Couple years ago I was a phone rep for XM sat radio, so I feel compelled to speak up for the Sears reps (as well as for phone reps in general.)

The reason the reps showed very litte empathy and concern was for two very simple reasons:

1 - They have heard it all before.

The first time I heard 'omg my kid...' I was very sympathetic and went out of my to help. The 50th time...not so much.

2. There is nothing they can do.

They have a schedule and unless the company has found a way to send their repair people out to multiple locations at the same time, there is nothing the reps can do but give you the next available appointment time.

The major difference between phone reps and store clerks is the store clerks are 'local' and the phone reps aren't. When I worked at the fabric store, I would see my customers all over town and I could talk with them about newest scandal or gossip or whatnot happening around town. When I was a phone rep, I would talk to people in towns I had never heard of, in states I had never visited. It's really hard to work up enthusiasm and empathy for someone you will never see or speak to every again and yes, this has an effect on customer service. Sad but true.

In the future, when dealing with a phone rep, keep it casual and business-like. It will make it easier for everyone involved. Treat them like someone you just met casually and you want to make a good impression.

Take my word for it, for the callers who were nice, even in the midst of a billing crises, I bent over backwards for, while the callers who treated me like I had deliberately screwed up their reception got their problem fixed sure enough, but it wasn't a pleasant experience for anyone.