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VERY POOR SERVICE

Posted Tue August 21, 2007 6:40 pm, by John S. written to Sears, Roebuck & Co.

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PURCHASED NEW KENMORE REFRIGERATOR ONE YEAR AGO AND WITH THE PURCHASE I ALSO PURCHASED A THREE YEAR WARRANTY WHICH INCLUDES A YEARLY MAINTENANCE CHECK.



AS THE ONE YEAR WAS APPROACHING, CALLED SEARS TO SCHEDULE THE MAINTENANCE CHECK AND THEY GAVE ME AN APPOINTMENT FOR ONE WEEK LATER AND SAID THEY WOULD CALL ME THE DAY BEFORE AND GIVE ME A TIME.

THEY CALLED AND GAVE ME A TIME OF BETWEEN 8AM AND 5PM. THIS IS A NINE HOUR WINDOW. I HAVE NEVER BEEN GIVEN SUCH A WIDE WINDOW ON ANY APPOINTMENTS BEFORE, BUT SINCE THEY DID NOT GIVE ME A CHOICE I ACCEPTED IT. STAYED HOME ALL DAY WAITING FOR THE TECH TO ARRIVE. 5PM CAME AND WENT AND STILL NO TECH. FINALLY ABOUT 7PM HE CALLED AND SAID HE WAS RUNNING BEHIND AND IT WOULD BE ANOTHER HOUR OR TWO BEFORE HE COULD ARRIVE.

THEN AT 8PM HE CALLED BACK AND SAID IT WOULD BE AT LEAST ANOTHER HOUR BEFORE HE COULD COME. TOLD HIM TO FORGET IT.

E-MAILD SEARS CUSTOMER SERVICE AND ALL THEY COULD SAY WAS. THANKS FOR LETTING US KNOW, AND WE WILL CONTINUE TO PROVIDE EXCELLENT SERVICE. I E-MAILED THEM BACK AND TOLD THEM THAT THEY HAD NOT READ MY E-MAIL COMPLETELY AS I DID NOT THINK THEY GAVE ME GOOD SERVICE. THEY E-MAILED ME AGAIN WITH THE EXACT SAME REPLY.

THIS IS TERRIBLE SERVICE, AND I WILL NOT RE-SCHEDULE. THE NINE HOUR WINDOW WAS REALLY DISGUSTING. MOST COMPANIES GIVE A 2 TO 4 HOUR WINDOW. SEARS GIVES 9 HOURS AND THEN CANNOT EVEN MAKE THAT AND DOES NOT EVEN CALL BEFORE 5PM TO LET ME KNOW HE WAS RUNNING LATE. NOW THAT I COMPLAIN THEY JUST IGNORE MY COMPLAINT AND SAY THEY WILL CONTINUE SERVICE WITH EXCELLENCE.

THEY NEVER DID CALL BACK TO SEE IF I WANTED TO RE-SCHEDULE OR NOT.

THAT IS A REAL JOKE. I WILL NEVER BUY ANYTHING ELSE FROM SEARS AND NEVER HAVE ANYTHING ELSE TO DO WITH WITH SEARS AGAIN. THEY ARE A COMPANY THAT JUST WILL NOT GIVE ANY SERVICE.

THIS IS NOT THE FIRST TIME EARS HAS GIVEN ME BAD SERVICE. THEY HAVE DONE SIMILIAR BEFORE, BUT I THOUGHT MAYBE THEY HAD CHANGED. THIS WILL BE MY LAST TIME

HOPE THIS IS A WARNING TO OTHERS. SEARS DOES NOT CARE ABOUT THEIR CUSTOMERS AND SERVICE IS VERY HARD TO GET.

TELL ME WHAT THEY INTEND TO DO ABOUT THIS KIND OF SERVICE. NOT FOR ME, AS I DO NOT WANT TO WASTE ANOTHER DAY AT HOME WAITING FOR THEM, BUT AT LEAST LET ME KNOW THAT THEY ARE SORRY FOR THIS AND WHY IT HAPPENED.


Reply



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by Nicole F Posted Sat September 1, 2007 @ 10:20 PM

Hey, if you don't want that warranty anymore, I think you can still
cancel it and get all your money back.

Call the store and talk with the sales rep. They'll give you a phone
number to talk to the insurance company so you can cancel the
warranty. The store cannot do this, btw.

Best of luck.

Reply
by Mtrain Posted Fri August 31, 2007 @ 10:30 AM

Stop yelling, for crying out loud.

Reply

by Jenn S. Posted Thu August 30, 2007 @ 11:09 PM

Reviewing you letter John, I may suggest a few things.

