Sears Canada (Square One)

I purchased 3 appliances (fridge/stove/freezer) from Sears in 2005. To day I have had all 3 services, each needing a new control panel. The technician fixed the refrigerator by reading all the instructions onsite. I waited for over 2.5 months for a part for my stove (over the Xmas holidays). Three technicians came (3 days off work) each saying it was the control panel but the part never got ordered... then a backlog.

Now the freezer. I know it's the control panel as the freezer still works but the display doesn't. I called Sears. I was told there would be a $80 charge to come to the house, then the cost of parts and labour. I asked how much the control panel was and I was told they couldn't tell me that. My thinking is the freezer only cost me $500. If the part is more than $200 + $80 + labour...taxes, it might not be worth the call just go and buy a new freezer. She then told me $105. I called 3 times to verify the time of arrival and that they had ordered the display panel.

The technician shows up, asks me what the problem is? I said it's the display panel, did you bring the part? He says no, I have to determine if that's the case. He pushes the button on the dead display, opens the door to see that the inside light works and the freezer is running. He says I'll have to order a display panel!!!!!

Now he tells me the part will be in Monday (Maybe) and I need to pay him his $80.00. I told him I would pay him when the part came in and the freezer was fixed. He then told me if I didn't pay him he was going to cancel the call. I called Corporate office. Rachel in Parts and Service told me that I needed to pay him regardless if he fixed it or not.

I've called someone else who actually was polite and friendly on the phone and she phone me back within minutes telling me the part was on it's way. She even thanked me for my business!!!!

I will never purchase anything at Sears again and I will make sure I tell as many people about their very sneaky way of increasing the costs of customer service!!!