I too can so relate to others about Sears no-customer service nightmare. It is utterly ridiculous the lack of concern I received from the 1-88-4-my-home number I was instructed to call. My husband called on June 7 and we were given an appt. For June 18th. The tech had an 8-4 window for the appt. And arrived at 11:59. The tech himself was very nice and polite and diligently worked on the Craftsman riding mower/tractor. He left at 1:38 and informed us that a part had to be ordered and promptly rescheduled us for June 29th between 8-12.
I called on the morning of the 29th to the above automated number to confirm the appt. Was scheduled and it was. Well, come 12:30 no tech and no call. I called the 800# at 12:57 and got transferred to customer service. The CSR, stated she would text message the tech and find out where he was. I left my home for 10 mins. But my oldest daughter (13) was home and knew what to do. The CSR lady called back and said the tech was on his way. My daughter immediately called me and I was enroute to the house. Come 4:30 no tech, no call. Come 6:30 no tech, no call. I called both times and at 4:30 was told he was in my zip code and should be here an hour and a half max. Called back at 6:30 and was told he over 45 mins. Away, had another call and probably wouldn't make it to my home before dark. The tech himself calls at 7:15 to confirm what I already knew—that he wasn't coming.
On Thurs. 30th-I immediately get back on the 800# (which I now know is located in San Antonio, Tx. And can do very little for me in Atlanta). To make a long story short (because it is a long one)—fast forward to today, Saturday, July 2nd (weekend of a long holiday)—no service, no appts., no concern from anyone either in Illinois (headquarters), Texas (call center), or Georgia (when I did get to speak someone here). You would think you were calling into the White House with all the put offs their customer service reps. Give you.
You can't speak to a manager but one can call you back in 24-48 hrs. (NOT)!!! You can call headquarters and they are pretty much clueless so they transfer you back to the clueless reps.in Texas-who must take an oath not to put any calls directly with the people in the area that you live in (you know the ones who could probably help out the most—if there is such a thing).
When I ended my conversation I told the rep. That I promise I would NEVER step foot in another Sears store/outlet/establishment. My husband and I over the years have purchased a big screen TV, a dryer, our mattresses, refrigerator, Craftsman riding mower, several sets of tools (you name them), and a couple of the big red Craftsman tool boxes and as of last week were looking to purchase another dryer (this one is almost on it's last leg) from Sears (of course not anymore). I will not even go into the store to pay a bill to them (that has become my husband's job). I absolutely as disgusted with the lack of empathy of these people. HELLO&did anyone in Texas get the message—YOUR TECH MISSED THE APPT.—I WAS HOME ALL DAY!!! And of course Sears offers no compensation for you taking off work or making arrangements, they will however, offer you another appt. Which could be up to another 2 weeks away!!!
Sears has lost a truly dedicated customer. My husband shops at Sears about once a month, especially during the Spring and Summer because he owns a lawn service (hence, the reason the mower needs to be fixed ASAP)!!! Well, here I am 3 days later still with no repair done on the mower (mind you the part had to be ordered and has been here over a week—waiting)!!! I have spoken to approximately 22 people and have spent approx. 4-41/2 hrs. Of time on the phone (alot of holding and being transfered from one automated number to another).
That's it&Sear's has burnt it's last bridge with me!!! When the mower does get fix—no more. They have totally disappointed me (actually beyond disappointment) because no one tries to correct the problem that generated with the tech (I understand he had 10 calls that day but I didn't assign the appts. I just stayed home for it)!!! He missed the appt. And now I am still waiting. We purchased the extended warranty and for what? To be put off!!!
Oh, and the theme song for the call center is: "I understand". I told the last person please do not tell me that one more time. But to their defense that is one thing they are consistent on—saying they understand but not truly understanding and trying to accomadate the customer.
Sears customers beware—after doing business with them for over 7 years—you could be writing a very similar story one day...
Angie
Atlanta, Georgia
U.S.A.
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