Yet Another Cancelled Service Call after the timeframe PLUS rude customer service personnel

Posted Fri May 29, 2009 6:22 pm, by pat s. written to Sears.com

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After taking off 1/2 day from work for a 1-5 p.m. appt., at 5:30 I called to find out where the tech was. Was told he would call me ASAP. At 5:50, the repair center called to say he was running behind and could not get to me, and I would be resched. When I asked for the next available Sat. appt. it was not to be had until June 6th! I then asked to be placed as the first appt. of the day and was told there was no way they could do that. When I asked to be transferred to a supervisor, I was put back into the never-never-land of the voice menu, and had to start the process all over again. In their defense, I did speak to another rep. who promised to file a complaint for me, and then assured me I would have the early appt on 6/6. Stay tuned for that! My exp with you to date has been poor as far as service goes, and the common response always seems to be "You are the last service call of the day"!

I would like Sears to assure me that I have a valid complaint; I would like Sears to honor their timeframes when they are promised and not always give the standard line the reason the service tech is not there within that timeframe is "because you are the last call of the day!; I would like Sears to promise to send some of their customer service phone people to class to learn how to deal with the public (the idea of a customer service person when being asked to transfer a customer to a supervisor and who transfers the customer back into the myriad of phone options is not acceptable. Dealing with a customer who has a complaint IS PART OF THEIR JOB!!!

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Re: Yet Another Cancelled Service Call after the timeframe PLUS rude customer service personnel by SearsCares Posted Wed June 3, 2009 @ 4:17 PM Dear Pat S., It is disappointing to hear that you have not received satisfactory service from Sears repair. My name is David and I work for the Sears Cares Team. I would like to assist you in resolving this issue. Please contact me at searscares@searshc.com so we can further discuss your concerns. Thank you, David V Senior Case Manager Reply Part 2 by pat s. Wed June 24, 2009 @ 4:11 PM Re: Yet Another Cancelled Service Call after the timeframe PLUS rude customer service personnel by Retail Veteran Posted Sat May 30, 2009 @ 5:04 PM My father was a appliance repair tech for Sears for over 30 years. Sometimes things happen during the day which make the tech run late. A job which initially sounds like it will take a 1/2 hour to complete sometimes becomes more complicated so later jobs have to be rescheduled. Nowadays companies don't want to pay overtime so the tech has to finish by a specific time (say 5pm or so). They are not allowed to perform service calls later than that specific time without approval from management. You're lucky that your rescheduled appointment was only a little more than a week later. Unfortunately, it is not like years ago where the techs could work as late as needed to finish their appointments. Reply Sears cancelled repair call by pat s. Wed June 24, 2009 @ 4:11 PM