Appliance Repair by Sears Appliance Repair in Boise, Idaho

Sears uses A&E factory service for their appliance repair. I found out 2 days later that my repairman called out sick on the day of our appointment people get sick.. I totally understand that. I took a half day off work off to meet the repairman and was never notified he wouldn't be able to make the appointment. When the arrival time window had come and gone I called the toll free phone number for A&E. The call went straight to the Philippines. The connection was horrific. I could barely hear the person on the other line. To make a long story short, I ended up calling 5 or 6 times asking if my repairman was going to show up and EVERY TIME they outright lied to me saying the repairman was running late, he was on his way and he would call me right away so please keep the line open. He wasn't even at work that day. Unreal. Worst customer service I have ever experienced in my entire life. Bad job Sears. Bad job!!

While the technician appeared professional in all respects, we don't trust the diagnosis. We had had the compressor replaced a few months ago after waiting over a month for parts. The repair work was still under warranty. The diagnosis given verbally, not in writing was that a completely new problem had emerged; the evaporator now had to replaced. This was enough!! We opted to trash our 3000+ Kenmore Elite refrigerator and buy a new one.

Technician was great. All other aspects of this experience were terrible, from the forced dealings with call center in India to the rescheduling of our appointment with no notice to the screwing up of the record keeping system involving parts shipping. Bush league backroom service, good techs that obviously have to put up with lots of incompetence.