Sears Canada Repair of Electrolux Oven in National Capital Region

By Peg

On December 17th, a large tree fell and pulled the mast for the electrical wires off of the side of our house. 240 volts of electricity was supplied to all of our electrical devices. Our new Electrolux wall oven was one of the appliances that was damaged.

I found repair information on the Electrolux website that directed us to contact Sears for repairs if that is where we purchased our oven. We called the Sears Call Centre, gave them the model and serial number of the oven and explained the trouble. They said a repairman would contact us.
Several days went by and it was getting closer to Christmas so I called the Sears number again. They were surprised that a repairman hadn’t contacted us and told us they would make sure someone called.

We got a call that day and Repairman 1 informed that no-one could come out before Christmas. He said someone would call to set up an appointment for after Christmas. So we were without an oven for the entire holiday season.

When we didn’t hear from anyone by Thursday afternoon, January 7th, we called again. Someone called back and set up an appointment for the following week. Repairman 1 came out, looked the oven over and said that the oven needed two parts, a controller and touch panel and they would have to be ordered in before he could fix it.

The parts took until the middle of February to arrive.

Repairman 2 called to say he was coming to install the part on February 12th. My husband noticed that he said part, singular. He warned Repairman 2 that there were supposed to be two parts. Repairman 2 argued and said there was only one part needed and that he knew what was the problem was and how to fix it.
Repairman 2 arrived and installed the controller. My husband had to point out to him that the oven touch panel was still not lighting up. Also, an error message was showing on the display. Repairman 2 then realized he needed a second part. He called in to Sears and the control panel had been too large to put into his parts bin. It was sitting on the floor, near his bin. He wouldn’t go back to Sears to fetch the part. He said he would come back next week.

Repairman 1 showed up the next Friday, February 19th. He had a small, opened part box with him. My husband told him it didn’t look like he had the right part with him. Repairman 1 said that Repairman 2 had given the box to him, saying it was what was needed to be installed. It turned out that it was the damaged controller that Repairman 2 had removed the week before. Repairman 1 called into Sears and found out the touch panel had been returned to the parts supplier. We were told there would be a delay while the part was ordered in again.

My husband also told Repairman 1 that the oven didn’t seem to be calibrated properly anymore. Repairman 1 said that was another issue and he would deal with it later. We had a dinner party the next day where we weren’t sure what temperature we were cooking things at and we had to stare intently at the touch panel to try to see the unlit buttons.

So, we still have a broken oven that gives random error messages and random oven temperatures, after two months. I’ve never waited more than a week to have any major appliance fully repaired, until now. It just seems like a comedy of errors….except I’m not laughing.

4 Responses to “Sears Canada Repair of Electrolux Oven in National Capital Region”

  1. 0

    jane doe says...

    I am having a similar experience with Sears service. My dishwasher died, I made an appointment for a repair technician to look at it, he said it wasn’t worth fixing (10 years old, no warranty) and I ordered a new one from Sears, and had to make another separate appointment to have it installed, and yet another to have the old one removed (after being detached when the new one is installed). So far, between the initial repair call, the delivery, and the installation, I’ve had to waste 3 days waiting around for service personnel who do not show up, despite numerous calls to Sears on those 3 days at which time the call centre personnel insist that the appointment is for that day. The delivery was supposed to be on Saturday, they showed up the preceding Thursday (luckily I was there). On one occasion, after one customer service rep confirmed the appointment was for that day and that they would have the repair person call to confirm, I called back 2 hours later (after not receiving the promised call) and was told that in fact the appointment was for 4 days later. The call centre is ridiculous - it is usual to be transferred numerous times during one call, be put on hold for 10 minutes or more, no supervisor available, etc. Sears seems to have adopted the customer service model of making it so difficult to deal with the customer service personnel that their customers give up. As it stands the new dishwasher still has not been installed and I’ve been waiting for a call back to explain why, despite 4 or 5 personnel confirming that the repair person would show up today, he never did. This should have been a simple matter but it has been like Alice in Wonderland.

  2. 0

    B Warned says...

    Buy an appliance at Sears only if it’s something unique not available even at a higher price elsewhere. Your nerves will thank you. Also be aware of which Sears controlled repair outfits operate in your area if you buy elsewhere and make sure you won’t be stuck with no choice but them re who does your warranty work and later repairs.

  3. 0

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