Sears
Technician appointment unconfirmed and phone call hung up

I am very appalled at the lack of Customer Service when I called to inquire about a Service Repair Appointment scheduled for Friday 10-Oct-08.

At 4pm I called the 1-800 number to enquire when the Service Technician would arrive (I had been told 1-5pm). This was the second appointment I had made as a previous (Weds 08-Oct-08) appointment was not kept by the Service technician.

When I called and spoke with the CSR (Ivy) I asked her to connect me with the Service technicians manager to confirm the appointment. She put me through with a person named Lisa, who stated the Technician would be at my home after 5pm. When I asked her if she had spoken to the technician directly she stated "No", but the system was telling her the Technicians route. I asked her if she was a Manager, and she stated she managed the route. I stated that my question was very explicit was she a "Manager", if not I wanted to speak with her Manager/Supervisor. I wanted to ensure that I was speaking with Management staff to ensure my appointment was kept. I asked her if she had spoken directly with the Technician to confirm the Appointment and she said "No". I asked her to contact the Technician directly. At this point I could hear her tone and she was getting angry and frustrated. Next thing I hear is just a dial tone.

Lisa had hung up the phone.

Despicable Customer Service Attitude.

"Ivy" was on the phone during my conversation with "Lisa".

I am extremely disappointed with:

A) the Customer Service Representations at the 1-800 Call Center.

B) lack of Repair Service Center at El Cajon, in keeping its committed timeframes.

My time is valuable to me, it is obvious to me that it is not valuable to Repair Service Center in El Cajon, CA.

Company: Sears
Country: USA

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