Sears home repair service
Rep Argued When Customer Criticized Double Scheduling Process

On 3/31/10 around 9AM ET I contacted 800 4PM-Home. I have 5 year warranty thru 3 on fridge and wanted to schedule service appt due to freezer portion not working properly. First I had to give all my info to one dept... Then reiterate all info again to 2nd scheduling dept. I tried to complaint about this and was careful to first state it was not the reps error but a flaw in the process but 'Christina' who isn't allowed to give her last name became defensive and worked hard to talk over me instead of 'hearing' what I was saying which was not a personal attack but instead it became personal because she was clueless on how to treat a customer. After spending significant money on a 5 year extended warranty on 3 appliances, I was not at all pleased with her unprofessionalism nor lack of understanding that if she listened I was trying to communicate to a Sears employee that the need to double communicate was a less than convenient step in your processes. I would strongly urge you to look at giving your reps access to all info transferred from initial rep to next rep and to better teach your reps that customers have a right to vent about the less than user friendly process and that they should listen instead of argue... Because just maybe the customer just wants to try to make Sears a better place to shop and deal with.

Company: Sears home repair service
Country: USA

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