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I just purchased a refrigerator (model ) and when it was delivered, the person was explaining how it works and discovered that the water/ice filter was missing! I understand that these should be furnished with the purchase of the refrigerator and thereafter one has to buy them. I am VERY unhappy that it was not included. Because the store in Christiansburg, VA is leaving, they had no more of the filters. I tried to order on line but was unsure of which I needed as the information did not include a # of the filter needed. I had no problem with the salesman or the delivery people, but I think you should supply me with a free filter.
Thank you.
Mary M. TaylorAnonymous 5/25/13 7:08AMOfficial company replyMary, we are deeply sorry to hear that a filter did not come with the refrigerator you just purchase and that you are having problems finding one. We'd like to look into this issue further and offer our assistance. Please send the following information – contact #, screen name (Mary M. Taylor), phone # used at time of purchase to smadvisor@searshc.com – We look forward to speaking to you.
Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/25/13 12:25PM
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Very nasty woman in customer service for lawn and garden. Went to give her part number in weed wacker booklet and she said they are not valid. She asked for model number on machine and there wasn't one, so when I tried to give her model number from booklet, she cut me off saying it won't be right. I said to her again, there is not a model number on machine and tried to give her all written description on its body. She had to have model number. I read it off the booklet and insisted she listen to it. She then said, "Oh cool, it really is a model number. Whole attitude demeaning and sarcastic. It seems the manufacturer no longer makes the part. After all this she asked me if I wanted a refigerator filter. Not from you, sweatheart.Anonymous 5/25/13 6:50AMOfficial company reply
Anonymous1407336, we are sincerely sorry for the poor customer service you received at our store recently. I understand how frustrating this must be for you. We would be happy to offer our assistance. Please send the following information – contact #, screen name (Anonymous1407336), phone # used at time of purchase to smadvisor@searshc.com – We look forward to speaking to you.
Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/25/13 12:09PM
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I purchased a Kenmore Elite refrigerator in Dec. 2007. The connector to the water dispesner and ice maker sprang a leak and flooded the ktichen. Since the purchase I have replaced the connector 4 times. Finally purchased an aftermarket connector in 2010. Since then the water tubing has pinholes and caused more water damage. Last week it cracked and caused extensive damage to my walls, flooring and ceiling below the refrigerator. Sears customer Care gave me a claim number and to call I talked to a supervisor who told me the Kemore refrigerator was made by LG and it was their problem as far as damage is concerned. Also she told me her job was to "tell people like me" that Sear has no intention of making good on damages caused by the Kemore refrigerator and that was why she was paid the "big bucks"! What an awful company! What a awful supervisor! This is the company that handles damages caused by products Sears sells? I hung up on this disgusting, ignorant creep of a woman! Truly ugly experience!Lucy 5/24/13 6:47PMOfficial company reply
Lucy, at Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. This is not the type of service that you deserve or the type of service that Sears has long been known for. We understand your frustration and concern in this situation and would be more than happy to speak to you further on what has transpired and offer our assistance. Please send the following information – contact #, screen name (Lucy), phone # used at time of purchase to smadvisor@searshc.com.
Thank You,
Dianne D.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/25/13 11:56AM
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I purchased a pair of glasses about a month ago. I ordered and paid for the most recent technology in progressive lenses (trifocals). What I received was an $850 pair of glasses that have a worse field of vision than my old ones. I first contacted the Sears where I purchased, and they told me I got what I paid for. Definitely not correct. I then called Sears customer service and actually got through! The rep was very nice and told me she would call the manager at the optical center where I purchased my glasses, to let him know I was coming in. When I arrived, the mgr. took one look at my lenses and agreed a mistake had been made. He took my glasses and said he was sending them back to the factory to have them make it right. The next day I got a call from the saleslady who sold me the glasses, and according to her version, I got the right lenses. Not correct. I can see better with my old glasses. I would like a refund (90 day guarantee) and am within the time frame. However, they don't want to accept a return. I have already been to this optical dept. 4 times. Now I have an $850 pair of glasses that I can't wear! Additionally, at the time I purchased the glasses from Sears, they were having a buy one get one free special, as other optical places were having. Now the sales are over with. So even if I could purchase from another optical center, I wouldn't be able to afford (I am retired) to get a pair of what would have been free sunglasses. This is a terrible situation and I have plenty of aggravation from it.slew2621 5/24/13 11:27AMOfficial company reply
Dear slew2621,
My name is Trent and I am with the Sears Social Media escalations department. Please accept our apologies for all of the troubles that you have had with our optical center. It is our goal to provide our customers with the highest quality customer service and from what you indicated in your post, we have fallen short of that mark. We can certainly understand your frustration with not receiving a product that you are satisfied with. We would like the opportunity to discuss your experience with you and be your one point of contact within Sears to ensure that we resolve your concerns in a satisfactory manner. Please send the following information – contact #, screen name (slew2621), phone # used at time of purchase to smadvisor@searshc.com.
Thank you,
Trent A.
Social Media Moderator
Sears Social Media SupportSears Cares 5/24/13 6:09PM
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We have purchased many appliances from Sears 3 years ago. To date our Washer has had 4 repairs, our dryers has had 3 repairs and our Fridge has had 3 repairs. We had to fight tooth and nail just to get someone out here to fix the items. We had purchase the extended warranty for them and it still was difficult to get anyone out here to repair them. We also placed a Freezer on layaway and when we went to cancel the Layaway they tried refusing to return our money and the delivery fee for a item that was never delivered. It took us 4 months to get our money back after we filed a report with the Better Business Bureau. We will never buy any more products from sears. From now it will be Lowes, they offer free delivery and a military discounts.Anonymous 5/23/13 7:01AMOfficial company reply
Anonymous1407335
Hello, my name is Christine and I am with the Sears Social Media Support team. I saw your post here and would like to reach out to you and offer assistance. I can understand how upsetting the circumstances are surrounding your previous appliances and your freezer layaway. We apologize for failing to meet your expectations with the return of funds for your canceled order. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss options to satisfy you as a customer and investigate your concerns. At your convenience please contact our office via email at smadvisor@searshc.com to open the lines of communication with you and discuss your experience with us. In the email please provide the best contact phone number or the number to which your appliances were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous1407335) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we are anxious to hear from you.
Thank you,
Christine R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/23/13 11:40AM
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Sears subcontracted Team IMI and Robert Rinaldi in Connecticut for an install. The installer picked up my dishwasher from the warehouse and then told me that it had not yet come in. Apparently, he was running late and rather than admitting to it, he lied. Team IMI did not return emails or phone calls. Sears notified me that until THEIR licensed installer returns the dishwasher to the warehouse, they could not issue me a refund. They basically told me to track down their installer and deal with him, as they were unwilling to do so. This is on top of the hang-ups by customer service agents and hours of holding and transfers.Mike S 5/22/13 5:23AMOfficial company reply
Dear Mike S, We were moved by your post and would like to reach out and offer our apologies for your recent experience with the installation of your dishwasher and our customer service team. My name is Christine and I am with the Sears Social Media Support team. I can see how frustrating your experience is with us as you tried to have the process of refunding your dishwasher done in a timely manner. I can see how overwhelming it is to be without answers to resolve the issue. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss options and see what can be done to make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be troubled by this any longer. In the email please indicate if the number you have provided in your post is the best contact phone number or the number to which the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Mike S) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Christine R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/23/13 11:49AM
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Sears has got to be the worst retailer in the US. It is sad to see this iconic American brand falling so quickly.
Following is the email I sent to Sears Holding Company regarding my elderly mom's washer:
Dear Sears Customer Service,
Let me tell you about my day with Sears-- I've been on the phone with Sears Customer Support, Regional Support, Technical Support, my local store and more for 5+ hours. Here's why:
Problem 1: Last Saturday, the Kenmore washing machine I purchased in
2011
for my 87-year old mom and sister, died. I contacted Sears tech support to schedule a repair appointment. During the call, I was told I could buy a warranty for $225 which would cover repairs up to $500. I was pretty incredulous and asked if even though Sears knows the machine is broken??
I was told this wasn't a problem so I bought the warranty.
The Sears technician came out on Tuesday; based on his evaluation, the controller computer on the washer is faulty. We were told it would take about 9 days to get the part. I called customer support and explained that my mom has advanced Alzheimer's and my sister is paralyzed and in a wheelchair. I needed the part fast and the repair immediately--tomorrow.
Customer Service got the part to me today but it turns out it will take another week to get a repair person there. I have contacted your Escalation team, Customer Support, and Tech Support (spending a good part of today on the phone)and that's the best you can do? Tonight, I had an extremely unpleasant conversation with "Chris", a customer service rep in your inbound customer support operation. He didn't seem to understand that this was an urgent situation that required him to "think out of the box" for a solution. All he could say was, "I've done what I can, I called the dispatcher, there are no appointments until Thursday, May 24." When I commented that I was a former Sears employee, he asked me if I knew how many customers Sears had (the exact number) therefore, how could I expect the company to respond quickly to my urgent request. Not very customer focused in my opinion and certainly not a good representative of Sears.
Here's why I have issues with the above: First, as a former Sears customer service employee I am embarrassed that you have people like Chris talking to Sears most valuable asset--its customers. Next, I'm surprised that Sears doesn't have a process in place to deal with emergency repairs. A washing machine repair, in your opinion, may not warrant an emergency but as far as my 3 in-home care attendants are concerned, having two incontinent patients requires a working, dependable machine 24x7. A multiple-day downtime is a nightmare. I purchased a Kenmore from Sears because it was (or used to
be)one of the most dependable machines on the market and Sears' "Satisfaction
Guaranteed or Your Money Back" motto was something that the company brand stood for when I worked there. This motto empowered customer service employees to react to different situations and make sure that
their customer was taken care of.
