Sears Parts & Repair Center

Allen Matsumoto

This review reflects the spiraling level of service quality from Sears, not specific issues with this service facility. Since Sears closed their Bellingham store, this is the closest place to drop off items for service - 30 minutes from Bellingham. The local Sears Hometown (a franchise without service drop off) gave me a phone number that turned out to be the national Sears switchboard, who told me this facility was open until 5 on the Sunday that I called. After making a special trip, it turned out they closed at 3, so we made the 60 minute round trip drive for nothing. And today I discover that their extended warranty repair turnaround time is 3 weeks. That's a long time to have an appliance out of service, and seems to reflect a decision by Sears to address their business challenges by reducing quality of service. Sears built a business that worked like a utility for 100 years, serving the middle class with stores everywhere that had everything. My neighbor lives in a house built from a Sears kit. But with the squeezing of the middle class, they're losing their core market and seem to be unable to refocus, which saddens me a great deal. For now, their answer seems to be to reduce availability and service levels, a classic business death spiral strategy.

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