This will take some time explaining everything that took place since the first call placed by my husband on July 3rd 2011. Our central air was not working, a service call was placed and the service man came to the house.
July 8th, tech looked at air conditioner and reported to us what was the problem and that a compressor needed to be ordered, he left an invoice with the details and said we would receive a call to have repaired. Customer service set up a date to have repaired on July 13th between (3-7) I made arrangments to have someone at the house to let the tech's in, as I had an appointment that could not be rescheduled. At 12:30 the tech called my cell to tell me he would be at the house in the next 1/2 hour. I explained that there was someone at the house to let him in and that she would stay with him until the job was done. He replied it should only take 1/2 hour or so. I was surprised with this statement and replied it takes you only an 1/2 hour to replace a compressor. He said what compressor I am only replacing a filter. I asked him to look into this and call me back. He did not call me back. At 5 o, clock I called customer service to find out that the part was not in yet and that the tech would not be coming. I explained that this was not acceptable, asked if this error could be fixed and to call me back in the morning this a solution. I received a call the next morning July 14th, the customer service associate said the part was ordered locally and that it should be in a coulpe of days, so we rescheduled the repair for July 20th. Requested a 8:00 am service call. On the night of July 19th the tech called my cell to confirm the service call. He said he would be at my house between 12-4 pm. I explained that I had requested a 8am service call. He said that on his work order it said 12-4 and he could not change it. I asked to speak to his supervisor, he placed me on hold. I waited for what seemed to at least 10 minutes, no one came to the phone and eventually I was disconnected. I called customer service to find out that once again the service call to my house was cancelled, due to not having the correct part.
I then e - mailed [email protected] to explain my frustration with this the next morning. I explained on my e-mail that I would be contacting another heating and cooling company to come to my house to look at my unit. The other company to my house the same day July 20th, he looked at my air conditioner and explained what was wrong with my unit, he gave me the correct part number in which should be ordered and an estimate on the cost of repair. At that time It was noticed on the invoice that was left by the tech on July 8th, the incorrect model # was written on the invoice. He suggested that I call sears to make sure the part ordered was for a 2.5 ton unit not a 3 ton unit. I paid for the service call and then called customer service (parts and service division). Sears had my model # wrong and had ordered a compressor for a 3 ton unit. Zr38k5-pfv-830. I told them that the part # needed for my unit was ZRK528-PFV-830 I explained the error and requested that a supervisor call me back. No one called. I when e-mailed [email protected] to explain everything. At that time I thought I had better start writing down names and dates of my conversations with customer service.
I started calling customer service the next day, I spoke with 3 individuals (Eugene, Patrick, Nypa). I had to explain everything to them each time. On July 25th I received a call from a customer service associate named Leanne who introduced herself as a manager of customer service, she was replying to my first e-mail sent to [email protected], I thought finally someone is going to fix this issue. She pulled up my record, to find that the part that was ordered was in and that she could arrange a service call to repair my unit. I thought great, so we scheduled the repair for Aug 3rd, but before I said good-bye, I requested the part # that was replacing our compressor. She said it was ZR38K5-PFV-830. I lost my mind, I explained it was the wrong compressor, I gave once again gave the right # for the compressor and she said she would call me back the next day.By 5 o'clock she had not called back, so I called the customer service and was told she was in a meeting, I left my name and phone number for her to call me back. At 7:30 pm another customer service associate (Eugene) called and said that he was looking into it and would have someone call me in the next few days. No-one called.
I then once again e-mailed [email protected] to bring them up to date on my experience. On Aug 2nd I received a call from customer service (Debra) and she was confirming my service call for the next day. I explained that the compressor was the wrong one, she said she would find out what was going on and call me back. To my surprise she did call me back within 1/2 hour to say the wholesaler guarantees it is the right compressor. I may have sounded crazy at that time but I wanted to hear this for my-self. She gave me the 1-800 number to call. I called the 1-800 # to find out the person on the other end could not help me. I explained the situation and she gave the phone # of the supplier who supplies parts to the Ottawa area. I called this number to find out that yes the compressor would fit my unit, however in order for it to work they would also have to install a TX Valve, I was also told that the compressor ZR38K5-PFV, would only allow my unit to run short cycles, and not run to it's full capacity. I was very upset. Before I could call customer service back, I received a call from another manager named Tim who was addressing my e-mail sent on July 25th. I explained everything to him and told him I would not allow the tech to replace my compressor with the one they had. We cancelled the service call.