To begin with, you should write a letter on the internet just as you
would on a manual typewriter. I'm not sure what you intended with the
Caps-Lock key down, but it comes across very poorly.

The other thing I would suggest is writing with complete sentences.
Your lack of pronouns and other words is somewhat poor and makes the
letter even more difficult to read.

I would have suggested writing this letter as a suggestion and not a
complaint. Why? Although they were running late, you ultimately told
them not to come at all; then you continued your complaint that they
never did call back to see if you wanted to re-schedule.

Suggesting they fix their system to at least narrow the window for
service would have been much better.

Reply


A manual typewriter? What is that? :D by donno Sat September 1, 2007 @ 5:33 PM

by NICHOLAI Posted Thu August 23, 2007 @ 6:05 PM

PLEASE DO NOT WRITE IN ALL CAPS. You won't get any help "Yelling" at
everyone on here. I hate when people do that!

Reply
by smythe Posted Thu August 23, 2007 @ 10:33 AM

i had not intended to make any more replies, but there are two of you
that made me think and i am making one final apology to all of you and
if you cannot accept it, than that that is your problem

to Ldawnewdawn67, and to Katie Johnson.

thank you both. you have made me think about some of the remarks i
made and they were surely wrong. and about me lying..well, yes i did
lie. no, not about my health, all that is true. i was on oxycontin
for nearly 2 yrs and finally about 8 mos ago had to go on morphine
pump. this is no fun, but i did not think it was important in my
complaint to sears.

i typed the complaint as if it came from my wife. she is the one who
made the appointments, who had to stay home all day. i am not going
to make excuses for my rude comments to some of you. i do not sit
around and read these sites everday. wish i could.

i thought this site was legitimate and that it was for people who had
received bad service to vent that to them and to show others about,
but. boy, have i learned a thing or two. i will never use this site
again, because it just is not worth it.

yes, i did jump back on some of you. i thought i could hang in there
with the best of you, but oh boy was i wrong. there is no way i can
do that.

i agree wity one reply, that i should have just written the letter and
explained that it was not me but my wife, and now i understand, i
should, but what you do not want to understand, i am limited at how
long i can sit at this computer, and yes, i do get very lazy and try
to take the short lazy way out. this was wrong.

i did however now understand how so many people could be so offensive
because i chose to type in all caps. i never knew that was so wrong.
i am sorry for the headaches, but you do know that no one made you
read it.

again, i do apologize for being rude, as i usually do not like to try
to put people to shame and ridicule them. that is just not me, but,
that still does does not make it right, and i am sorry for all my
rude remarks, and sorry i did not take more time on my letter and type
it properly and sorry i did not understand that all caps is offensive.
i just got carried away.

again, i do not expect that a lot of you are going to believe me even
now. that is ok, there is nothing else i can do. i have done all that
i can. and no, i do not want anyone's sympathy. i really do think
some of you have really enjoyed trying to shame me, ridiculing me and
making me feel bad. well, you have succeded, but that is also ok. if
i could make someone who is lonely, feel good at my expense, than i am
glad i could help

this is the last you will hear from me. take care, and please not for
me, but consider the next person who comes along that may not know all
the rules and may do a dumb job of expressing him complaint as i did.

i have learned a lot from this. see..i did not even type it in caps.
do not want to cause anymore headaches.

no, you do not sound like mother teresa. i am glad you said what you
did. thanks you, and thank all of you who really did trry to help.
some of you did try to help, but i am afraid that i had become so
upset with some because of the way you jumped on that i just went off
without thinking.

whether or not anyone believes me, that is up to you. i have done all
that i can.




Reply

Thanks... by dawniedawn67 Thu August 23, 2007 @ 2:36 PM

Thank You by smythe Thu August 23, 2007 @ 4:56 PM


Smythe by Chris M Fri August 24, 2007 @ 9:31 PM


I said that by ♥Venice♥ Fri August 24, 2007 @ 10:36 PM

Thank You by smythe Sat August 25, 2007 @ 8:00 AM


For the record by ♥Venice♥ Fri August 24, 2007 @ 9:49 PM
by Angelic Princess:) Posted Wed August 22, 2007 @ 6:12 PM

FOUR WORDS FOR YOU: Take off the caps!!!!!!!!!!!!

Reply


by Sunflower Sarah Posted Wed August 22, 2007 @ 5:09 PM

TYPING IN ALL CAPS IS A JOKE!!!!!!!!!!!

If you want ANYBODY to take this letter seriously, type in normal
letters.

