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 The Sears of Yesterday is No Longer
Posted Thu May 8, 2008 12:00 pm, by Herbert P. written to Sears, Roebuck & Co.
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I purchased my entire set of Kitchen appliances from Sears because I felt that they would stand behind their product. What I found was that the Sears of yesterday is no longer.
My Kenmore brand refrigerator has been nothing but trouble. When I purchased it, it came with a 1 year complete warranty and a five year sealed refrigeration system warranty. The label in the door confirms this. When I began to have problems with it, I called the number in the door, 800-4-myhome , to schedule repair service.
The call center is located somewhere in the Philippines, and the reps were nothing short of rude. I kept telling them that my compressor was making noise and that it was covered under warranty. They argued with me and told me that my refrigerator only had a 1 yr warranty. When I asked them if I could read the 5 year warranty to them, they hung up on me!
I called again and was treated rudely for the second time. I called for a third time, and got a rep who, thankfully called the marketing dept, and finally, they agreed, after 30 minutes on hold, that yes, I had a warranty.
I scheduled an appointment for Jan 29, 2008 for the time between 8-12. The tech called me at 1:00 pm to tell me that he was tied up and sorry... I wasted my entire day to hear this!!
He begged me not to complain. He sounded nice... I felt sorry for him. He said he had 13 calls that morning and was overbooked.
My fridge kept making the noise and finally it quit working..I called sears back..More argument with the call center, set up a new appt for May 1st , 2008 between 8-12. Noon came and went... no tech... no call... called my local store to complain... they sent me to Sears One Source. They were exceedingly rude on the telephone... would not transfer me to a supervisor.. "I don't have a supervisor" was what I was told. Tech finally shows at 1:30, he was a replacement for the non-showing tech who missed his appointment.
To the tech's credit, he was the only polite person that I dealt with via sears at all. In fact, he was exceedingly nice and professional. The tech confirmed what I already knew, that the compressor was bad.
He ordered a new compressor, sears shipped it. It took SIX days to arrive, so I had no fridge, and a house full of children for nearly a week.(This should have been on the service truck when the tech arrived, as failure is exceedingly common).
The tech came back and fixed the fridge, for which I was very grateful.
All told, it took a week to fix and approx 10 hours of my very valuable time to get sears to honor a warranty that they had written. The 1st three calls, my claim was denied, and I was told that I had "no warranty". I have to think that had I not been so persistent that sears would have gotten away with not fixing the unit. I'm sure others have given up much more easily. I was treated horribly by all of the sears service scheduling personel, with the exception of the tech who actually showed up.
This was nothing short of a nightmare. I'll never purchase another appliance from Sears and Roebuck again.
Send me a letter of apology for the rude treatment that I received from their call center, and send me a gift certificate for the two service appointments that they missed. And explain why they tried not to honor a warranty that they themselves had printed inside the unit.
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by bhampton@ca.rr.com Posted Sun September 5, 2010 @ 1:21 PM
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I don't believe a word of this as I have been sent to the Philippines
many times as a call center for many different companies and found
that they are very nice and understanding. I have also been sent to
India for Dell and now there is a country with alot of rude service
people only interested in their rating not so much in helping you,
that is why I believe call centers are going to the Philippines and
they already speak English and are a very caring people. So sorry I
don't believe this letter that this person had numerous problems with
a few different techs.
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by ♪♪Venice♪♪ Posted Sat May 10, 2008 @ 5:30 AM
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The one thing in your letter that took me by surprise was that the
call center is now located in the Philippines. The thing I always
loved about Sears was that calling for service at 1-800-FORMYHOME was
simple and painless. All I ever had to do was give the rep my
telephone number, and they would have all of my info at their
fingertips, including purchases, warranty information, dates, etc.,
saving me from having to dig it up myself. And their records were
always accurate.
I haven't called for service in about a year, and I'm going to be very
disappointed if things have changed. Hopefully, I won't have to find
out.
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by Donno Posted Thu May 8, 2008 @ 3:14 PM
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The first tech got tied up and missed the appointment. Would it be
correct to assume you didn't want to got through another missed
appointment, and that is why you didn't call back for another
appointment (even though you suspected something was wrong with the
compressor)?
It sounds like you waited until the unit stopped working to make the
appointment in May. While the experience you had verifying you had a
contract was less than satisfactory, I don't understand why you didn't
reschedule after the first appoinment was missed. That would have
prevented you being without a fridge for so long.
Yes, it is very annoying dealing with appliance service, but it is a
necessary evil unless you can do the repairs yourself.
So, you consider missed appointments gift certificate worthy?
Interesting. Maybe I'll call Verizon and suggest they give me gift
certificates for all the appoinments they have missed. I just assumed
missed appointments were typical.
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