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Carrier Furnace Complaints – missed appointment
Description
Called Sears to make an appointment to have my home furnace repaired. They said they would be out on 08/19/2011 between 1:00pm and 5:00pm. Called several times to ensure that they would be out and that the tech was still scheduled to come to my home. They said several times that yes the tech was en-route. After 6:30pm called again they said the tech looked at the job and returned the job or refused it. This is the second time Sears has committed to visit or set up a service call and did not show up for a service call. Spoke with a supervisor named Ken he said he was sorry but there was nothing he could do;this is the second time that a Sears supervisor can not fulfill their commitment. All he could do was re-schedule for 08/ 22/2011.This is terrible customer service and the Sears technicians have no work ethic.
Consequences: had to wait all day for a Sears tech and the supervisor could not do any thing about it. I should be compensated for my time and the inconvenience. Sears needs to hire more knowledgeable people who can do the job and are committed to provide good customer service. I am suffering at home with 88 degrees and no AC.
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Tags: Carrier Furnace, missed appointment
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Dear Valued Sears Customer,
My name is Laura with Sears Cares; I found your post here and I want to apologize on behalf of Sears for all the difficulty you have had with the repair of your air conditioner. Having your unit fail at the height of summer is frustrating enough without the added aggravation of missed service calls and unfulfilled commitments from our customer service department. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. Waiting so long for service is not acceptable, but typically the delay is because a technician was held on service appointment that took longer than expected. We can’t ask a tech to leave a job partially done in order to make the next appointment. We wouldn’t do that to you or any of our customers. That being said, what you have posted is not acceptable and certainly not to the standards Sears sets for our repairs. Sears Cares is a team devoted to assisting with escalated issues such as yours and we would very much like to see what can be done to rectify this situation as well as assist with making sure your air conditioner is repaired. At your convenience please contact our office via email at [email protected] and a personal case manager will reach out to you directly. In the email, please provide a contact phone number, the phone number the air conditioner is being serviced under (if different than the contact phone number), and please do include this code (AC83111) so we can reference your case. Again, I am very sorry for all the inconvenience you’ve experienced and we do appreciate the opportunity to help.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support