Anybody who’s read this blog
know about my adventures with Sears, a company I used to have a lot of respect
for. I’ve been a Sears card carrier for
over twenty years and have gone out of my way to buy their products, especially
large ticket items like major appliances.
I had a really bad experience with the repair of my lawn tractor and I
mentioned that in the blog. A few days
later I was contacted by a Sears representative who apologized for my
experience and offered to help. I was
incredibly impressed and this kind of renewed my faith in Sears. I was passed off to a “case manager” who did
contact me once and after I explained the situation he promised to ensure
everything was taken care of. Apparently
these guys have no authority whatsoever because the situation just got worse
from that point. I sent the following
email to the case manager and his boss a couple of weeks ago and have yet to
get a response:
“HELP!!!! I am about as frustrated as is humanly possible
with Sears, a company I heretofore held in high esteem. This saga started back on June 13 when the
sears tech arrived to repair and service my craftsman tractor. I took a half day off from work and the sears
tech charged $129 for the service to my sears card. He couldn't do the service
because he needed to order parts. I took
another half day off from work on June 22 but the tech said the wrong parts
were sent and he still couldn't do the service.
He returned on June 26 (another half day off from work for me) and
finally did the service and made the repairs even though the wrong parts were
still sent. He bent a part back into
shape to get it to work. He charged me
an additional $40, crediting me with the $129 I paid on the first visit, which
I later learned was because the offer for $129 service had expired (why was
this my fault?) I paid the $40 with my
visa card just to get rid of him and get back to work, thinking I was finally
done. While out of the house on the 4th
of July a message was left on my home phone stating the visa transaction had
not gone through and Sears was going to bill me the full $169!!! The bill has arrived and I have tried calling
the Sears National Support Center, where the bill originated, no less than 17
times and keep getting a message that no one is available, to call back and
then get hung up on. I called the Sears
Service line and was kept on hold for more than 12 minutes before I gave
up. I have all the paperwork to prove
this is not a valid charge but I can't get anyone at Sears to talk with
me. Should I take this to the local
Sears store?
I
have a blog where I noted some of my frustration and was contacted by Sears
which I thought was pretty cool. I laid
out this entire case to the manager I spoke with, J** C****, but absolutely
nothing has happened. I emailed a copy
of the direct bill to your office and left several phone messages but again
nothing has happened. I have never been
this frustrated with a company before.
Please let me know how I can resolve this.”
You would think someone in
the customer satisfaction arena would see this email and take some sort of
action - NOTHING. I finally did get through to the National Support Center
In better news the road in
front of the house did get its base of asphalt laid yesterday so I no longer
have a moat at the bottom of my driveway.
I was beginning to like it though and had designed a portcullis and drawbridge
which would have been extremely cool. My
wife is intensely reading 50 Shades of Gray which is kind of interesting
because she didn’t realize all of the hype surrounding it. She has also downloaded an app for her
I-Phone that allows her to translate English words she doesn’t understand into
Spanish, color me impressed. I think I’ll
know when she gets to the good parts.
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| The Road Returns |
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| The Moat Is Gone |
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