I purchased a HVAC unit from sears 4 years ago. I also purchase the "GOLD MASTER" warranty plan which we were told would cover parts & labor for 10 years.
Now that 4 years went by, the condenser unit failed (smack in the middle of the hottest part of the year) - I called the repair center and they responded with "We can have some one out on xx day". OK so far good. Now xx day rolls around and no repar man shows up!
So I call back and request information as to why there was a no-show when I had to take time off from work to be there. Sears customer "service" (yeah right!) responded with "Well sir it seems here that you scheduled the appointment for 3 more weeks from now" — gt; now what consumer in even there WORST state of mind, would schedule an appointment for service 3 weeks from the time that thier unit is broken while living in a house under TRIPLE digit heat?
So now after the condescending CSR discussion and being told that the labor was NOT included in the waranty - and arguing with several individual's (after being put on hold for a long time / transferred to a 'supervisor' etc..) that have NO IDEA what the previous rep talked to me about... One of them finally conceded that "Yes 3 weeks to wait is excessive" then offers to transfer me to the supervisor of the routing department AND HANGS UP ON ME!
BTW - it is now 10 days after my unit quit and they still have not come out to service the unit!
So now it's Monday - they agreed to send someone out on this day and then we get a call that the appointment has been CANCELED because the technician is SICK!!!
Now here is the kicker... Being the sly little sucker my wife is. She calls Sears and asks to talk to a salesman for central heat/air — when talking to the salesman, he assured her that not only after purchasing a new unit (he had no idea we were current unhappy customers) could he get it installed within FORTY-EIGHT hours but if ANY repairs were needed it could be resolved within the same timeframe!
My question is — if a sale can get installations within that time why does sears treat it's existing customers with so little regard!? Do they not even know the term "Customer retention"??? I tell you now at this point — I will NEVER buy from them again!!!
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