Sears Home Services - Repair Change service and pricing terms upon arrival to customer's home Los Angeles, California

5th of Dec, 2011 by User903552

I phoned Sear's service repair for a washer repair (Repair 1-800-424-2047 via ) I spoke to three different young ladies working customer service about the possibility of servicing my washer, offering various pricing options, etc. Most of the time the information was consistent. I must admit, was quite scared and impressed that your 800 system new my address, despite my not giving it to anyone except for my phone number. Finally, this same day after I researched my options, I made an appointment with a lady at this 800 number telling her I would like to purchase the special service agreement for $214 and some change which would include the service call for my washer (which I purchased at another large retailer), labor, parts and a guarantee for one year. Other options were presented, however, this one made the most financial sense. The customer service rep told me a technician would not be able to go to my house until 5 days later from 1 p.m. to 5 p.m. Although this was a little longer than I was prepared to wait, I agreed. She then said someone would call me on Monday, (the day before the appointment) in the morning to take my credit card number to pay for the $214.00 service agreement. I agreed. Monday, the day before my appointment came and no one called from Sears. Tuesday a voice mail message called to confirm that a technician would be there from 1 p.m. to 5 p.m. At 3:00 p.m., five days after I made the telephone appointment with Sears, two male technicians show up and begin to fix my washer. I tell them right away "I would like to pay now for the $214 service agreement, which would include the service call, labor, parts and aguarantee for one year." The one technician (who says he has worked for Sears for over 20 years) tells me he cannot
accept payment for the service agreement. He can accept payment for a regular service call and then any parts and labor would be extra, which he claims would probably be a "better deal anyway." I tell him this was not what I agreed to - how about we call the 800 number and I pay now over the phone? He was reluctant to call the 800 number. Finally he gets a customer service rep on the phone. They both tell me the work for today cannot include the service agreement price of $214.00. For the service agreement to be honored, it has to be pre-paid. They can do the work and take my credit card info, however, it will not be the service agreement price and terms. I was told by both the technician and the customer service agent that the Sears call-in system will not allow a service agreement package to be purchased on the same day as service. If I want the service agreement, I have to cancel the order, send the two technicians away who are already at my house, call back the 800 number, re-order, pay with my credit card over the phone, and wait until the next available appointment (whereby I've already waited several days). How does this seem logical? If your customer service 800 line has technology sophisticated enough to track my home address and name upon the entering of my telephone number, why would you not have the ability to allow me to pay with my credit card for a price that is only beneficial to me and not Sears? The technician told me I was at fault. That I should have called with the credit card number when we didn't get the call. Obviously, this deal is only beneficial to Sears, with the lure of a better price, only to change the amount and terms upon arrival, blaming the customer for "not following up," despite Sear's assurance that they will call you for payment.

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