August 23: In home consultation on entry door replacement. Ordered entry doors. (Also ordered roof replacement, which has been completed.)
On September 13, having heard nothing about, I called the district office number I had been given and left a message. On September 16, I was contacted, regarding the roof project, which was completed Sept 19-19.
On October 3, I still hadn%u2019t heard anything about the doors, I tried to get in touch with Michelle Hobbes (Project Coordinator for both projects) by phone several times. Calls were not returned, but I finally got through to her. At first she told me she couldn%u2019t find the door order at all. Then, apparently she found it, but needed to research %u201Cwhere the door is%u201D and call me back.
On October 7, called twice and left two more messages for Michelle
On October 8, I called and asked to speak to Michelle, left another message.
Emailed to Ron De Graw (district sales manager) and Peter Adam (area general manager). Received return receipt notification that the email was deleted unread by Peter Adam.
Called again and after several attempts spoke to Madeleine in the Orlando office, who took down some of the above details and sent them to Peter Adam, Michelle Hobbs and Jim Trautman (Office Manager).
Finally, I received a call-back from Ron DeGraw, who told me my paperwork for the doors had, apparently, disappeared (even though I have it on CD) and would email me the documents I needed to sign again, so we could get things going again.
Also on October 8, around noon, I called the National Customer Care Group # I had been given, which turned out to be an answering service, which took my information and promised a call back within 24 hours.
Ron DeGraw got back to me with the paperwork and I signed it and emailed it back to him. When I got home and was able to compare it to the originals I had (on CD) I noticed that there were some discrepancies in the details, specifically regarding the storm doors.
On October 9, I emailed the original proposal to Ron, and got back a message that he was out of the office for the day. I called and left multiple voice mails for Michelle.
Michelle called me back and we went over the details from my email together. She said she would work on getting my doors re-measured asap and would get back to me.
As of October 16, I have not heard back from Michelle regarding scheduling the measurement
October 18, called Michelle again, left message. Called Ron DeGraw, left message. No return calls. No measurement appointment, no response from the National Customer Care Group.
October 21, called Michelle Hobbs again, left message. Called Ron DeGraw, left message. No return calls. Called again and got Madeleine in Orlando, who sent email to Michelle to, Ron, Jodi, Peter and Jim. Called again after lunch, was told that Michelle was not in the office today, was put through to Ron%u2019s voicemail. Called back to try to speak to a human, and was told that Michelle WAS in the office today, but out to lunch. Took my number and said she would have Michelle call.
I have tried to keep this document factual to this point and not editorialize, but I%u2019d like to add I was %u201Csold%u201D on Mr Mansour%u2019s assurances about experience and customer service. That, more than anything, convinced me to go with Sears. But good customer service doesn%u2019t include refusing to return multiple phone calls or deleting customer emails without reading them. Good customer service does not mean taking one%u2019s info and getting back in 24 hours. (Which, by the way did not happen. Haven%u2019t heard from them as of Oct 21.) Good customer service fixes problems rather than exacerbating them.
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