I then lodged a formal complaint with the Better Business Bureau, explaining everything to them. I then received a call from Gordon (head of corporate customer service parts and service). He said he was looking into the concern, I asked Gordon to answer one question for me. Why did sears not order the right part on July 20th, the day I first reported the error. He said he would call me back the next day. I requested him call me on my cell because I would be at work. He said he would, he even repeated my cell number to make sure he got it right. The next day no call came from Gordon. I did however receive a call from Gordon on my house phone, at 4:30pm to say he would call me back to next day around 9:00/9:15 on my cell. He did not call me, however I did receive a call from Andrea who left a voice mail on my cell, I called her back at 3:45pm the same day. Megan answered the phone and informed me that Andrea was gone for the day. I told Meagan that Andrea called and left a message, she politely said she would not want to comment on the reason she called due to not knowing what was going on. I said ok and to have Andrea call me the next day.
Meanwhile Gordon did call me back finally to say that he no longer was dealing with issue due to the fact that I had contacted the Better Business Bureau, and my concern would only be dealt with by the executive level. I was terrible hurt by this statement as I felt I was being punished for asking someone to listen to me. I asked Gordon if he found out the answer to my question (why did not order the right part on July 20th when I reported the error) he replied that he sent an e-mail and did not get a reply yet... Andrea did call me and told me the correct part was in and they could be at my house Friday 8am Aug 12th. I made arrangements with my work to be there.
The tech showed up 9:15am, I when looked at the part # and it did not match the one I had. The one I had for replacement was ZR28K5-PFV-830, the part # they had was ZR28K3-PFV-830. I asked the tech if this was compatible with the one I had, he replied he was not sure, he placed a call and was told I needed a K5, and that they would find out if it was compatible, he then said he would go to his next call in Casselman and then possibly come back in the afternoon. I said ok. With in 10 minutes I made a few calls to find out if this # was compatible, to find out it was. I called the customer service to have the tech return. I was told that he could not. I then received a call the next day by Andrea to reschedule I asked for Monday Aug 15th, was told could not, tuesday afternoon the earliest, I asked for a 8:00 am call due to me having to work 11 to 10 at night. Her reply was the unit would be fixed by now if I had allowed him to fix it on Friday, at that point I was in tears, saying sorry explaining I only wanted to make sure the compressor was compatible, the tech was the one who decided to leave and come back the same afternoon. I explained with everything that has taken place since July 3rd, I was no longer sure I could trust Sears. Andrea did listen to me and said she would request a 8am service call on Tuesday Aug 16th. Monday at 5 pm I received a call from the tech to say he would be at my house between 12-4pm. I called Andrea right away and she was gone for the day. I called Megan she said she would see what she could do. Meanwhile I once again made arrangements with my work place. Andrea called the morning of the 16th to say that the earliest a tech would be here was 9:30-10am. I said thank - you and good-bye. The tech did show up at 10 am (Charbel). This was the same tech that showed the previous Friday. He does not have the compressor with him, someone else is suppose to drop it off with in the next 1/2 as this is what I am told.
I forgot to mention that once when I called to speak to Gordon, I spoke to a executive named Julie, a pleasant individual who gave me her phone number, was told to call her back if I needed anything else. I have called her 2 times requesting a call back. She has not returned any of my calls.
I wanted to add that sears home service did answer my concern that I wrote to the Better Business Bureau, by saying the correct part was ordered and sorry for any inconvenience the customer had experienced. I rebutted by saying that they really had no idea what was going on since the beginning. I still to this day have not received any communication from my e-mails sent to [email protected], or any executive call. This whole experience has been both disgracing, humiliating and very very upsetting. I will never shop at sears again, and recommend this to everyone I know and come in contact with, as I am also in retail (management position). The service I received was with out a doubt something a newspaper would be interested in.
0 comments