Posted Wed April 4, 2012 2:23 pm, by kathy h. written to Sears.com
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It's incredibly frustrating to deal with Sears repair department. The 1-800-4myhome telephone number is worthless. The people who answer the phone at this number can barely speak English. I called this number several times to get the status on a repair to my sewing machine and each time, after navigating myself through the ridiculous phone tree, the Sears rep was clueless. Every time the person (several different people) was incredibly hard to understand and very curt and rude. I asked them where they were calling from in the US because it was quite obvious they weren't talking to me from any place on US soil. Each one said that they weren't allow to give that information out. I told them it sounded like they were calling from India. They continued each time to refer me to another number that all I got was an answering machine. I finally called the local store where I dropped off the sewing machine to be shipped out to be repaired. I spoke with Kelly at the Saratoga Springs, NY store and told him it was nice to finally talk to an American who could speak English. He said he heard what I was saying. Super nice guy that should be commended for his customer service and working for Sears. He tried to find me a number to call but all he had was the 1-800-4myhome. I was never able to find out the status of the repair, but I am seriously thinking of not buying another thing from Sears. I had the same problem 6 months ago with a vacuum cleaner I sent in for repair. It came back with a different compartment cover and missing parts on the handle. It took over 12 weeks until I got my vacuum back between hunting down the tech that repaired the vacuum to find out what had happened and getting it back to the way it was sent out. What really gets under my skin is that I have extended warrantees which I paid good money for and the crappy service I get in return. NO wonder Sears is in the financial condition it is. When it can't stand behind its products, they might as well close their doors. Good customer service and good product service is what keeps me coming back.
Sears might want to consider backing the American people. Sending customers to a call center outside the US is ridiculous. Or at least train these people to speak English clearly and take the chip off their shoulders when dealing with Sears customers.