As Sears had been a trusted name for years, we felt safe in purchasing a tv from Kmart. Apparently we were wrong.
We purchased the tv in November and in May it quit working. We called on May 10th and scheduled a repair appointment which had to go through Sears.
A technician was supposed to be here between 1:00 pm and 5:00 pm and we were told they would be calling before they
Came.
At 3:51 pm I called your service department to find out what was going on. I was told that the tech would be calling shortly and was still coming by
5:00 pm. At 5:02 pm I called AGAIN and was told that the technician was held up on a job and would not be coming. I was also told that he had tried to call at 4:00 pm which was a lie. I had the phone in my hand from
Speaking to your service department
At 4:00 pm. I asked them why they hadn't called earlier to let me know they weren't coming and why they felt like their time was more important than mine. I asked to
Speak to a supervisor and was put on
Hold at 5:06 pm. At 6:00 pm I was still on terminal hold.
I looked on the internet to find where to file a complaint with your company. A very nice lady in customer Service tried to help me and got me a service technician on the phone.
This time I was told that the reason
the technician didn't come was because they were overbooked. So in the space of two hours, I was told three different stories as to why a technician hadn't kept the appointment. This time I was told that the soonest that they could get out to repair the tv was June 4th. So your company now expects me to wait
From May 10th to June 4th to have the television repaired.
I have several questions for you:
1. Are the fingers of everyone in the scheduling department broke?
Must be since no one was able
to dial a telephone and notify us they weren't coming. Maybe they just couldn't decide which story to use since I received three excuses in two hours. 2. Are you aware of the horrible reputation your service department has? I checked online to try to find out who to contact regarding filing a complaint and couldn't believe all the complaints the search brought up. As a business owner myself, in this economic climate I would think that you would concerned about your customer Service reputation.
3. Everyone I spoke to today was busy blaming some other department. I repeatedly asked to speak to someone
Who could actually do something about the problem or who was responsible and got nowhere. Does this concern you?
It would me if it were my business.
Obviously you must have more than enough business because you have just lost a customer and everyone I know as a customer. It is very sad because we have shopped at Sears for years and always thought of it as a quality company. No longer.
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