I am extremely disappointed in the quality of the Kenmore washing machine.
If my mom's washer can't be repaired immediately (tomorrow), I would like to have Sears either pick-up the machine and refund my money or replace it with a comparable machine--immediately within the next day or two--not weeks from now.
Problem 2:
On April 8, I took my Kenmore vacuum (under warranty) to the local Sears store for repair. Coincidentally, I contacted Sears today to find out the status. After calling around for another two hours, it was discovered that my vacuum: 1) was never sent out for repairs; and 2) was now lost. At this point, I was rolling my eyes (as you probably are). As of the close of business today, my vacuum was nowhere to be found. Again, I would either like my vacuum back or a new one of comparable quality.
I have had a long relationship with Sears (and Allstate, where I also worked). I am reconsidering that relationship and whether I want to continue in the future as a Sears customer. As a company, you've greatly disappointed me--I have always held Sears up as an ideal--a customer-centric brand with employees who put the customer first.
Sadly, you are not that anymore. (And by the way, I should have gotten a
big hint when I had to keep wading through your awful, complicated, and long telephone "tree". Have you ever called your customer service departments and picked your way through the voice commands? I guess it's a great way to cull off those with less fortitude than me and get them to hang up.)
In closing, as stated above, I want my mom's washing machine either returned for a refund or replaced immediately--in the next day or two--not in weeks.
In addition, I want my vacuum back as soon as possible. I would like an immediate call back from someone with the authority to resolve the above issues.
Sears' response was the same trained answers that the Sears Social Media person on this site uses ("Thank you for your recent correspondence. We are always interested in hearing from our Sears customers. We apologize for the inconvenience you have experienced with the washer....").
Although they were able to expedite service, the technician broke the washer's door and now we need to wait for another nine days for service. Sears refuses to exchange the machine and encourages you into purchasing a post-sale warranty which, it turns out, lessens your consumer rights. There is no escalation beyond their customer service email process and I guarantee--you will not get customer satisfaction.
Think hard before you purchase from Sears because you truly will have no recourse.nelli 5/21/13 8:06AMOfficial company replyDear nelli,
We’re sorry for any distress and inconvenience you have encountered with your washer and vacuum cleaner. My name is Christine R. and I’m with the Sears Cares Social Media Support team and we would like to help. We would like the opportunity to have one of our dedicated case managers contact you in order to ensure a proper resolution to your issue and restore you faith in our company. We do appreciate your personal insight and feedback. As you are a former employee who understands our commitment to our customers and we truly apologize for letting you down. Please send the following information-contact#, screen name (nelli) and the phone # used at time of purchase to smadvisor@searshc.com.
Thank you,
Christine R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/23/13 12:01PM
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Dear Christine,
Why would I contact you and discuss my washer?
My biggest complaint is the Sears Auto Centers all over the US plus you cannot help me because I have already discussed my problem with Sears and they just say, sorry we can't help you, you have to deal directly with the Auto Center.
Sears Sucks!Anonymous 5/20/13 7:37PMOfficial company replyDear Anonymous1407334;
Please accept my sincere apologizes for referencing a washer in my recent post. We can connect you with a case manager from our executive offices who can and will monitor your issues with our Auto Center. Please refer to our original offer of assistance if you wish to reconsider and allow us the opportunity to assist you. Sincerely,
Christine R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/23/13 12:10PM
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I think everyone of us should be writing to Mr. Edward Lampert, CEO of Sears Holdings
I heard he doesn't care about saving Sears, he is just going to close some of the Sears and K-mart stores to save money on inventory, that way he can satisfy the investors.
I myself had faith in their Auto Center but never ever again and I will make sure everyone in my town knows about it. Then Mr. Lampert can close this Sears too since nobody is ever in their buying anything anyway. Can't tell you enough how very disappointed I am in Sears!Anonymous 5/19/13 1:20PMOfficial company replyAnonymous1407334
Hello, my name is Christine and I am with the Sears Social Media Support team. I saw your post here and would like to reach out to you and offer assistance. I can see how upset you are with our Auto Center and would like to connect you with our case management team to discuss your experience. We apologize for disappointing you and failing to meet your expectations. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss options to satisfy you as a customer and investigate your experience. At your convenience please contact our office via email at smadvisor@searshc.com to open the lines of communication with you and discuss your washer. In the email please provide the best contact phone number or the number to which the Auto Center experience was listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous1407334) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we are anxious to hear from you.
Thank you,
Christine R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/20/13 9:02AM
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Liz R.,
My kitchen was to be remodeled 3 or 4 weeks from the date of April 6. Although a crunch, I was promised it to be finished by Mother's Day weekend, before my children got home for the weekend. It is now May 19 and no word from Sears. I assume that Memorial Day weekend and Father's Day weekend, and perhaps the Fourth of July will be ruined. We did the repairs that we were supposed to do prior to April 29th and I packed up my kitchen before that date. We have been living off of a cart! We purchased a new microwave and dishwasher which have been sitting in our garage since April 26. If I could only get my "down payment" of over $10,000 back, I would start over with a reliable company. My sales consultant never told us an out right lie, just didn't tell us the complete truth. She told us that a man would come to our house to double check her measurements, a blueprint would be created and sent to us for our approval and the work would start. "Joseph" did come the following week but "gripped" (polite word) the entire time he was here. Our appointment was at 10:00 and he arrived at 11:00 because his boss, "Amanda" knew better than to expect him to leave Virginia Beach and reach our home by 10:00. "He was going to get up at 6:00 in the morning to keep the scheduled time." Joseph told us that he was there to only measure the cabinets and that another man would come and measure the countertops. We kept asking Shannon, our sales rep., and Amanda, Shannon's boss, when the countertop man was coming to measure. About 10 days ago, Amanda finally told us that he would not come until the cabinets were in place and then it would be an additional 2 week waiting period before the countertops were installed. Certainly, Shannon knew this on April 6 and could have told us that this project would last forever. We are so deeply disappointed and frustrated. We were going to pay Sears to replace our roof, but the kitchen experience has been too overwhelming and it has not even started yet. I just cannot imagine what will come later....if anything!
Dottie D. BrattonDottie Bratton 5/19/13 10:35AMOfficial company replyDottie; I saw your post here and wanted to offer some assistance. We do apologize for the level of customer service you have encountered with your kitchen improvement project. My name is Christine and I am with the Sears Social Media Support team and a colleague of Liz R.. I can see how frustrating it is to receive poor customer while trying to schedule and expect to have us meet our promised commitment. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss options and see what can be done to make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the home improvement was scheduled under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Dottie Bratton) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Christine R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/20/13 8:52AM
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Sad that Sears is a American company and treats its customers so poorly. To make a long story short purchased over $15,000 in appliances and guess what returned everyone of them, went with ABT electronics. Sorry sears you will never have my business again.I HATE SEARS 5/19/13 7:22AMOfficial company reply
Dear I HATE SEARS,
I am saddened your poor customer service experience was not at the level we expect to deliver to you, our valued customer. We are deeply saddened we have lost you as our customer and you will be missed. The inconveniences that have been caused, I am truly sorry. We would like the opportunity to speak with you regarding your experience and hope we can restore your faith in our company. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which your appliances were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (I HATE SEARS) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Christine R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/20/13 7:55AM
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I will never purchase another product from Sears again! From the start when I purchased our patio table it was a mess. Nobody knew what was going on and it took an hour to help us. Ok ... I got over that. I understand sometimes everyone calling in sick in one day is not their fault. And thank God for Ed ... He is wonderful and helped answer all our questions. Then our delivery came. All chairs were missing. When the delivery guy was questioned he said don't worry they are all in the boxes. No... They weren't. When I called customer service. The girl on the phone was very rude. She told me she tried calling the warehouse and no one is picking up and that's all she could do right now. And her tone made me feel like I had no reason to be upset. I still don't have my chairs. Stay away from purchasing from Sears!Anonymous 5/19/13 6:19AMOfficial company reply
Dear Anonymous1407333;
I deeply apologize for the issues with your patio table set and your poor experience as a valued customer. We understand the concern this would cause and regret you have lost faith in us. We would like the opportunity to speak with you regarding your experience and hope we can resolve this experience to your satisfaction. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which your patio set was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous1407333) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Christine R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/20/13 7:05AM
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Repairs to my lawn mower were accomplished quickly and I received it back in less than a week's time. HOWEVER, after receiving a special tune-up offer shortly thereafter, I took it out in good faith an am still waiting three weeks later! My back yard now resembles a meadow - the grass is knee-high! This is ridiculous!Anonymous 5/16/13 3:57PMOfficial company reply
Anonymous1478,
My name is Liz and I am a member of the Sears Cares Escalation Team. I came across your post and wanted to express our apologies for the difficulties you have experienced with your lawn mower repair. Please be assured that we value your business and understand the importance of receiving your lawn mower back from repair in a timely manner. We would like the opportunity to speak with you to ensure your situation is resolved quickly and to your complete satisfaction. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (Anonymous1478), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/16/13 4:17PM
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Recently I had scheduled an appointment with a & e service in the Detroit area. It felt like a cold contact when you can only request an appointment without speaking with anybody. The service man came out and sat down in a chair and asked me to locate the model and serial # for him so he could enter it into his computer. I am on disability and you would think he would look inside the refrigerator. I watched as he took off a cover plate to locate the bad part and order the part on his computer. He took a payment of over $90 and stated there would be a balance of $25.we rescheduled an appointment for a week later to finalize it. He missed 2 appointments to make the repair. I eventually made the repair, when he called again to schedule 3 weeks later I advised I had made the repair. Should I receive any type of satisfaction ?, reduction in costs?, I will call and find out.dsimmerer 5/16/13 3:24PMOfficial company reply
Dsimmerer,
I’m sorry for any distress and inconvenience you have encountered with repair service. My name is Liz and I’m with the Sears Cares Social Media Support team and we would like to speak to you. We would like the opportunity to have one of our dedicated case managers contact you in order to ensure a proper resolution to your continued concerns and an end to your frustration. At your convenience, please send the following information-contact#, screen name (dsimmerer) and the phone # used at time of purchase to smadvisor@searshc.com. Thank you, Liz R. Social Media Moderator Sears Social Media Support
Sears Cares 5/16/13 3:57PM
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My name is Todd I bought a tv with the protection plan for an extra hundred bucks. Thought I was covered. Since April I have had service apps. I have had someone show up once in 5 times. It's either a parts problem or a scheduling problem. Every time I call the people are so nice and sorry and understand my frustration but what good does that due me? I will tell my entire family of 38 to tell their friend never to shop at Sears! This is why Sears is going broke. The reachability question is funny sure I can reach a phone center in a far of country but to talk to an American takes a lot of timeTodd 5/16/13 2:19PMOfficial company reply
Dear Todd,
My name is Liz and I am a member of the Sears Social Media Support team. I saw your comment and want to offer some assistance. I am very sorry to see that you had such a disappointing experience with your television repair. It is frustrating enough to encounter any trouble with your service appointments, much less to receive poor customer service while trying to obtain a timely resolution. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your repair needs are met to your satisfaction. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the television was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Todd) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/16/13 2:43PM
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Somehow I'm not surprised to see this many complaints...
