Appliance Repair by Sears Appliance Repair in Hudson, New York

I want to make it perfectly clear that I was satisfied with the technician who came and worked on our refrigerator. I do have extreme frustration over the customer service through the toll free number and through the live chat on line. This is a Kenmore Elite that we purchased in 2015 and this is the second time already that the compressor has failed, leaving us with no refrigerator. The hold time on the toll free line is at least 30 minutes or more and the available appointments are too far out in the future to be helpful to anyone who is without an appliance they depend on. The appointment is always booked for "8 AM to 5 PM" and they will not give you a smaller window of time. I had to cancel appointments I'd had for 6 months in order to be home to wait for the tech. I had to wait 5 days for the first appointment to diagnose and then another week for an appointment when they had the part. That day, I got a call at 2 PM saying the tech went home sick and the next available appointment was the following week. Where is their back up plan? Why do they not have more techs so they are not booking out a week? Once the compressor was installed, I went to load up the refrigerator the next morning only to find it was not cold. I spent 2 HOURS trying to get a tech back and still had to wait five days for the next appointment! The manager "was not available" to speak with me. My call was disconnected and the person did not call me back in spite of having my number to do so.

On time and extremely knowledgeable. Quickly diagnosed the problem and effectuated the repair. Excellent clean up and service man was extremely polite and described everything in great but understandable detail.l

I want to make it perfectly clear that I was satisfied with the technician who came and worked on our refrigerator. I do have extreme frustration over the customer service through the toll free number and through the live chat on line. This is a Kenmore Elite that we purchased in 2015 and this is the second time already that the compressor has failed, leaving us with no refrigerator. The hold time on the toll free line is at least 30 minutes or more and the available appointments are too far out in the future to be helpful to anyone who is without an appliance they depend on. The appointment is always booked for "8 AM to 5 PM" and they will not give you a smaller window of time. I had to cancel appointments I'd had for 6 months in order to be home to wait for the tech. I had to wait 5 days for the first appointment to diagnose and then another week for an appointment when they had the part. That day, I got a call at 2 PM saying the tech went home sick and the next available appointment was the following week. Where is their back up plan? Why do they not have more techs so they are not booking out a week? Once the compressor was installed, I went to load up the refrigerator the next morning only to find it was not cold. I spent 2 HOURS trying to get a tech back and still had to wait five days for the next appointment! The manager "was not available" to speak with me. My call was disconnected and the person did not call me back in spite of having my number to do so.

On time and extremely knowledgeable. Quickly diagnosed the problem and effectuated the repair. Excellent clean up and service man was extremely polite and described everything in great but understandable detail.l