Sears
Double Wall Ovens Delivery and Installation Failed Using Third-Party Crew

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 employees provided the service. However, we discovered that Sears uses 3rd party contractors to do the install. This was the beginning of a very bad experience that started with failing to deliver on the committed 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 Double Wall Ovens and after 2 attempts at adjusting the junction box to accommodate the shorter power cable on the new Bosh Ovens, it became clear they had limited or no training on installation. They were unable to get the new ovens to operate in any mode other than displaying the time and providing an Error code on the display. I attempted to contact Sears, but apparently, Sears has decided to have separated 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. Sears told me a Sears Service Employee would be involved in the new install, but it would not be until 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 that I would receive 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 scheduling 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 schedule delivery and another call center handled installation questions. I then call the Sears installation call center and they informed me they only addressed installation scheduling using their 3rd party groups. Furthermore, 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 regarding Sears doing the installation. He avoided answering the question and asked me if I wanted them to schedule the installation. I asked to speak to his manager 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 escalate 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 example of a company that fails to understand how their operations decisions impact customers.

Company: Sears
Country: USA

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