Sears mantra: Customer's never right & low priority

You've heard the Sears saga before.

Well, we thought it was over but are still in the midst.

Quick recap for those unfamiliar--

The fridge began leaking a month ago...we scheduled 4 appointments before we actually saw a service man because they never showed when they promised --even though we've had a service contract for nearly a quarter of a century.

The service man finally showed up and was gone for maybe 10 minutes when water started spraying everywhere in the sun room.

It was jumping through hoops to get him back.

A real union guy --he did not have an official work order so hesitated coming back even though there was water everywhere, he had just left and exacerbated the problem, and taking it one step further, caused the problem. I wonder if he had a service order to jump off a bridge, if he would do it just because he had the work order.


So, he ordered a part and said the warehouse may send you the entire part of just a section. If they send a section, you need to reschedule and have another service man come out.

Sure enough, they sent the ice holder with no cover.

Here we go again.

Customer Service (1-800-690-5650) told us the service man would be out between 8am and Noon. When we said we really need him to show up between this time frame because of medical issues, they told us to call the night before to firm up a time and get on the docket first.

We called back the night before at the request of Sears customer service.

They told us the man would be out at or by 9:20am. Where would we pull that number from? A Sears Customer Service gave us that time.

The morning arrived. No Sears rep. Still no sears rep. We called numerous times. Each time the Sears agent said they'd page him and have him call us. He never called.

Finally, he said he could arrive by 330pm. Far cry from 9:20am.


Sears Customer Service tells us it is the service man's fault.

The Service man blames Sears Customer Service.

Both throwing each other under the bus.

Would you like to work for a company like this? I sure would not.


Not only do they incessantly lie and go back on their promises, but they are the most unreliable company we've run across in a long time.


I was taught the customer is always right.....the customer should be priority one.....instead of letting a computer spit out the route or speaking via text, web, computer, maybe just maybe a little 'human touch' with extenuating circumstances and medical issues should take precedence.


Sounds like Sears does not take pride in a job well done anymore. Sears could give a darn about their service and their customers.


That's too bad because ultimately it is us, the paying consumer and customer, who loses out in the end.

Sears. Life well spent

HA!

What a joke. I saw the Sears commercial tonight and about fell off of my chair.

It said: Sears. Life well spent.

Really. We've wasted 4 days of our life over the last 10 days. I don't see that as 'life well spent.' I see the stress and worry taking time off of my life.

We have been trying to get our fridge fixed since June 17th.

4 appointments later, just maybe today was the day.

Originally, the maintenance man was supposed to arrive between 8am and noon. Got pushed back. Never arrived until about 315pm. We were not about to lose this one so we cancelled everything on our plate today including a funeral we would have loved to attend, Mass and a few great festivals we've been looking forward to all summer.

The Sears man arrived and claimed to have fixed the problem.

No sooner had he pulled out of the drive-way did a line behind the fridge bust and there was a soothing water spraying out from two locations on the water line.

I could not believe my eyes. This was amazing!

We called immediately and the person on the other end of the phone did not sense the urgency accompanying the call. We told her we needed her to call him and turn him around. Well, he arrived about an hour later.

In the meantime, a few folks popped over after Mass to offer words of wisdom, try to shut the fridge water line off and finally just wrap some tape around the holes so the sun room did not get any more drenched!

Well Sears Maintenance man Michael Cox, a very nice man, seemed genuine in his concern and labor of love....but frankly, after what we've just been through for the last 2 weeks, I trust no one.

He appeared to have fixed the problem. Time will tell.

And really, that's all I can say for now, still awestruck and amazed at the ridiculous ordeal inflicted because one of the biggest companies in the world lacks efficiency and customer service and satisfaction.

Sears' appalling service

Late Tuesday evening we came home to a refrigerator who had 'relieved herself' all over the sun room floor.

Quizzical.

Frustrating.

But we have to deal with it.

We called Sears first thing Wednesday morning to schedule a service call since we have been exemplary customers with a service agreement for over 20 years.

We set up TWO service calls and Saturday, June 20, 2009 are still waiting for a service man to come out.

They've stiffed us twice.

In the meantime, our basement ceiling below the fridge is falling down and the walls and floor are drenched...cable wires are wet....

More than likely we will need a new fridge. That's fine. We are ok with that and looking around right now. But there's a bigger looming problem. Unfortunately, we will also have to get work done on the ceiling/floor and the basement walls...and any wires and lines that may have been damaged.

We are not taking this lightly.

The dozens of people we've had to deal with at Sears Roebuck and Company have been awful.

You can tell that companies are downsizing, can not handle their load anymore and are hiring the cheapest, most ignorant employees to represent them.

Unfortunately, yet another issue which I and I alone have to deal with. Mom can help to some extent but not really. This has been bumped up to high priority pushing back the other 512 items on my 'to do' list a little further behind.

Sears thinks they can push us around. They've got another thing coming.

They have not seen or heard the last of us. They have NO idea who they are dealing with....