has no paper work on hand only hand written information.

Day 9: Starts tomorrow, have to go back to the store and try to get something saying they picked up their crap!

Gary of Potlatch, ID January 5, 2010

On a recent trip, I purchased a pair of 9 workout gloves from a Sears store 75 miles from my home. When I arrived home, I tried them on and found that one was smaller than the other and didn't fit. I took them to my local Sears store for return and they informed me that since they didn't carry that item at their store, I would have to return them to the store where I purchased them. I was then faced with the choice of either throwing them away, or making a 150 mile round trip to return a 9 pair of gloves.

Sears has a network of trucks going between their stores and their warehouses, as well as shipping methods for merchandise. Not accepting returns at any Sears store is just poor customer service. Beware...don't purchase anything from any Sears store that isn't easy driving distance from your home!

Dianne of Greensboro, NC January 4, 2010

I bought what was supposed to be a brand new kenmore vacuum cleaner Today. How easy, just kidding. Go to pick up, easy. Get home to find that I have a used vacuum with the dirty bag filled with dog and cat hair that smells like wet animals. No problem, I'll just call Sears, easy. No answer.

Call again. Recording. Call five other departments, same recording. Call General Information. Very apologetic and can easily connect me to the manager of the store. I get the same recording I got the other six times. It goes on with me calling an getting no answer.

I suppose I'll have to drive back to High Point and try to return it. Two days wasted. I knew there was a reason I have not shopped Sears in twenty years. Now it be longer than that before I go back. I still have not talked with anyone. I will have to travel to another city to return it and I still won't have a vacuum.

Michael of Bothell, WA December 30, 2009

I had the Sears repair person come out today to fix our gas dryer which was not heating up. She left and we went to use the dryer and it still does not heat up. I called Sears repair service and the person told me he couldn't schedule anyone for the order was still open and I would have to call back tomorrow. I asked to speak to his supervisior which he indicated he was tansferring me to, but I have been on the line for 23 minutes and no one has answered. I am going out of town 12/31 and needs someone to come out 12/30 to get this repaired. Who can help me with my problem????

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