Sears home services
Survey Emails Show Extremely Satisfied Rating After Dissatisfied Response

I have gotten 2 emails to fill out a survey about my experience, 1 each after a repair technician came. The 1st one I didn't fill out since parts were needed & my fridge still didn't work. But yet, I still get an email thanking me for my extremely satisfied rating. There was a link to change my response which I did because I was not extremely satisfied on getting an email about a survey I did not fill. The 2nd appointment came & my fridge was finally fixed & I received an email to complete a survey & I did. I was not happy with the phone customer support. I didn't know what parts I was supposed to get and apparently one was a small plastic bag with what looked like screws was in the box of another part. I thought they were together as one part, but I was wrong. Every time I called to see if the part was coming in I was told it would be in the next day, then the next, then Monday, then it was being ordered. I would get automated calls telling me to call back only to speak to people who would tell me it was still coming in.

Finally I got a call from an actual person who told me I already had the part & that it was the small bag that I thought were screws. I finally scheduled a repair appointment which would be a week later.

The repair technician came 2 hrs late. He did fix my fridge. I had no issues with him. I was happy to wait an extra 2 hrs to have a working fridge. I did get my 2nd email to fill out a survey. I filled it out in regards to my whole experience which was not satisfactory. And once again, I got an email telling me thanks for your extremely satisfied rating. WTF? Has anyone else gotten these emails? Why bother asking us to fill them out when they obviously don't care about our opinion.

Company: Sears home services
Country: USA

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