Sears, Roebuck and Company (Sears.com) Support Ticket

horrible treatment

Created By: orvis's Picture orvis Last Reply: SearsCares's Picture SearsCares
Priority Level: [High] Status: [Open]
Created: 3 months ago Last Updated: 3 months ago
Department: Home Services Support Replies: 1

lack of communication- no escalation - broken agreement - poor quality care etc

I have written you in the past aqbout dmaage you did to a dorr in my house when I purchased a fridge from you - tthe fridge also broke down soon after you delivered it - it took you a month to fix it - lost time from work and damage to my door and several reapirs to get it right and spoiled food -so thinking the fridge might break down again - I entered into a service agreement and added a washer to it

Washer broke and here is this story :Wednesday washer breaks – call Sears to schedule a repair.

The first available date is scheduled for next wed – a full week from the date I called the respire in . Was told that I would need to wait for the service person to arrive anywhere from 8- 5 Pm. They could not narrow it down. Was also told that they would call me before they came. Told me to be there all day and wait - they could not possible narrow it down by am/pm ( and eventually day)

Tuesday night verified the appointment

Wednesday – service man arrives – looks at the washer and says he cannot work on it because it was beside the dryer and he cannot touch the dryer- according to Sears’s policy – it is not accessible
Wednesday nite call Sears – speak to a customer service person and ask for a manager – am refused .

Call again and explain the situation service person asks me all the information and then says that rescheduling does not warrant me speaking to a manager person passes me on to another customer service representative
Call back – get a Fitz – get passed on to a suervisor and am then disconnected after a 10 minute hold
Call again and get an Andrew – go through the whole story again – 3rds time - then on hold for 17 minutes. Finally get to speak to an Angel- who schedules me for Saturday – 10 days off- gives me a number to call in the am to reschedule – to move the date closer

2 hours spent that evening on the phone trying to speak to someone

Thursday go to the store – explain the situation- they schedule an appointment for Friday

Friday at 530 get a call from Sears saying they cannot come but will be there at 8 am – First stop!!!!
Sat set alarm get up at 7 wait - No show
At 10:15 I Go to the store – they cannot help but assure me that someone will be coming – they call several departments in sears and that someone will come from 1-5. Helen calls Tom. 2 Pm –Caroline calls Tom , 4 Pm call Tom
430 someone from the sears store calls us- after we called them of course(to tell us the service guy is in Hurleyville(10 miles away)- and is on his way – 5 Pm No show

made over 12 calls to sears -and 2 visits to sears store where I bought it -NO RESULTS! Until the 12th call. Lost 3 days of work etc......


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SearsCares says: (3 months ago)
 0
Dear Orvis

It is unfortunate that you have experienced these problems with your washer service. The service you received is not acceptable and we would like to speak to you regarding your experience. My name is David and I work for the Sears Cares executive team and we want you to know we are here to assist you. At your convenience please contact my office via email at searscares@searshc.com so we can assist you with your repair service. Please provide a contact phone number and the phone number the washer was purchased under (if different than the contact number) and we will contact you at your convenience. In addition please include your screen name (Orvis) in your email so we can reference to your issue.

Thank you,
David V.
Senior Case Manager


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