For the first time in decades I purchased a sears product. I bought a used lawn tractor last year, it's three years old. It been running fine for me since. ( go figure)
Recently, I called sears lawn n garden in Osage Beach, MO to confirm that the blade shaft is a reverse thread, so I wouldn't ruin the threads and have to replace the shaft. I asked the service guy on the phone " which way are the shafts threaded?" Hr said without missing a beat " reverse threaded, left hand turn to tighten and right to remove"
Guess what?
After fighting with what I thought was a rusted nut I finally removed the nut and all the threads on the shaft!!!!
NOW I remember why I NEVER deal with Sears!!!!
Go to LOWE'S, you will regret buying a Sears Product.
Maybe not right away, but in the end they'll do you like me, and @&$# up your shaft!!!!R Gibbons 5/15/13 7:48AMOfficial company replyR Gibbons
I saw your post here and wanted to offer some assistance. We do apologize for the troubles you have encountered with your tractor. My name is Liz and I am with the Sears Social Media Support team. I can see how frustrating it is to receive incorrect information for your blade shaft. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss options and see what can be done to make things right. Please send the following information – contact #, screen name (R Gibbons), phone # used at time of purchase to smadvisor@searshc.com. Thanks, Liz Social Media Moderator, Sears Social Media Support
Sears Cares 5/16/13 12:57PM
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Graham: Jordan, I see that the order for the did not processed.
Jordan Klein: Yes Graham I know that. I waited 8 days for you people to figure that out.
Jordan Klein: I was told (in writing) that order will not ship and to place a new order which I did last night. I placed the new order and paid extra for overnight shipping. I was told (in writing) that it will be delivered tomorrow. Where is the item now and when will it arrive? Please provide tracking numbers.
Graham: I do understand your concern and it must be frustrating for you.
Jordan Klein: Your comments are only making me more angry. Where is the item? When will it arrive? What is the tracking number?
Graham: I apologize you for the delay in the shipment of the item.
Jordan Klein: Where is the item? When will it arrive? What is the tracking number?
Jordan Klein: Can you give me that information? Yes or no?
Graham: I am sorry to inform you that there is no tracking number in the order details as the tracking numbers are not generated.
Jordan Klein: Ok, then since you promised me last night when I ordered this that it will arrive tomorrow, please cancel the order and refund my credit card.
Graham: I am unable to cancel your order. Once you receive your order you can return it to any Sears(Kmart) retail store for an immediate credit or you can follow the return instructions on the packing slip included with your order. You will receive credit once we receive the item.
Jordan Klein: That is not acceptable.
Jordan Klein: Either tell me when the item will arrive or refund my order. Otherwise, you have stolen my money and I will report this to the FBI
Graham: I agree that the problem you have had is not acceptable, however, these are not examples of what is experienced by most of our customers.
Jordan Klein: Are you kidding me? This is the 4th TIME IN 2 WEESK THAT I HAD THIS PROBLEM WITH SEARS!
Jordan Klein: Either provide a tracking number or refund my credit card.
Graham: I understand this experience was less than perfect, however, I hope you will give us another chance to demonstrate our commitment to customer service.
Jordan Klein: ANOTHER CHANCE? I SHOULD GIVE YOU A FIFTH CHANCE IN TWO WEEKS TO ACTUALLY NOT SCREW UP MY ORDER?
Graham: I am really sorry for the trouble you are facing with your orders.
Graham: We owe you an apology
Jordan Klein: Sears is committing an act of internet fraud and theft. You have a choice: refund my credit card now or tell me when this item will ship. If you can't do either I will be filing a report with the US FBI, Better Business Bureau, New York State Attorney General, Sears Corporate headquarters, your CEO, and local and national news media.
Graham: I have checked the details for you and see that we do not have an option to cancel the order and there is no tracking details updated yet.
Jordan Klein: Ok so Sears has now committed internet fraud and theft which are both crimes in the United States.
Graham: I would request you to wait because I see that shipping date of the item is tomorrow.
Jordan Klein: NO THE ARRIVAL DATE IS TOMORROW
Graham: Yes, you are correct.
Jordan Klein: By the way I am posting this entire chat on Facebook as we speak for the rest of the American public to read
Jordan Klein: hello? please provide the tracking number, a time this will ship to arrive for tomorrow, or provide a refund.
Jordan Klein: The entire world is watching
Graham: I am really sorry there is no tracking information available with us.
Jordan Klein: Ok so refund my money
Jordan Klein: Failure to do so is a crime in the United States
Graham: I see that we do not have an option to cancel the order and provide you the refund because your order comes under the fulfillment channel where you cannot cancel any order.
Jordan Klein: So fix it.
Jordan Klein: I am demanding a refund since you cannot tell me where this item is. If you cannot provide a refund, Sears is committing an act of internet fraud and theft. You have a choice: refund my credit card now or tell me when this item will ship. If you can't do either I will be filing a report with the US FBI, Better Business Bureau, New York State Attorney General, Sears Corporate headquarters, your CEO, and local and national news media.
Graham: I understand your concern regarding our order and I also know that you have paid the money in advance to get the items and you have not received the order yet and currently we are not able to cancel the order and provide you the refund right now.
Jordan Klein: Ok well that is fraud and theft
Jordan Klein: I will be publishing this entire conversation across the internet to show how Sears treats its customers and have proven that sears will commit crimes of fraud and theft
Graham: I will issue you the 5% off on your order and you will be able to view the refund amount back to your credit card within 3 to 5 business days.
Jordan Klein: If you read your notes I already got 10% off this order
Jordan Klein: I want a refund or a tracking number. Failure to do so is fraud.
Graham: Jordan, I agree with you that currently there is no information available with, I request you to provide us the 8 business days to resolve the issue.
Jordan Klein: NO I WILL NOT DO THAT. YOU DID THIS TO ME LAST TIME
Jordan Klein: I WANT MY MONEY BACK NOW
Jordan Klein: YOU ARE COMMITTING FRAUD AND THEFT
Jordan Klein: I WAITED 8 DAYS LAST WEEK BECAUSE YOU SCREWED UP THE ORDER
Jordan Klein: ONLY TO BE TOLD TO REORDER THE ITEM YESTERDAY AND IT WILL BE DELIVERED TOMORROW
Graham: Jordan, we need 8 business days to resolve the issue and see what best can be done in your ase.
Jordan Klein: You people are unreal. I cannot wait until sears finally goes out of business
Graham: *case.
Jordan Klein: So you cannot refund me for a purchase that you cannot ship?
Graham: Jordan, I do not have an option available with me to provide you the immediate refund.
Jordan Klein: Ok so you are committing a crime
Graham: I apologize to you. Please allow us 24 to 48 for the tracking number.
Jordan Klein: What are you telling me? You just told me to wait 8 days. Now its 24 to 48 hours?
Jordan Klein: Why would I wait 48 hours if the item should arrive tomorrorw
Jordan Klein: *tomorrorw
Jordan Klein: *tomorrow
Graham: Jordan, I would like you to wait 24 to 48 hours for the tracking number to get updated.
Jordan Klein: THE ITEM IS TO ARRIVE TOMORROW!
Jordan Klein: Why would I wait 24-48 hours
Graham: Yes, you are correct. One of the order will be shipped tomorrow.
Jordan Klein: IT IS SUPPOSED TO ARRIVE TOMORROW NOT SHIP TOMORROW
Graham: The order "501730882" will be shipped tomorrow.
Jordan Klein: How do you know that
Jordan Klein: It is supposed to arrive tomorrow
Jordan Klein: Arrival Date: May 15
Graham: As per the order details the arrival date is on 05/15/2013.
Jordan Klein: YES I KNOW THAT IS TOMORROW ARRIVAL DATE TOMORROW!
Jordan Klein: TOMORROW IS 3 HOURS FROM NOW IN NEW YORK TIME
Jordan Klein: NOT SHIP DATE ARRIVAL DATE MAY 15
Graham: Yes, you are correct.
