Sears
As so many others on your site, we too have received terrible customer service from Sears.
We purchased a fridge from their outlet store in 2006. In the first few days of November 2009, we noticed that the fridge wasn’t working properly & then it just died. We contacted Sears and were told that certain parts were under 10 year warranty & a technician would be sent out to determine whether our problem fell under that warranty.
He did show up a few days later & determined that the parts of the fridge that weren’t working were under warranty & that he needed to order them.
Well, guess what. One of these parts was on back-order. They needed to order it from the factory.
“We’ll call you when the part comes in to schedule a time for me to come back.”, he tells me.
We waited for weeks for this call & never got it.
I had to call Sears, my husband also called from work and each time we were asked the same questions & then tranferred to someone else that asked us those exact same questions, which in the end they were never able to help us or we were put on hold for a disgustingly long time (after which, of course we hung up.)
We were finally given a tentative date of December 16th for the technician to show up, but the day before I had to phone to find out if anyone was actually going to show up and I was told that the part still had not arrived and that our new tentative date was for January 27, 2010.
We have been on the phone with many different people in Sears at various levels asking what they are going to do for us, that we have been without a fridge for so long & that if we wait until January, it will be 3 months with no fridge. Perhaps they could lend us a fridge to use as the Christmas holidays are approaching? “Sorry, I can’t make that decision” was the response a couple of times.We finally found someone who kind of felt bad as she listened to my story, but the best they can do is send me a gift certificate for $50.00 (which we have yet to see).
Another lady promised to send an emergency email to the service department asking for a loaner fridge and promised to phone us the next day, but we are still waiting for her call. She also told us that they would start looking for the part locally and I asked her why they hadn’t thought of that sooner. No response.
I then suggested that I would go out and buy a new fridge somewhere else and send Sears the bill, but she told me that Sears probably wouldn’t pay that bill.
I thought that if you bought something from Sears you would avoid the hassles that you would expect from smaller stores, but I have since realised that Sears doesn’t care about customer service anymore.
Signed,
Still waiting
Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.
December 28th, 2009 at 4:07 pm
Dear Penciltrick,
It is disappointing to read about the trouble you are experiencing with your refrigerator service. At Sears we attempt to resolve our service calls on the first visit and as you are experiencing there are times when parts have to be ordered. In these instances we normally receive the part in a timely manner and it is clear this is not the case with you refrigerator. My name is David and I work for the Sears Cares Executive team and we want you to know we are here for assistance. We would be more than glad to look into this issue and assist you with finding a resolution to the problem. At your convenience please contact my office via email at [email protected] so we can further discuss your concerns. Please provide us a contact number and the phone number the refrigerator was purchased under and we will call you at your convenience. In addition please include your screen name (Penciltrick) in your email so we can reference to your posting.
Thank you,
David V.
Senior Case Manager
Sears Cares