"THIS IS NOT THE FIRST TIME EARS HAS GIVEN ME BAD SERVICE."

I am terribly sorry to hear about the service Ears has given you.

Reply

Nice Try by dawniedawn67 Wed August 22, 2007 @ 5:06 PM

i do not want your sympathy by smythe Wed August 22, 2007 @ 5:12 PM
by dawniedawn67 Posted Wed August 22, 2007 @ 5:22 PM

You don't know what I've been through, what I go through now, etc.

I am a very sympathetic and compassionate person and will stand up for
what I believe is right.

But when you get caught in a lie then I can't support you.

Disability never has a place in a letter unless it is germaine to the
situation, but I don't understand why you wouldn't just say that it
was your wife that stayed home - and, if you're home all day anyway,
why say you had to stay home, and you didn't want to waste another day
staying home?


Reply


"your kind" by Katie Johnson Thu August 23, 2007 @ 1:32 AM
by smythe Posted Wed August 22, 2007 @ 4:04 PM

I replied to..Fred Flintstone, and then to everone else, but was not
sure if everyone would see that or not, so I am pasting it here so
everyone can see it. Thanks for all your rude and shameful comments

am replying to this e-mail as this is the only person who took an
interest in my complaint rather than ridiculing and and being just
plain rude. thank yo very Fred Flintstone.

Now for all the rest of you. This is for you...I am 71 years old and
totally disabled and on portable morphine pump 24/7. You can onlu
imagine what the morphine is doing to my body. I can only sit at the
computer for a sheort time and then back to bed, but I really want to
reply to all you rude, incompetint people who apparantly have no
lives. You have nothing better to do than sit around all day and try
to ridicule and put down sime else. Ok, now you have had your fun/
To tell you the truth I did not know that all caps were so offensive
to people. I get e-mails in all caps, alllower case, some with no
punctuation at all, and it does not bother me at all. I am just glad
to get them. I would never make fun and ridicule someone like this. I
APOLOGISE to all you people who were so offended by all the caps. You
will note that I am not doing this in this reply.

Now that everyone has had their fun, I will close out and go back to
bed. I never should have replied back to you all in the first place,
as it was not right. You people apparantly have no life and have
nothing better to do to occupy your time so you just try to ridicule
other people. Now I know how this site works and the kind of people
use it, I will never use it again.

I am glad that I did give some of you something to do with your
selves
for a short time. You will not be hearing from me again however.
find someone else to put down and try to shame. I had no idea there
so many of you out there. Now I know.

Goodbye and good luck. Thanks again Fred. At least you were humane.


Reply



Reply


Sympathy card gets 0 points by donno Wed August 22, 2007 @ 4:30 PM

Wait a minute smythe..... by dawniedawn67 Wed August 22, 2007 @ 4:52 PM

Beat me to it! by TwinkleToes Wed August 22, 2007 @ 6:18 PM


You get what you put in by SiouxFan Wed August 22, 2007 @ 6:27 PM


by donno Posted Wed August 22, 2007 @ 1:23 PM

because the original poster isn't listening to advice that writing in
all cap's is a childish and inappropriate behavior on the internet.

This communication technique is better suited to tin cans and string.
That yelling will travel right down the string.

Internet 101.

Reply


Clearly by MA Loper Wed August 22, 2007 @ 2:17 PM

by Fred Flintstone Posted Wed August 22, 2007 @ 12:46 PM

You should have called me before you went to Sears; I could have saved
you the headache. In the future, I would also advise you to avoid Best
Buy as well. If you want great service, great deals and super customer
service, go to Lowe's.

I got married about 18 years ago and as a wedding present, my dad sent
me the money to buy a microwave. My new wife and I went to Sears,
picked out an "on-sale" microwave, went to pay for it and found out it
was on backorder. Sears told us it would be in stock within the week,
so we paid and waited. One week later, we get the " it will be another
week" pitch. To make a long story short, after about a month they
offered us a comparably priced, but less "featured" microwave in its
place. Told them we wanted a microwave just like the one they SOLD us.
Sears said NO, and I haven't been back since (18 years).

In my opinion, Sears will soon go the way of Monkey Wards! The only
thing keeping them in business is their Craftsman Tools.

Reply

I apologise, I am Sorry. This is to eveyone who responded to my original posting by smythe Wed August 22, 2007 @ 3:25 PM

by RowdyRetailer Posted Wed August 22, 2007 @ 11:12 AM

Ummmmmm.....Some stores have that window of time. If you agreed to it,
you cant complain about it later.

Okay, the guy was late, but HE CALLED you how many times to let you
know that he WAS coming.

