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Sears update

August 20th, 2011 at 02:33 pm

My previous blog discussed the fact that I bought the dishwasher from Sears, and the installer dropped the ball. I filled out a survey, then emailed the company. I was given a response of I needed to contact our local store which I did. Two days later, they never called me back (think that might be on purpose?) Anyway, I decided to call the 800 number on the Sears website and I spoke to about 4 different people.

At this point, I'm still not thrilled with Sears. One person thought I was a little unreasonable wanting a gift card for my trouble. I told her if she ever wanted me to shop at Sears, I better get something for the stress and inconvenience. I explained that when the company hires folks who are disrespectful of my time, it makes one think one should go elsewhere. I never once raised my voice or cussed at them or threatened them. The last two ladies apologized for my trouble, and one claimed she would be sending me a $25 gift card in the next 7-10 work days. I'm not holding my breath. Before this she wanted to know why I didn't call my local Sears store back. I explained that I didn't feel I should have to call a second time since I apparently had been "blown off" the first time.

The next night there's a phone call from Sears -- an automated survey on the sale, installation, etc. Let's see, I've filled out a survey on-line, then wrote an email, then called the local store, then called the 800 number and now they want another survey. I hadn't changed my mind. This afternoon there was a phone call wanting to sell me an extended warranty for the dishwasher.

So, I would say Sears needs to work on communication first and foremost since no one else seems to know what anyone is doing at their business.

3 Responses to “Sears update”

  1. creditcardfree Says:

    I worked for a marketing company that took service calls for Sears. All we did was collect information and informed callers that the appropriate department would call within a certain time period. We received so much feedback from people who did not receive a call. I have zero faith in Sears for anything other than a direct purchase at their stores...and even then I'm not a fan.

    Fingers crossed on the gift card, but I wouldn't hold my breath.

  2. Petunia 100 Says:

    The only thing I like about Sears is their car batteries.

  3. Jerry Says:

    They obviously don't have anything that leads to interdepartmental communication, and the right hand doesn't know what the left (or any other part of the Sears body) is doing. They are screwing themselves over. They will have no insurance of repeat customers if they keep this up! Sorry for all the headaches...
    Jerry

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