Jordan Klein: OK, you obviously have no clue. How can the item ship TOMORROW (5/15) IF IT IS SUPPOSED TO ARRIVE TOMORROW?jordanklein 5/14/13 6:19PMOfficial company replySears Social Media Support
Jordanklein,
I came across your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. I am truly sorry for the troubles you have experienced with your online order. Per our records, we recently reached out to you on 05/14/2013 on a different site. We have received your contact information and it has been forwarded to our case management team for contact. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/16/13 12:48PM
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May 4,2013 we ordered a range online layaway but were able to use our coupon code. We were informed we're not able to use coupon codes on layaway, which is false, because we used coupon codes on layaways in the past and the following day used a coupon code for another layaway. We contacted sears & after speaking to several people decided to purchase the range and pay the full amountof authorized amount of $364.77 , we cancelled prior layaway. We were told after several attempt we'ld receive our layaway refund w/in 72 hours and still have yet to receive. We later noticed following the purchase that sears took more then what was authorized and agreed upon. sears took $402. not just $364.77.we contacted sears immediately only to be informed that was the way they had to do the transaction in order to use the coupon code. We were not asked or told of this, I'm certain that was illegal. I've been told so many stories trying to resolve this issue as a matter of fact we've been trying to resolve this for over a wk. to no avail. we were informed the refunds take 72 hrs,then 3-5 days, then 3-5 business days then yesterday we were told if it wasn't on our bank today give them a call. mind you sears did make a refund of $1.50 a partial refund pymt. of the $38.00 refund on 5/10/2013. in the meantime this has caused us to go in the rears w/our bank and we had to pay a $35.00 fee. now today after speaking to approximately 5 people we're told the $36.50 balance of the $38.00 has been expedited and should be in our bank tomorrow. As for the 91.01 refund due us now we're told it could take another 10 days to 2 wks. this is totally unfair and we're extremely upset about this entire situation. further more we also feel we shouldn't have had to pay a $10.00 layaway cancellation fee. we're loyal customers and have lots of family and friends that we've turned onto sears and kmarts prices, and rewards. my husband is so upset he doesn't want to ever purchase anything from sears in the future. I must be a glutton for punishment because im still toying w/the thought, call me crazy if you will but that's no promise. you have no idea the pain and frustration this has caused us, and now we're going to go further in debt because we have 2 bills that naturally come out of our bank monthly on the 15th which is tomorrow. I find it extremely unbelievable that this has taken this long and that it's still not resolved, this is absolutely horrifying. Why must we be treated like this, it's totally unfair and unjustifiable. I know what sears did is illegal, it's not we were asking for anything but our due process. this is unexceptable and needs to resolved ASAP please, enough is enough already. as a matter of fact we're on the verge to cancel the entire order and tell sears come get the range and go elsewhere. it's a stainless steel range, no bells or whistles but it's new. we wanted to purchase a matching side by side frig. and over the range microwave, but my husband said absolutely not, well he will but not from sears. this has been almost 2 wks. to no avail. Please contact me at your earliest convienance to resolve this issue, it would be deeply appreciated at thank you and have a blessed day. Mrs. William A. Boyerpladib 5/14/13 3:22PMOfficial company reply
Pladib
I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. I am truly sorry for the troubles you have experienced delivery of your range. Per our records, we recently reached out to you on 05/16/2013 on a different site. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the range was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (pladib) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/16/13 12:32PM
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Well, I spent a small fortune on stackable washer-dryer with warranty. A pump went out on the washer. Part came yeasterday, nine days after the order. The part was broken. It was a plastic cover on the pump and it was cracked the full length of the pump. It came in some cardboard box not much thicker than posterboard. With NO protection. Dropp that box from 3' off the floor onto carpet and that pum would have cracked! Terrible packaging from the manufacturer (probably nothing to do with Sears). Still terribly disappointed with this situation but at least I spoke with a very courteous girl named BECKY when I called She at least set up a reimbursement for my trips to the laundrymat and ordered replacement part with a rush order supposedly. I kept my cool with her realizing she had nothing to do with all this other stuff. I was completely satisfied with her understanding and kindness. She should probably get a raise! BUT, this whole deal with Sears and the waranty and the terrible service is still ruining our lives!shouchen 5/14/13 8:20AMOfficial company reply
Shouchen,
My name is Liz; I am a member of the Sears Cares Escalation Team. We came across your post and wanted to express our apologies for the difficulties you have experienced with your washer. I can certainly understand your frustrations that you are expressing with the situation you have encountered with the delivery of the pump. We would like the opportunity to have a dedicated case manager speak to you on your experience and discuss other options. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that you used on this site to reference your post (shouchen), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/16/13 12:25PM
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From 5:25 p.m Central Standard Time until 6:40 p.m. I was on hold and spoke to 6 people while I tried to determine if my lawn mower had been repaired. A central office receptionist in Florida (I'm in OK) told me it was repaired and invoiced. I couldn't get ANY help from the main Sooner Fashion Mall Norman, OK store and different people had to leave their department and go "find" someone there. They apparently didn't find it and wasn't even sure where or when it would be returned, though I was promised less than 2 weeks.
PATHETIC customer service. Only because I paid for a service agreement will I go back!!Pathetic service 5/13/13 4:56PMOfficial company replyDear Pathetic service,
I came across your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. I can understand how disappointed you may feel with our repair service in regards to your lawn mower. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. We would like the opportunity to speak with you and ensure your situation is resolved quickly and to your complete satisfaction. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the lawn mower was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Pathetic service) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we look forward to speaking to you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/16/13 12:14PM
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I'm scheduled for the 13th for a repair, confirmed on Friday the 10th, you will receive a call 30 min before they arrive - at 11:30 I phoned to check the status of my service call, I'm informed that they aren't going to have a tech in the area today and I have been rescheduled for the 24th -- NOT ACCEPTABLE FOR ME -- I work in the service field and you DON'T confirm an apt then NOT show up - the response from Sears is we will discount you service call $65.00 - that doesn't help me get my fridg repaired or cover the cost of EVERYTHING I had to throw in the garbage.....I'M BOILING MAD - I WILL NEVER PURCHASE ANY APPLIANCES FROM SEARS EVER AGAIN AND I WILL TELL EVERYONE ELSE NOT TO GO THERE EITHER !!!!!!!!!!!!Granny 5/13/13 10:06AMOfficial company reply
Dear Granny,
We sincerely apologize for the trouble with your refrigerator and for rescheduling your service appointment without notice. We would like to speak with you about the service communication failure you have encountered to see how we can get this issue corrected. At your convenience, please send the following information – contact #, screen name (Granny), phone # used at time of purchase to smadvisor@searshc.com and a dedicated case manager will be in touch.
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/13/13 10:51AM
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Terrible customer service. I bought a car battery a few week ago. I found out the battery doesn't fit my car. It's about an inch bigger and the cable couldn't reach the negative post. I took it back to the store for an exchange and I was told the battery can't be returned because the caps on the posts have already been removed. I was given the wrong battery, never been told there were multiple options for my car model, never been warned that if the caps were removed, the battery is not returnable. It's not even in the return policy. Now I'm stuck with a useless $100 battery. I could have just get a battery from a supplies store but I trusted SEARS and trusted that they will give me a good product. Now I'll never shop at SEARS again!Anonymous 5/12/13 11:50PMOfficial company reply
Dear Anonymous1407332,
We are terribly sorry for the inconvenience surrounding the purchase of your battery. We would like to speak with you to help make this right on your behalf. Please send the following information – contact #, screen name assigned to you (Anonymous1407332), phone # used at time of purchase to smadvisor@searshc.com and we’ll be in touch.
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/13/13 10:44AM
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Never use a SEARS CARD!!!
They will say they have credited your account and they rebill without signature or authorization.
If you have this card, cancel this card.
I have spent over 2 months trying to get a credit processed for something they posted to my account called "correction of sale"
Fraud if you ask me , this was done without authorization or any signatures!
Be careful!!unhappylady 5/9/13 4:02PMOfficial company replyDear unhappylady,
I am Liz and I am a member of the Sears Social Media Support Team. We are truly sorry for the frustration and confusion for the application for credit. We can help get you in touch with a supervisor with Citibank. If you’d like our assistance with Citibank, who handles all of Sears’ credit and financial matters, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide a contact phone number and the phone number the account is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (unhappylady) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/10/13 10:02AM
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bought a washer from sears , will never buy from sears, takes 2 weeks to get service, after 4 times still not working , will NEVER use or buy from sears.Anonymous 5/8/13 7:49PMOfficial company reply
Dear Anonymous1407332,
We can understand your recent experiences with your washer repairs have left you with doubt about our products. We apologize for the inconvenience we may have caused with the continued repairs and the lapse of time without use of your washer. We would love to have a case manager contact you to research your issues with your washer and provide options to satisfy you as our customer. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Anonymous1407332) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Christine R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/9/13 2:35PM
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I attempted to reach the Land's End Shop several times at the Sears store in Grand Junction, CO and EACH time my call was disconnected after several rings and several minutes waiting for someone to answer. I then tried three other departments at this Sears store and all with the same sad, miserable, unacceptable result: NO ONE answered the phone and after numerous rings my call was "automatically" disconnected. Rating
of 0 (from 1-10 scale) for customer service!TheGAV 5/8/13 6:26PMOfficial company replyDear TheGAV,
I am saddened to learn of your recent experience and failure to contact our business partners at our local store. We apologize for the inconvenience and frustration with the level of customer service you did not receive. We would like to hear about your experience in detail so we can make the improvements necessary to satisfy our customers. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number and we will call you directly. In addition, please include your screen name (TheGAV) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Christine R.
