A year ago, in response to a mass mailing I got from Sears, I paid Sears Home Services inspect several of my appliances . My washing machine didn't work right afterwards, so they had to send another technician to undo the changes they had made while testing it. They said the refrigerator was fine. For many months my refrigerator's freezer (at the top of the fridge) has been too cold, and in addition some foods below the freezer, in the fridge, have frozen. I ignored it for a long time, then finally called their Home Services, 1 800-MY-HOME and described the problem. They said they would need to schedule a technician to come to my home for $99. When he heard my complaint and found the freezer temperature to be too low, he told me that the settings were too high and changed them in an instant. He apologized, agreeing that they could have easily asked about the settings when I phoned. He agreed tp a $20 discount. He suggested that if I was still unhappy about paying for the visit I should call their Resolution Dept. He gave me his Sears Blue Service Crew business card, which on the front said in bold letters, "We're here to help," and on the back said in bold letters, "We're always here when you need us." ,The back also said, "Concerns about your service call today? Call our Resolution Hotline now. 1 888-236-1885." I did, and it turns out they'd never heard of a "Resolution Hotline." Each employee I spoke with transferred me to a supposedly more knowledgeable employee, until the final one told me that they don't do any diagnoses on the phone, just schedule appointments. I wasted over 45 minutes on the phone, with Sears with no result.
Yes, I'd love to get the $79 back, but what really upsets me is the misinformation they are giving customers!!!! They don't seem to be there to "help," just to schedule expensive home visits. They don't even provide the option of answering simple questions! They could have easily told me to look for the settings etc. And I can't find a way to actually communicate with some higher ups in their administration. I'd like to know whether the Sears
corporation still exists so that hopefully they are amenable to improving their currently very poor Sears Home Service which is not the way they represent it. Is there still a national corporate leadership that is interested in customer relations, or are they currently in disarray and no longer have any accountability. If they're on the way out, I just have to give up trying to contact them and improve their service. If they are still functioning, then I want to know who to contact. Thanks!