I purchased a new 2,000 tv on October 30. The eveneing of December 11 it stopped working, 41 days after purchase. The front of Sears reciept says I have until Jan 29 to return it. I called the number of the store on the reciept and after a few menus spoke to someone named Sheila. I explained the situation and she said the store had one in stock and I could exchange it. So I packed the 60" TV into my suburban and drove to the store. The merchandise pick up folks took it out of my car and said I needed to go to the electronics department to make an exchange. As soon as I got there the salesperson said I was past the 30 day return period. On the back of the reciept it does say 30 days for electronics. I asked to speak to a manager. The manager was adament I could not exchange it. I understand the coprorate policy but what I dont understand is
Why did Sheila tell me to bring it back? The store manager said there is no Sheila. I beg to differ, I spoke to someone who claimed to be Sheila that morning. He stated she was probably with custoemr service. My response was she was trying to give me customer service and he was not.
The store manager is there to make decisions. I am positive that he has the authority to make decisions that will help improve customer relations.in this case he did not. His name is John Bradshaw and he is actually the assistant store manager. He made a bad decision by not allowing some flexibility when 2 different faces of sears at at conflict (Sheila, John and their Reciept).
I have had to call the manufacturer (Sharp) who will come and service my TV in 3 days. So no tv for at least 3 days and if they need to remove my TV to service it, who knows how much longer it will be.
Sears could have made the right decision but they did not. John Bradshaw has caused a Sears customer to not be. I will not make any large purchases from Sears again and I hope those reading this forum make similar decisions. Sears does not deserve to be in business if they cannot manage their relations with their suppliers and force customers to comply with "strict corporate policies" with no room to make appropriate decisions.
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