Social Media Moderator
Sears Social Media Support
Sears Cares 5/9/13 2:26PM
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I needed a tire pump today for my car (5/8/2013. So I chose to search the Web and found Sears was the only Company to have what I wanted at the price I thought it would cost. I searched and called 5 different retailers and also went to their stores first and yet Sears always had what I needed when I needed it at a price that was always affordable. Customers who choose to purchase at other retail stores and fail to shop for an item with prices that are within their budget are foolish! I hope Sears Company realizes most consumers who buy never think Sears because they don't know Sears had one of the first Consumer search engines. "The Sears Catalog" The wish list of every consumer. P.S The car pump works great I used it this morning to fill a truck tire.Wayne 5/8/13 3:52PM
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I decided to buy a new TV 60 inches in
Sears, Clearwater, FL Country side mall. I experienced excellent sales effort
by Rep. Brendan H. More important the after sales/service by Brendan was excellent. I can only recommend the store
and Brendan.? 5/6/13 7:24AM -
I would like to personally thank Raymond with Customer service that I talked with on the phone. He was super nice and understood my problem and also gave me results that was most satisfactory. He was extremely nice and made other people that I talked with look like morons. Once again, Raymond, thank you. Dan Baldwin---Glencoe, Alabama.Dandelux 5/5/13 11:20AM
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Yesterday, April 16th, I brought my Craftsman lawnmower to the Sears in Darthmouth Massachusetts for repair. I had purchased it in June of 2012 and last week while I was cutting the grass for the first time this season the front wheel drive let go. Being covered by a 2 year warranty I had no doubt that it would be fixed. The lawn and garden associate was on break and the nearest cashier called a manager to assist me. Without even looking at my mower he determined that the belt was broken and informed me that belts were not covered under the warranty. I responded that this was a Craftsman mower and in no way should it have stopped working after being used for only 6 months! I then informed him that I was not paying for this repair and that his response was unacceptable. He never even looked at the mower, how could he know that the belt was the problem? After leaving the store, I called the 800 number on my receipt and was connected to a young lady from warranties who apologized for the manager and said that my mower was under warranty until 2014 and that belts were covered. She said that if I wanted to go back into the store she would stay on the line and speak to him. I told her I didn't care to speak with him again but, that I would go back and wait for the lawn and garden person to return from break. He was at his register when I went back in and immediately walked me over to the repair center, had the associate there enter my information and verified my warranty. The two young men who assisted me apologized for the manager and took the lawnmower out of my vehicle. I think the manager needs to be retrained while the associates should be commended for their excellent service.Anonymous 4/17/13 11:31AM
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Mr. FJ Memolo of the appliance department in the Centerville, GA store was very helpful in purchasing my freezer.
Seven days after the storm of March 24th, we discovered that our freezer was hit by lightning. We needed a freezer immediately as we had just bought 10 pounds of shrimp and fish. He helped me select a freezer and went beyond the call of duty and helped me unload, unpack, and install the freezer after completing his duty at the store (8 p.m). He drove to my resident to help me which I consider commendable.
Unfortunately, after unpacking the freezer we discovered indention damages to the back sides of the freezer. We suspect the damages were caused by a forklift because there is no evidence of paint chipsâ?¦ leading us to believe that the damages occurred when the freezer was still in the cardboard container. As of date, I am awaiting Mr. Memolo response regarding the damages.Anonymous 4/17/13 7:34AM -
I had a very wonderful experience today at the Sears Grand in Gurnee, IL. Your employee, Celia, was extremely helpful, honest, and knowledgeable. She spent several minutes with me explaining what mattress was best for my situation and was honest with me that the one I was looking at originally was not the best fit. I will definitely be coming back to shop at this specific store because of the quality of customer service I received from Celia. It was greatly appreciated. We need more people like Celia!! Go Sears!Lambs1 4/9/13 6:20PM
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Poor service seems to be a trend with Sears, I wish I had read this website before I ordered... No one knows where my appliances are and I have been given multiple delivery dates for items that some operators say aren't even available. I have taken time off of work and waited for items that were never coming. I have been rescheduled and never received a courtesy call or email to notify me of changed dates. One of my delivery dates apparently wasn't even a valid date for my area! I have literally spent hours on the phone attempting to get a straight answer from operators that have been trained to say I understand your frustration, it's starting to sound like a broken record. This is my fourth expected delivery date, and as I sit waiting on hold, something tells me I will be going for a fifth shortly. I am correct! Apparently the delivery time and date that I was guaranteed (for my troubles) was never put in to the system! I have little faith that I will receive my appliances on this next attempt, but I have little choice without cancelling and trying to get appliances delivered on yet another date from another company. Just to rub salt in the wound, a Sears delivery truck just drove by my house...Joe 3/28/13 7:33AM
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Attn: Dick(salesman)
Electronic Section
Sears Pearl Ridge
Thank You For Your Able And Friendly Service. You Are A Credit To Yourself And To Sears. It's Always A Pleasure To Observe And Deal With Someone Who Is Happy, Energetic And Purposeful In Their Work
Happy Customer,
Frederick ChangFRED 2/18/13 3:50PM -
When I went to Sears to purchase a new refrigerator, the salesman suggested we sign up for a SearsCharge, with 0% interest for 6 months. This did not turn out to be exactly true: it was actually deferred interest for 6 months. And since then, I have had a number of problems with the card.
I was charged deferred interest on $169.97 charge (for installation fee), which was refunded to us in August because the service people never showed up. Since this fee was refunded, no deferred interest should be due.
What's more, due to a lack of this entire balance should have been paid off by the time the deferred interest offer expired on 1/24. I attempted to transfer the balance to a Citi ThankYou card (and thus avoid paying the deferred interest). However I learned weeks later that the transfer did not go through since both cards are under the Citi umbrella. I can understand placing certain limitations on what I can transfer, but I should have been notified of this at the time. Instead I only learned of this when I received my February SearsCharge statement, which showed that I owed the deferred interest.
I understand that this is an issue with the Citi ThankYou card and not Sears itself. However I do still believe this is an issue concerning Sears, since both credit cards are under the Citi umbrella. I also understand that my SearsCharge agreement is with Citi and not Sears. However I feel Sears should stand behind the companies it contracts with. I already had an issue with the installation service Sears attempted to provide, and now I'm disappointed to find again that Sears has referred me to another company with sub-par service and attention to detail.
Given this disappointment with my SearsCharge, I plan to pay the full balance next billing cycle and stop using the card. I would not recommend it to anyone else. Everyone from Sears has been very pleasant and helpful, so I feel it's a shame these other companies are damaging their reputation.JenniferK 2/9/13 4:27PM -
I went to Sears when you had a 1/2 off sale on Lay-z-Boy recliners. Kallol, Associate #3509 served me. He was very patient and helpful answering all my questions in full. I was very pleased at the quality of service given to me.
I bought a Lay-z-Boy electric recliner that will be delivered tomorrow. I'm looking forward to more shopping in Sears.
Sincerely, Audrey M. Warsaw,
Willowbrook Sears, Little Falls, NJN/A 1/30/13 9:23PM -
This is in regards to the 2 negative comments posted by Me (patrick, 1/28/2013, and 1/30/2013).
Michelle from Sears Cares got back to me, and took care of everything. Much gratitude and appreciation to Michelle. She was warm, competent, and more importantly, on task, and resolved my issue.
I wish you were on the front lines of customer service, Michelle, and I would do more business with Sears.
Thank you,
Patrick
ps. And THANK YOU Customer Service Scoreboard:)Patrick 1/30/13 6:37PM -
I placed an on line order for a gas range on 12-26-12, they promised delivery on 12-27-12 but that did not happen.
I too went from one helpful person to another and no one could figure out what was going on until I spoke with Angela A. at 1-888-266-4043 x44, this lady has it together! It took a month to get the range here and installed. I agree, on line is not the way to go and I will not again. If you are having an on line issue, Call Angela!!!Allen Constant 1/22/13 9:47AM -
A Year Or More Ago I Had Some Real Problems Getting My Kenmore Washer Repaired. After Moving Up Through Every Level Of "customer Service" Sear's Finally Made All The Bad Go Away. Their Follow Up And Aftercare Were Astounding.
His Year, Having Read Of The Support Sear's Offers To Military Service Members And Their Families, We Decided To Go Back To Give Them Another Try When Our 30 Year Old Kenmore Stove Died. The Saturday After Thanksgiving, We Bought A New Kenmore Stove On Sale Off The Floor, Paid For Delivery And Tow Away Then Sat Back To Await Its Arrival. Long Story Short, The Deal Began Almost Immediately To Unravel. Delivery Was Almost 45 After The Agreed Upon Window And Of Course We Had No One To Contract So Had To Sit And Way. When The Delivery Folks Did Finally Arrive, They Had No Clue How To Remove The Old Stove. I Should Add That The Sales Clerk Told Us At The Point Of Sale That Sears No Longer Offered Installation Services, But For The Additional Fee They Would Remove The Old Stove And Make Sure The New One Worked. Rather Than Have A Huge Paperweight Sitting In The Middle Of My Kitchen While We Figured Out How To Get It Installed And Potentially What To Do When It Didn’t Work, We Refused Delivery.
Several Days Later I Went Back To The Store To See About Getting Our Money Back Planning To Buy A Stove We'd Found At Lowe's. This New Clerk, James, Proceeded To Hook Me Up With The Assistant Manager, Courtney Hild. Both Gentlemen Were Courteous, High Energy And Very Helpful - Some Of The Best Customer Relations I've Had Anywhere.
