Sears
Horrible treatment

Lack of communication - no escalation - broken agreement - poor quality care etc

I have written you in the past aqbout dmaage you did to a dorr in my house when I purchased a fridge from you - tthe fridge also broke down soon after you delivered it - it took you a month to fix it - lost time from work and damage to my door and several reapirs to get it right and spoiled food -so thinking the fridge might break down again - I entered into a service agreement and added a washer to it

Washer broke and here is this story: Wednesday washer breaks – call Sears to schedule a repair.

The first available date is scheduled for next wed – a full week from the date I called the respire in. Was told that I would need to wait for the service person to arrive anywhere from 8- 5 Pm. They could not narrow it down. Was also told that they would call me before they came. Told me to be there all day and wait - they could not possible narrow it down by am/pm (and eventually day)

Tuesday night verified the appointment

Wednesday – service man arrives – looks at the washer and says he cannot work on it because it was beside the dryer and he cannot touch the dryer - according to Sears’s policy – it is not accessible
Wednesday nite call Sears – speak to a customer service person and ask for a manager – am refused.

Call again and explain the situation service person asks me all the information and then says that rescheduling does not warrant me speaking to a manager person passes me on to another customer service representative
Call back – get a Fitz – get passed on to a suervisor and am then disconnected after a 10 minute hold
Call again and get an Andrew – go through the whole story again – 3rds time - then on hold for 17 minutes. Finally get to speak to an Angel - who schedules me for Saturday – 10 days off - gives me a number to call in the am to reschedule – to move the date closer

2 hours spent that evening on the phone trying to speak to someone

Thursday go to the store – explain the situation - they schedule an appointment for Friday

Friday at 530 get a call from Sears saying they cannot come but will be there at 8 am – First stop!!!
Sat set alarm get up at 7 wait - No show
At 10:15 I Go to the store – they cannot help but assure me that someone will be coming – they call several departments in sears and that someone will come from 1-5. Helen calls Tom. 2 Pm –Caroline calls Tom, 4 Pm call Tom
430 someone from the sears store calls us - after we called them of course (to tell us the service guy is in Hurleyville (10 miles away)- and is on his way – 5 Pm No show

Made over 12 calls to sears -and 2 visits to sears store where I bought it -NO RESULTS! Until the 12th call. Lost 3 days of work etc...

Company: Sears
Country: USA

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