Sears lack of customer service, lies, and dis-information
Several of my acquaintances have suffered the “frustrating maze that is customer service at Sears” as mentioned in the 2009-08-19 complaint submitted by “Kenmore No More”.
My experience with the automatons who answer phones at the customer dis-service provided by Sears is that their conduct is disgraceful. The operators who receive the calls repeat endlessly such platitudes as “I am so sorry to hear of your experience” etc. Every time I call, and unfortunately I am forced to call often.
Service representatives were sent out on the wrong days (leaving the customer waiting for 8 hours each time). Two illustrations of Sears’s dis-service techniques are as follows.
Maribeth of London has an LT clothes dryer that has ceased to function on three occasions. After lengthy mix ups about when the service contractor would arrive – she was told to “hang her clothes out on a clothes line.” I will encourage her to write on this site.
When my GE refrigerator ceased to function, twice within 3 months of the purchase date, I was told, after three mix ups of when the service representative who was supposed be at my house turned up once on the wrong date, and in other cases, not at all, that a representative would be arriving 19 days after the refrigerator ceased to function.
Obviously on both occasions that the refrigerator ceased to function the food in the refrigerator had to be scrapped. Eventually I was told by the customer dis-service representative to “put the food in another refrigerator.” (That is not a bad idea, I should get another refrigerator from somewhere other than Sears).
I am open to advice about how to penetrate such a cleverly hidden group who constitute the Sears dis-service department. Finding someone in Sears to probe these situations is daunting. I will, of course, try the Better Business Bureau and see if I can craft a letter outlining the situation to publish in newspapers.
I will appreciate hearing from others who have similar experiences with Sear’s Product, Service and Customer Service. Sometimes there is strength in numbers.