Courtney Talked Me Into Keeping The Stove And Gave Us Another Great Discount To Smooth Over The Issues We Were Having. He Gave Us The Name And Phone Of The Installation Folks As Well As His Cell Number And Email In Case We Had Additional Problems. Arrangements Were Made For The Installation Crew To Pick Up The Stove And Install It The Following Saturday.
Saturday Came And The Stove Was Nowhere To Be Found. Turns Out The Delivery Folks Had Taken It To A Warehouse Where It Was Promptly Sold!! Courtney Again Came To The Rescue When My Husband Got Upset Enough To Go Into The Store Himself. We Ended Up With A Brand New Stove Delivered In Its Box And A Very Nice, Capable Installer.
Since I've Had Occasion To Express Frustration And Anger At Businesses, Sears Being In The Top 5, I Wanted To Be Sure And Give Kudos Where Kudos Are Deserved. This Is To Thank Courtney, James, Lenore And Her Husband For Leaping Tall Buildings To Overcome The Obstacles Along To Road To Retail Success. We Are Very Happy Campers And Telling Everyone We Know To Persevere And Give Sears A Second (sometimes Third) Chance.
Thanks!!elizjohn 1/5/13 2:06AM -
Oh it gets even better. I called sears this evening to receive an official cancellation email. Guess what, they refused...and 4 hours and 9 calls later I was informed that my order was never cancelled and they will be shipping it anyway... Here's the thing that kills me, each and every single customer service representative that I spoke with told me something completely different than the last person - there was never ever an explanation that followed the last explanation, it just kept getting worse & worse ... Destroying my holiday & my sleep. I am so angry I cannot even believe any of this nightmare is possible.AngryatSears 12/20/12 5:19AM
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Sears Willow Grove, PA and Philadelphia PA. I placed items on layaway two weeks ago. Deposit $40.00 on first transaction. 2nd payment $40.00( gift card). Went to store on Monday, Dec. 10 I was told items placed on layaway was cancelled. Sales Associated suggested I pay for items do a return and I would get a full refund. Layaway was not found. Sales Associate could not find a manager for an hour to refund my money. I got a manager when I started using bad words. I called customer service explainded the difficulty I had getting a refund and locating a manager. I was offered an apology and a $35 gift card.Bimmer 12/14/12 5:00PM
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There is a bright side to my Nextec tool saga (craftsman) - 1 yr warranty, went to use for the first time and the nut backs out. Took to store (Columbia, MD)(no receipt - got as gift)for assistance, after pressing the tool supervisor, they tried to assist. They referred me to the repair center for warranty service. Tried to obtain new nut by phone as a replacement - no dice, was given number to repair center for assistance. Call, voice mail, no return call. Finally, went to repair center - some distance away, they asked why I brought the tool there. They could not exchange or give a return ticket as the store stated. They were nice enough to order a new bolt that I had to pay. ($2.99 plus $6 shipping). As promised the bolt arrived - the new bolt contained a manufactured defect in that the hex slot was 2 sizes bigger and rounded (no signs of being previously used were observed). I attempted to call the 4my home number for assistance and after reaching several people, wading through phone hell, and being transferred I found that the several departments could not help me - because the repair center ordered the part, I would have to return to the repair center for replacement (travel cost, time from work) all for replacement of a $2.99 defective part. On top of all that, none of the call takers has a supervisor that I could express my frustration and the final stop the "account manager" - top level of assistance directed me to contact the corporate offices by providing a Hoffman Estates address and Direct the letter to "Richard (no last name)" VP of Network. - I can quickly see why the customer service culture is failing.
There is a bright side - I found the 4505 customer service number - where it took me longer to outline the saga, than for the polite young lady to place my part order, no charge and assure me that my expiring warranty would be resolved equitably. Based on the assistance received my experience was resolved positively.Anonymous 12/12/12 8:04PM -
Thank you to Fidel Ramirez at the Sears Auto store at the Woodfield Mall in IL. He took the time to explain the benefits of each tire then ensured I was aware of the current coupons available. Customer service is one of my biggest reasons for selecting a store. Kudos to the store for providing "first class" service.Anonymous 12/4/12 5:18PM
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This postive note on Sears is long over due. On September 24, 2012 I posted a rather large not happy complaint about Sears customer service. After posting here I also emailed Sears' head office. I received an email back the very next day and within about 4 weeks (due to shipping a new part and all) my issue had been resolved. I would like to send a big thank you to Nancy from head office who was really wonderful to work with to getting my new and correct part and her understanding of the awful conversation I had with one of their customer agents. She apologised many times and also advised me that when she heard my recorded conversation with the awful customer service(thank goodness for recordings) she said she and her supervisor had never heard this bad of a call in 13 years working at Sears. Supposedly this person was let go and though that wasn't my intention I believe the job he had obviously was not the right fit. Nancy not only got me the correct part but also compensated me monitarily. I do love my Kennmore stove and I'm pleased that Sears listened and resolved my problem with a very pleasant and nice attitude.Very Good Outcome 11/23/12 12:23PM
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I want to commend Sears for the way they treat their
employees who are on leave serving our country in the armed forces. They continue to give these people
the difference in pay and provide full benefits.
For sure I will be shopping at Sears this Christmas
and at other times too.HFR 3929 11/14/12 4:21PM -
My part was late getting to me so I called in and my part was reshipped. I ended up with 2 and that was even better. The person on the phone did have an accent but I didn’t have any problems understanding them at all. Outsourcing is supposed to help the US save us money on everything we buy. Others peoples comments seem racist and full of hate. Sears is the only place i will by my appliances. I remember going to sears with my mother to pick up her orders from the catalog and I’m sure my children will continue with Sears as wellLong time customer 11/14/12 12:04PM
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I had a terrific fellow named Dennis (dept manager) at Maplewood who went out of his way to straighten out an issue I had. I had been to the store 3 times previously and had no real help...only a phone which never answered or hung up. Dennis was helpful, thank goodness. Carolyn, customerAnonymous 10/22/12 7:06AM
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I would like to add to my comment of October 15, 2012 regarding the Treadmill I purchased at Sears in Salina, KS. I am #157 in the comment section.
In my situation, Sears was very accommodating in resolving the issue. Everyone I spoke with regarding the problem were very helpful and the problem was resolved quickly. The people who work for Sears are not the problem. Today much of what we purchase is from China and that is the problem. Quality control is no longer available because our products are not made in USA factories. Therefore, we have products, such as my treadmill...that was released to the market with a bad electrical system. Sears replaced with a new treadmill and I am happy. May we get a President elected who will bring the production factories back to the USA and back to having quality control!!Anonymous 10/18/12 6:11AM -
I bought one of your electric Chain Saws on Friday. I could not get it to go at all on Saturday even after reading the instructions several times about operation (page 7). I took it back today and it worked great once the guy engaged the Handguard . The Operator"s manual in the Operation Section says nothing about the Handguard.Fall2012 10/15/12 11:55AM
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positive comment for sears store in starke fl.The manager and the other employees in this store is delivering excellent services.Not just toward me ,but i have observe how they've dealt with other customers as well. please keep this store in starke.Anonymous 8/18/12 8:54AM
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absolutly the best BEST BEST service and delivery i have had in like umm 20 yrs..PLEASE PLEASE DONT CLOSE IN RHODE ISLAND PLEASE
i have loved sears for 40 yrs. i grew up in a military family AND YOUR STORES WERE THRUOUT AMERICA if u close u will be very very missed!!!!!!!uggamsl 8/7/12 10:01AM
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I have been working at Sears for a couple of years now in Technical Support. Its really hard to do our job with disrespectful customers yelling and cursing at us while we are trying to fix there appliance over the phone. We just have them try easy things a kid can do but most are too lazy to help themselves would rather wait a week for a technician to do it for them. We all know people dont read there owners manual and dont have a clue on how to use a machine with new technology. Most customers are grateful to talk with us but we do get lots of weeds.
Love my job 11/14/12 11:45AM
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I wanted to know who I speak with other than the out of country line to speak with an HR Corporate Manager? I'm getting really sick of the robotic voices overseas! I quit my job yesterday due to harassment for my manager, and her sidekick, and I'm really thinking of filing a lawsuit! It was soooo bad what I went through, and I've got NO resolution at all! They totally let me quit my job without saying a word, and went to my manager behind my back without saying a word to me! I wrote a letter HR asked, and I tried to go to HR when I got in. I asked my old manager, and it was like all the managers banded together and took turns watching me! They wouldn't let me go downstairs, and I overheard my manager saying as I walked by that (my Name) is so aggressive because, loud enough so I could hear! It was like she knew I was listening to her! I'm positive the managers alerted them I was there when I left my desk in personal! I've heard from longterm employees that this manager has forced another agent to quit with harassing her as well! The HR manager went out of the room my manager was in and back into his office acting like he wasn't in the room speaking with my manager! I went upstairs and clocked out then I quit! The hr person just let me quit without hesitation, and it was like they didn't want me there! Who do I go to about this? It's like the managers all ban together when there is bad behavior! Please let me know!
