Sears Repair Service - stay away!

by Jeanne
(Silver Spring, MD)

So my Kenmore dryer of about 4 years stopped working. So I naturally called Sears to come and fix it. They came out and determined that they needed to replace the drum but would have to return at a later date after some parts were orders.

Ok. Several boxes came to my house over the next week including a HUGE box that held the new drum.

I scheduled a new service date withe Sears. They were late, vague about when they would be at my house, expected me to open all the boxes and verify if the parts were correct (I know nothing about dryers mind you)and threatened not to come to my house if I didn't do this. They were rude when they were in my house - I work out of my home and was working in my office while they replaced the parts on the dryer.

They came to my office upon completing the repair for me to sign the receit - and they left.
To my surprise, they left the HUGE drum that they replaced in the middle of my living room.
I naturally called Sears to have them send someone to retrieve this HUGE drum. The first woman that I talked to was pleasant and told me that it was clearly a mistake and that she would phone the team in the area and that they would be right there. They never showed.

I called Sears back and was told the same thing, after I retold what had happened previously, the gentleman assured me that it wouldn't happen again and that someone would be there in the next two hours to pick this up. No one ever showed.
I called a third time. I was put on hold for an extended period of time while the foreign gentleman tried to figure out what to do. When he returned to my line, he gave me a phone number and said that I should call and that someone would schedule UPS to come to my house and remove the drum.

I called this new number, was on hold for 20 minutes. A womand finally picked up my line and when I explained my situation, promptly told me that Sears doesn't remove any part or piece of equipment when they are repairing them.

Has anyone ever heard of such a thing?

This is ludicrous. The HUGE drum can't even fit in my car. My garbage collectors certainly are not going to pick this up at the curb. What am I going to do with this HUGE dryer drum that is sitting in my living room?

My suggestion: Stay away from Sears. They are way overpriced and their service is terrible!