I will submit this in as many avenues as I can, as the "Manager" I spoke to today regarding my scheduled repair service left me with no faith that a complaint would be filed, or that anyone would actually follow up with the complaint. And as a manager in a customer service industry myself, his handling was pahetic, my own reps handle situations better then this manager.
We scheduled our appt online and recieved a confirmation email over the weekend for our appt scheduled fro today btw 1p-5p. I took the time off of work to wait for service. I waited for 3.5 hours until I recieved a call stating they had to reschedule as their was nobody available to come today. I asked how I scheduled appt, recieved confirmation, but today there is nobody. I asked why I didnt get a message earlier in the day when the job were "finalized" and I waisted 4 hours of my day waiting for nothing. All i got was, we can schedule you for this friday? No compensation my time waiting, no compensation for my additional expense now to go to a laundry mat until repair is conducted. I was not left with a feeling of security that my appointment would even be finalized on Friday. This is not the service I would expect from a brand like Sears, and being a manager for AAA, I am sure it is not what these brands would want to be known for. All my appliances are from Sears, TV's, lawnmowers, tools etc. But now I lost faith in the brand and wonder if I should look elsewhere.
To a company like Sears to not empower their associates to properly handle complaints is shocking. They sounded like robots with their Im sorry.
I am out of 4 hours of time that I again have to take on Friday in hopes of service, what compensation for my lost time? I am told Sears does not do that. Sad, when you cannot live up to scheduled promises and do nothing to maintain customer satisfaction and loyalty. So i lost $200.00 in wages today and offered nothing off the repair bill.
Is that how you want customers to see the brand of Sears? Incompetent.
I am curious to see what will happen to restore my customer loyalty, or will I have to find another avenue for my purchases if I cannot rely upon the brand of Sears.
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