Angie 6/5/12 10:50PM
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wow! You customers should do our job once in yur life, and understand how hard it is! All of you make our lives a living hell, and I cry every night after I go home. I need my job so I stay! I can't believe how much crap is written about us! This isn't the reps fault on the line with you, we do our jobs, and just because we aren't kissing your a** you hate us....wow! Try and take a look at yourself before judging the rep on YOUR issue! this isn't the fault of the call center, and it sure isnt the fault of the poor rep helping you! It goes both ways, nd this job is the worst job I've ever had as well! Do you think I want to help a person screaming and giving me attitude, when they don't even know how to use the device... People call with bs, and things that can be fixed so easy by yourself, and it's just plain lazy!!! I get cursed at, and I can't curse back, and called every name in the book, then you expect me to kiss your a**! I also don't get why you find it necessary to buy the product if you don't know how to work it, READ THE MANUAL! YOU ARE CALLING A CALL CENTER NOT THE STORE, AND WE ARE NOT THE ENEMY! CALL CORPORATE SEARS!!! I just got told that sears is going out of business, lol! ya right...we are te top service providers out there, and NOBODY can stand up to sears! Everything is going online in business thats why sears closed stores...duh! People are so tough behind a computer screen, if you have an issue got to the source, not behind the screen! We don't like you much either!!!!!
lacey24 5/5/12 7:39PM
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I worked at Sears for 6.5 years and for the record I left the company 2 months ago on my own accord. I have close to 20 years of supervisory/management experience and have never worked for a more screwed up company than Sears. They do nothing but shaft their employees and wonder why their business is declining. Their managers are constantly over burdened with pointless HR compliance and negative conference calls to worry about customers. As a technical manager I spent at least 8 hours a week (not kidding) on conference calls running through reports with district managers trying to bust techs for wasting time. Really? Please for the good of everyone involved shop somewhere other than Sears. My life is so much better since leaving there. I can only hope that the people I know that are still trapped in their cult like culture of death can get out.
Former Technical Manager 4/26/12 6:17PM
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I understand where you all are coming from. I work for Sears. We gotta be the dumbest retail customer service in the history. I’m looking for another job. If they find out I posted this I will get fired im sure. They have been getting rid of people left and right. We can’t even make a delivery on time or without it being damaged. The CEO is a moron. The management at the call center is horrible. I can’t wait to go to work and say, "I quit" Nobody has a clue what’s going on in that place. And its like a high school. He said she said. HR needs to find something to do as well. All they do is investigate stuff. Im not gonna get into specifics cause this could cause me to lose my job as Texas is an at will state. Meaning they could fire you. But if I get fired for something ill make em pay. I have documentation printed out and keep it in my safe of all the corrupt stuff that goes on there. If they do me dirty because they cant make the customers happy they will pay a price. I know how everything works. These idiots’ needs to worry about customer service and stop worrying about who said what and high school BS. Sears is going out of business at a rapid pace. Just Google it. Wall Street tells it how it is. Its time to jump off the sinking ship. Most of my associates have quit already or been let go. They try to lie and hide whats going on but were not stupid. Buh bye for now.
Sincerely,
You wish you knew who this was.
P.S. You WILL know who this is when I quit ;)Anonymous 3/30/12 3:15PM
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i work for sears,i am also a customer,i buy the service contracts and have several,they are a good value,if they were not i would not buy them myself.i have to agree that sears is not what it used to be but they try every day to improve.and i have seen a lot of imporvement in the last 6 months.
dennis 2/16/12 6:22AM
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I once worked at Sears but only for a bit, the training that they offer us is so poor and the employee treatment is awful. Taking my lunches and breaks was another hassle to always look for someone to cover our breaks and lunches. Also sometimes we got off at a certain time and nobody would come to open the store doors one time we had to wait for 20 minutes for the manager to open the doors and for us to leave after having clocked out and didn't pay us for the time we were just waiting for the manager. So I never shop here and never will because i know the treatment they offer their employees and the bad customer service.
esa 12/29/11 8:30PM
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i worked as a service tech for sears in harvey il& joliet,il for 37 years.i loved my job & loved helping people.then in the last 10 years or so they hired mangament that knew nothing about service.the employees have been beaten into the ground.i hate sears so much that i will not even enter the store.that my friends is why you are having service problems...they simply dont give a darn.
GLAD TO BE GONE 12/28/11 9:16AM
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In the spirit of full disclosure I'll start by saying I'm currently a customer solutions agent in the escalations dept in Round Rock, Texas. In fact I recognize two complaints on here as I handled your concern.
As is usually the case the truth lies in "the middle". Some of the issues raised here are valid and cogent, while many others are complaints dreamed up by angry customers who are writing to complain because they didn't get their way or are ignorant of what it is we do.
For example...I wish I had a dollar for every time I had a customer complain about how Sears doesn't make things like they used to. Uh...folks, I have news for you...sears doesn't manufacture a thing. We're Sears. We're NOT Whirlpool...GE...Kenmore...Samsung...or LG. We don't manufacture a thing. We simply sell and service items manufactured by OTHERS. When you buy a car at a dealership do you really think they manufacture the car out back and then drive it to the front of the lot?? Nope. They buy it from Ford...Toyota...etc and sell/service it.
That's just one example of a customer's criticism that is based on ignorance. Keep in mind anyone can post anything online because of the anonymity factor. Sure, some of the concerns raised here are legit and inexcusable. However, a good amount of stuff on here doesn't pass the smell test and is only half-truths at best. Next time I post I'll address the myth that we don't care about the customer by explaining how many millions of dollars we give out to customers every year...and how customers will play games and try to work the system to get hundreds in gift cards by basically giving us false names...addresses...phone numbers...and posting bogus online reviews hoping our offline social media dept will try to shut them up with....you got it....more gift cardsThe Truth 11/22/11 4:20AM
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As a former Technical Support Specialist for Sears Holdings in Round Rock, Texas, I can tell all of you, YOU ARE ALL ABSOLUTELY CORRECT! Not only is the customer service terrible, but this is also a horrible place to work at. I started in summer of 2010 & left in May 2011 & I will tell you 1st hand, there are no real technical support experts you talk to on the phone. Just a bunch of college kids, single moms, disgruntled middle aged men & people just passing through until a better opportunity comes along. Its not their fault. The fault really rests on the managers who have a cold-hearted outlook on true customer service. Yea, they promise you champagne wishes & caviar dreams & apologize non-stop on the phone & tell you, "yes sir/yes ma'am I can fix this over the phone", but honestly, only 20% of those promises are actually followed through. Plus, were given a 6 week crash course on product troubleshooting (which no one becomes a true expert on), along with poor scripts on how to deliver true customer service, which is a absolute joke. And those home improvement specials, FORGET ABOUT IT! Half that crap falls apart after a year or two. I would know, because customers have told me on the phone. The worst is when technicians cancel repairs & the customer calls & we find out thru the routing department that the tech cancelled at the last minute & we are the ones that have to break the news. I learned that the routing department is not responsible for informing customers that techs have cancelled. They are a seperate local division. They really expect the customer to call & check the status. ABSOLUTE SLAP IN THE FACE! I will say that even though no system is perfect, Sears makes T-Mobile look like the Vatican & we all know how bad T-Mobile is, but I digress. The warranty is a nightmare in itself. DO NOT BUY THE SSA! In fact, if you have any kind of warranty with this company, DO NOT RENEW IT! SSA is the worst, because its a 1 year contract, only covers parts up to $500.00 and there are no guarantees that if the item (i.e. dishwasher, front load washer, tractor) isn't able to be repaired, SEARS WILL NOT REPLACE YOUR PRODUCT! Also, if its more than 10 years old, there's no way in hell you can readily find parts for it. I was trained to either have the customer buy a SSA (which we receive commission on), renew the Master Protection Agreement, setup a repair (where you have to pay $129.00 just for a tech to come out & look at your product), or buy a new product. As far as my experience on the phone goes, I do not remember who I talked to or anything, but if anyone has felt jaded, scammed or just pissed off that their problem didn't get resolved, I apologize. My managers, who I'm pretty sure are nice people outside the office, were petty, mean, unreliable, and just didn't know how to tell employees on the phone how to deliver better resolutions to problems. Not to mention I couldn't even get time off for my daughter's 1st birthday, but I digress (again). As a customer now, I can tell you all, I wouldn't buy a dead rat from this place, even if it were stuffed with a $1 million dollar check & it was given to me for free. So overall, everyone please take heed: DO NOT BUY FROM SEARS! Go to Lowes, Best Buy, heck, you'd even have better luck on craigslist.com if you want a quality product. Its not that people don't take their job seriously, but the person you speak with on the phone is trying to keep their head above water & has only 3 minutes to either reach a resolution or tell you any kind of crap you wanna hear or their gonna get a write up (PPI) or won't receive any recognition or commission if their metrics aren't met. So, what's the silver lining in all of this...well, as of 2012, this company might be finished. Look up the first quarter sales for Sears Holdings & see why they might fold & turn into Kmart. These are actual facts, no rumors or lies. As I stated before, no company or system is perfect, but Sears has fallen drastically and quite frankly, it is not the same as it use to be. If you want great customer service, REAL technical support & quality product, DO NOT BUY FROM SEARS!
