I am not surprised to read about Sears. We have bought Sears appliances for 40 years and in general found them reliable. When something did go wrong they were quick to respond.
That is past tense, were. Recently I had a problem and called repair. The earliest appointment was seven days. I had no choice so we took it.
They came out fixed the problem, or so we thought. A few days later, the same problem. I called again and was told it would be seven days and if it was something different from what they already did I would have to pay for the call out as well as what ever repair were required.
This made me angry, one the problem was not fix, two I may have to pay more, but mainly three, the seven days I had to wait.
It seems every appoint was seven days out.
Having worked in service for 30 years our response time was always within one business day. It is doable. Our customers would not wait for seven days for a service tech.
I do not understand why they think they could ask this.
I looked up the address of the the Chairman of the Board for Sears Holding and wrote him a letter telling him why after 40 years I would never buy another Sears product.
Got a letter back and a phone call from a someone. They could not promise faster service and told me if I purchased a maintenance agreement I would not have to worry about paying extra. Needless to say I was not happy with the response (although I give them credit for responding).
My take on it is that service is expensive. To provide good service you need enough service techs available to meet the demand or you could ration service. By putting the service time to seven days some customers will say never mind and call someone else. This way they do not have to hire more techs and save money. They made a business decision, one I do not think helped their business and we are going to see the results when Sears goes away for good.
Sears’ CEO has set about to loot the company piecemeal. You no longer need to visit Sears to buy their brands, including Craftsman tools.