You told him later to "Forget It"

What a Whiney Baby, Grow Up!

Reply


Really? by Max Power Wed August 22, 2007 @ 11:19 AM


9 pm at night is reasonable?? by Bobosgirl Wed August 22, 2007 @ 12:45 PM


Please... by Becks Wed August 22, 2007 @ 12:53 PM


by sarahd Posted Wed August 22, 2007 @ 10:29 AM

I know the time span of 9 hours sucks but that is typically what
you'll get. Have you ever called a cable company to come to your
house? It's the same thing.

I agree that you are going to have to just make another appointment.
Perhaps when you call to re-schedule you could nicely remind them that
you already had an appointment set up but the technician did not show.
They may give you a more direct time or make you the first
appointment of the day to make up for the past missed call. Keyword
in there is *nicely*.

If you don't make another appointment you not only lose the free one
year maintenance check-up but you may also void your future warranty.
With my car warranty it is good for 100,000 miles but if I don't get
the 60,000 mile checkup then the next 40,000 miles may not be covered
since I didn't do the up-keep. Same with a warranty I got with a
necklace - it had to be taken in to be cleaned and checked every six
months. As long as I did the cleanings the necklace was covered if the
chain broke or the stone came loose. If I didn't do the cleanings
when they were required the warranty was void. You might want to read
the fine print of your warranty to be sure.

FYI - You're putting people off with all caps because it is considered
shouting and just plain rude to use, especially when typing a letter
to a company. Regardless of whether or not you like all caps better.

Reply


Comcast cable gives a 3 hour window- by Bobosgirl Wed August 22, 2007 @ 12:43 PM


charter by sarahd Wed August 22, 2007 @ 1:32 PM


Maybe its the area you're in? by Bobosgirl Wed August 22, 2007 @ 1:39 PM


could be the case by sarahd Wed August 22, 2007 @ 1:43 PM


Sometimes... by Harleycat Thu August 23, 2007 @ 8:19 AM

by ♥Venice♥ Posted Wed August 22, 2007 @ 3:45 AM

I realize you're annoyed with Sears, but if you don't reschedule the
appointment, you are only spiting yourself because you will be
forfeiting the yearly maintenance which is part of the service
contract you already paid for.

My advice would be to make another appointment and try asking for a
morning or afternoon time frame, so at least you won't have to wait
the entire day. If you're pleasant about it, they might accommodate
you.

Reply

THANKS by smythe Wed August 22, 2007 @ 9:43 AM
by TwinkleToes Posted Tue August 21, 2007 @ 11:44 PM

And Sears will likely not read this letter either...

Reply

NO EXPECTATIONS by smythe Wed August 22, 2007 @ 9:49 AM

Actually... by TwinkleToes Wed August 22, 2007 @ 10:31 AM

by Peregrina Posted Tue August 21, 2007 @ 10:09 PM

Smythe, talk about cutting off your nose to spite your face. Judging
by your responses, you don't seem to realize that Sears is going to do
exactly what you are telling other people to do, which is to IGNORE
THIS LETTER.

Reply

YOU DID NOT by smythe Wed August 22, 2007 @ 9:44 AM
by p d Posted Tue August 21, 2007 @ 7:31 PM

LOSE THE CAPS. SEE HOW ANNOYING IT IS TO READ?

Reply

CAPS by smythe Tue August 21, 2007 @ 8:13 PM

I wont even read it!! by freeby4me Wed August 22, 2007 @ 9:11 AM

SO, DON'T by smythe Wed August 22, 2007 @ 9:46 AM


All Caps... by Harleycat Wed August 22, 2007 @ 10:06 AM

ADVICE by smythe Wed August 22, 2007 @ 10:17 AM


Then.. by Harleycat Wed August 22, 2007 @ 1:22 PM

So Smythe by Prisoner of Askaban Wed August 22, 2007 @ 3:16 PM


Just because.. by Harleycat Wed August 22, 2007 @ 4:29 PM

No by Prisoner of Askaban Thu August 23, 2007 @ 1:28 AM


LOL by Erin M. Tue August 28, 2007 @ 10:47 PM

by Mel2007 Posted Tue August 21, 2007 @ 7:13 PM

Your yelling gave me a headache.

Reply

yelling/headache by smythe Tue August 21, 2007 @ 8:11 PM


? by Mel2007 Tue August 21, 2007 @ 11:25 PM

SORRY by smythe Wed August 22, 2007 @ 9:47 AM


OKAY by Mel2007 Wed August 22, 2007 @ 2:29 PM




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