My wife and I purchased Bosh Double Ovens in early September. Our reasons for purchasing from Sears was because we had received good service from Sears in the past (early 2000's). The sales person was very helpful and he assured us that Sears employee's provided the service. However, we discovered that Sears uses 3rd party contractors to do the install. This was the beginning of a very bad experices that started with failling to deliver on the commited date, followed by a new delivery date on which 2 guys came to our house in a small beat up pick up truck with the ovens in the uncovered pickup bed. They removed my old Thermador Douple Wall Ovens and after 2 attempts at adjusting the junction box to accomodate the shorter power cable on the new Bosh Ovens, it bacame clear they had limited or no traning on installation. They were unable to get the new ovens to operate in any mode other than displaing the time and providing an Error code on the display. I attempted to contact Sears, but apparently, Sears has decided to have seperated groups for handling deliver, install and service. They said that would schedule deliver & install of new Bosh Ovens. I told Sears that I did wanted Sears to do the new install and not a 3rd party. Sers told me a Sears Service Employee would be involved in the new install, but it would not be untill 10/29. I felt that Sears was addressing my concerns and thought everything would be fine.
I received an automated call on Friday 10/26 indicating my new oven would be delivered on 10/29 and htat I would recieve a call on 10/28 indicating the planned delivery timeframe. I then received on call today (10/27) from the same 3rd party install company about schedulling installation. I told them that it was my understanding that Sears was going to do the install and that I did not want a 3rd party to do the install. I then called the Sears to find out about delivery & install and the Sears agent told me that she could only schedul delivery and another call center handled installation questions. I then call the Sears installation call center and they infomed me they only addresed installtion scheduling using their 3rd party groups. Furthemore, they had no process to coordinate delivery with installation and that installation might be 24-48hrs after delivery. So I told them that would not work since these were wall ovens and Sears needed to remove the broken Bosh wall ovens first. I asked to speak with the agents supervisor and I asked him if he had access to my customer record and any note regardinf Sears doin the installation. He avoided answering the question and asked me if I wanted them to schedule the installation. I asked to speak to his managed or a VP of customer service. He responded that he was in charge, so I asked if he was a VP and he indicated that he was not. Clearly, he did not want be to esculate past him.
I'm now going to request that Sears remove the ovens and refund my money, for the ovens and warranty.
Sears is just another expample of a company that fails to understand how their operations decisions impact customers.