Sears
Washer Repair Appointment Cancelled Late in Service Window

October 21

Bruce Johnson

Sears Holding Corporation

3333 Beverly Road

Hoffman, Il 60179

To Whom It May Concern:

I purchased a Kenmore Front loader washer on 11/28. It recently stopped working a couple days ago on 10/10/09. I called the service department being that the washer is still under factory warranty. I spoke to Ray on 10/10/09 to schedule a service call she scheduled it for 10/21. She gave me a window of 1pm-5pm. I asked her if she would please have them call me at least 30 minutes in advance she said no problem and I gave her my contact information. I decided to take half a day of work to be here when the technician arrives. Thirty minutes to 5pm I receive a phone call from the service dispatcher that the call would have to be rescheduled. This made me very upset due to the fact that I am service technician myself and now they decide to cancel four hours into my window (again I am a service technician!) Meaning that your service technician was not courteous to realize that he was not going to make it to my window of 1pm-5pm.

Being that I was very upset, because of these hard economic times I took half a day off work with no pay I called to speak to a supervisor and was transferred to John and John could not help me so he transferred me to another supervisor from corporation named Sydney that also could not help me, but to make matters worse as I attempted to hang up and I did not hang up the phone, but she thought that I did I heard her speaking very rude about me to her co-worker about my problem. I find this very unethical and poor customer service.

I am not asking for compensation, but you have lost a loyal sears customer and I will let all my friends, family members, and my customers of this unfortunate customer service nightmare.

Respectfully,

Bradley Stumpe

4268 Vicliff Road

West palm Beach, Fl 33406

Company: Sears
Country: USA
State: Florida

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