I recently contacted a Sears customer service representative to schedule repairs on a refrigerator that I had purchased.instead of giving me a time to work with, they stated that it would be within the hours of 8 A.M. And 5 P.M. After explaining that wouldn't work for me, as I have a job and don't have the vacation/sick leave to take a full day off, I asked to speak with a supervisor.
Supposedly I was transferred to a supervisor who reiterated the same information the customer service rep had already told me. I said, that I was the customer, and therefore always right, (even when I'm not) that I HAD to have a time scheduled, because I had to give advance notice at work, and needed to come home and be there when they arrived. I was also informed, that I couldn't even request a more accurate time a bit closer to the date—unless I wanted to call them the day before service so that they could give me a half-day time frame.
I couldn't choose morning or afternoon, and I barely got them to agree to have the repairman call me before he arrived to let me know he was on his way... And I'm not sure if they will hold up that end of the deal anyway. I'm not counting on it.
The supervisor then informed me that I was NOT right, he had no ability whatsoever to change "the system". If that is the case, what is the point of having supervisors??? If they can't do something simple like "change the system", then they might as well be demoted to customer service rep. A computer does what YOU tell it to do, not the other way around.
After having said this, I was informed that it was "policy" to leave it this way as stated in my warranty contract. Since this is "policy" now, instead of "the system", I'm not sure what to believe.
I have decided that the warranty offered by Sears, while it used to be a good investment, is now a scam to sap more money out of you while making you inconvenienced so that you don't end up using their service. I think that translates into a ripoff, don't you?
Anyway, I filed a complaint with the National Customer Service people, and if enough people do that, Sears will have to do something about this problem. It's bad for business to have dissatisfied customers—especially when they plan to tell everyone that they possibly can about their dissatisfaction.
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