Rating Summary
“Started off horribly, ended well.”
- Pros
- Corporate customer service is excellent!
- Cons
- "Regular
Repair Service —
Sears came through for me in a dryer repair, but not without a lot of work and frustration on my part - and not until corporate management was involved. I was very satisfied with the final outcome, and know that Sears welcomed this feedback so that they can provide optimum service to their customers.
I own a Maytag dryer that is six years old and it stopped heating. SInce Sears is known as the gold standard of all brand service, I called them and the repairman came in a few days. The dryer could not be immediately fixed, he thought, and he had to order a part, which would take three to five business days. I called customer service to explain that I have a special needs child whose laundry needs are great. I cannot exist that long (about a week now) without a dryer. I asked them to expedite the process, perhaps by overnight shipping of the part, but they couldn't (wouldn't) do this. Several calls to customer service fell on deaf ears, until I contacted the corporate office by e-mail. In the meantime, the part came in and it didn't fix the problem.
The people at the corporate level were courteous, professional and acted promptly to get a serviceman to my home ASAP. The dryer was eventually fixed and cost adjustments were made. I am hopeful that Sears will continue to be more senstitive to special need populations and prioritize their repairs when appropriate. I would contact Sears again, knowing that they have the ability to "make things right."
Last edited on Jul 24, 2010