Ghetto7Swords 9/28/11 10:47AM
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SEARS Holding, Inc., owned by billionaire hedge fund guru Eddie Lampert, is not the SEARS it used to be. Employees are treated like indentured slaves. They are REQUIRED to ask EVERY custoeemr to apply for a Sears credit card, Sears Mastercard, or a Sears Charge Plus Card Plus Card. If the employees don't open a minimum of five Sears credit cards per every TWO weeks, they can be fired. Many do get fired. In this economy it's difficult to reach that goal, esp. in a SMALL Sears like in Key West, FL., where very few customers are in the store! Employees are REQUIRED to sell a minimum number of PROTECETION AGREEMENTS, such as on large appliances, based on sales. If the employee doesn't, they can be fired. Customers complain daily that all of these questions are annoying, & they slow down the sale at the cash register. They are right! The employee has to inform the customer to fill out a 1 questions survey on the check-out screen, after they pay. Then they are told they can win a Sears gift card if they go online & fill out a customer service survey. Sears tries to convince their employees, they're "creating customers for life." IN reality, all the presure on the customers to buy these extras, & all the required questions, annoys most customers & they complain about it! Employees in the Appliances Dept. do NOT GET PAID an hourly wage. After $9/hr. training for one week on the sales floor, employees get only an average of 2+1/2% commission on some large appliances. ON some items in Appliances Dept. they get nothing; it depends on the brand. On air conditioners, they're lucky to get $1.00. Appliance Dept. is NOT the big money many people seem to think it is. It is cut0throat, full of miserable employees, and they are under such pressure to sell Sears credit cards, Protection Agreements (P.A.'s), Sears Protection Plans, & SYWR memberships, that most employees resent it, esp. in this economy. It is very difficult to reach the numbers corporate expects, as they lack customers in the store in Key West, FL on many days, & teh economy has completely changed consumer spending habits. Sears puts their employees under so much pressure from the day tehy are hires, that many quit. They are unrealistic. Think about this next time you shop at Sears. I suggest shopping elsewhere. They treat employees at teh KEy WEst store like crap, with expectations that make them nervous to lose their job on a daily basis. What kind of culture is this? Greed from corporate. The trainer used to get paid to trin a new employee. NO more! The salesperson expected to train the new salesperaon in the Appliances Dept. , was an employee on commission-only, & no longer gets paid to train. Thus, their attitude was, "Why should I waste my time training this new person? It may hurt my sales." Sears = Greed. If an employee spends an hour educating & helping the customer & they go home & order the product online, instead of in the store, the employee get paid zero. It happens all the time, because they need to confer with their spouse, or get a measurement, etc. Commision-only sales in the Appliances adopet,. is a scam for the employee who loses in the end, at least at Sears in KEy West, FL. The store is constantly out of stock of items, & many customers do not want to wait one week, or often much longer, to have an appliance delivered. The delivery fee is usually $69 or more, even if you have to wait a month for the merchandise.
Anonymous 8/5/11 5:41AM
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I'm a Sears employee and sympathize with the customers greatly! I don't work in a store but the corporate office. They say customers are #1 and employees #2 in their book. Well, the employees feel just like the customers that have posted their comments. But in this economy, who has the option to change jobs? Don't worry, they're not giving us the profits either. I am reviewed "on a curve" and have to do more than exceptional at what my job is to get rated better than acceptable. It seems if I don't create some miracle to happen, there is no recognition. We have not had cost of living increases except 1 time in 4 years. But not to worry, if you know someone at the top, you can sit and balance your checkbook, shop online, facebook your friends, and chit chat half the day with the big wigs and for that, you get promoted because they have put you on the fast track up. For hard work, dedication, devotion and annoyance with the forementioned behavior, you get told you are doing the job you were hired to do and there is no compensation for that.
Yes, as you may have guessed, I am seeking a new opportunity just as the previous CEO, CFO and others have. I rarely see promotions going to the people who put forth the most effort, but more to the people who's "daddies" know some big wig in the company. And they wonder why things don't improve. They should really take the blinders off and see REALITY!
I tried to have a conversation/debate with the "Chairman" about some of the insane policies that have been implemented, but was given a warning that he has a lot invested in the company and my comments were not appreciated. I guess if he doesn't get a pay raise he won't be able to fly around in his private jet. I don't get one and I have to figure out how to budget a rent increase, continuing to drive to work everyday, etc.
The priorities of this company are way off kilter! Unless you want to fund Eddie Lampert's next excursion!
I also avoid purchasing from sears since I ordered a laptop and forgot to check to make sure it had a disk drive. (silly thing to think about on a laptop these days isn't it?)
We also purchased a dishwasher, provided a delivery phone # and they couldn't find the number, this was after over an hour to checkout. What is so difficult about this process? It was at least 15 minutes while they made a copy of the delivery ticket...then they messed up the receipt and I had to go back to have them correct it.
You get what you pay for and until Mr. Lampert realizes he needs to pay his employees, customers will continue to get sub-par service.
But don't worry, India will have plenty of employees because of Sears, they opened Sears of India to "handle" the lower cost customer service, and if you can get them to understand English, you are doing well! (Note: the corporate office is starting to look like a miniature India).Disgruntled but Employed 5/31/11 4:34PM
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I blame the customers ... they come into the store and immediately begin with their rude, snide and unfriendly comments. I have been cursed at, grabbed, threatened and once even hit but customers because of some issue completely unrelated to the store ... but with delivery, service, etc...
Get with it people! Don't take your frustrations out on us. We're just trying to keep our jobs.mgr 5/29/11 7:47PM
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everyone has a complaint... I understand that people are upset that tech is running late, was rs, part was delay, or repair is taking long... But please when calling quit saying "i pay for a warranty that does not offer anything" READ your warranty before you open your mouth. People dont understand that as a Sears employee we are treated like trash.People are being discriminated in the company and no one does anything managers likes to partner up to be mean and fire people. If we lie to customers is because no one as the answer of all the issues. I dont work for Sears anymore, as a customer you cant expect Sears to care when they dont care for their employees.
Liz 11/8/10 9:40PM
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To all the customers that feel that they have been delt with in the wrong way first and foremost I would like to extend my apologies to all of you we have several systems set in place for loyal customers such as yourselves unfortunalty sometimes that issue seems to fall through cracks not every company is perfect but we are definetly willing to work with you we have assembled a special team to deal with the complaints that everybody on this page is mentioning and we are ready to take ur call and try to make things right once again.... and our managers do care about the associates and especialy our cust cause they are the one that provides us with our job please forgive us and let us earn your trust once again
Anonymous 10/27/10 12:34PM
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My name is Shayne with the Sears Escalations Team. First please allow me to apologize for the delay in responding to the many different complaints on this sight with Sears. Here at Sears, we value each and every customer that we have. Unfortunately, there are times when we miss the mark as far as poor customer service, not showing up on time for a service call, delays in delivery and many other things. In our department we are working to tackle these issues one at a time as we come across them. We are a single point of contact for our customers and our case managers work an issue from the beginning to the end when we get a resolution that best suits our customers and Sears. I would like to ask each and every one of you to contact our office via email at searscares@searshc.com and we will have a case manager contact you directly within 24 hours of receipt of the email. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please reference this web site, for reference to were you heard about us, and we do look forward to talking to you soon.
Anonymous 10/27/10 12:26PM
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i used to work for sears and i know i tried to give the best customer service but you see we were not paid enough and our bosses treated us bad and that is still the case today as i hear that is why the company is falling because managers dont care and they are suppose to be examples but their horrible ones. i remember them just being lazy and never seeing them around. and then were always grumpy and never want to be their and dont give good customer service so you see this repeated cycle..
Anonymous 6/27/10 10:54PM
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To everyone that has had issues with Sears:
My name is Shayne with the Sears Escalations Team. First please allow me to apologize for the delay in responding to the many different complaints on this sight with Sears. Here at Sears, we value each and every customer that we have. Unfortunately, there are times when we miss the mark as far as poor customer service, not showing up on time for a service call, delays in delivery and many other things. In our department we are working to tackle these issues one at a time as we come across them. We are a single point of contact for our customers and our case managers work an issue from the beginning to the end when we get a resolution that best suits our customers and Sears. I would like to ask each and every one of you to contact our office via email at searscares@searshc.com and we will have a case manager contact you directly within 24 hours of receipt of the email. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please reference this web site, for reference to were you heard about us, and we do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
SearsCares 6/4/10 10:20AM
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I must say, Our store has the best team. I love working with these great people. But I have noticed that all the hard work that these people do arenWRTH THE PAY!! Come on sears. If you want to keep your fine hardworking people, you have to pay your people way better. I mean 3 years and 7.50 how are we going to pay our bills. I'm a L.P. Officer and I have savedyour store alot of money. I have work with the company for two years. MY PAY 8.40...Thats bad!!!! I also have three children.By did ya know that L.P. Officers pay starts out at 12.00. I question myself why I stay. Thats easy I LOVE the fine people I work with. But Sears you have to pay your people better, or you will get young kids whom don't give a crap about sales or customers. Just saying:~{
Anonymous 1/14/10 8:17AM
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Oh and it's usually not the techs fault that they don't make it to you. Most techs complete on average 7-8 calls a day depending what the specialty is, yet we are given 12-13 calls to "try" and complete. So at 8 a.m there are about 5 customers that will be disappointed. So think twice about giving the techs attitude because we hear it all day every day and we still are forced to work at least 1-2 hours overtime every day.
Anonymous 11/18/09 6:42PM
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I work for this company and they are digging there own grave. They are hiring people who don't have any expierience and don't have a desire to learn and those who want training are denied... Plus they prefer getting a good survey score over fixing a customers unit. Just a heads up to you all. The techs that know what they are doing are moving on.
Anonymous 11/18/09 6:23PM
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Dear Sears Customers
My name is David and I work for the Sears Cares executive team. It is disappointing to read about the problems that you have experienced with Sears. We are concerned with the service you have received and would appreciate the opportunity to speak to you regarding your experiences. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. We would be more than glad to discuss any questions, concerns, and experiences you may have. In your email please provide a brief description of your issue and a phone number where we can contact you at your convenience.
Thank you,
David V.
Senior Case Manager
SearsCares 8/28/09 8:36AM
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MY GOD!
As a part-time Sears employee for nearly 6 years (and now at $8.36 per hour without any benefits I can afford), I WANT TO SINCERELY APOLOGIZE TO ALL OF YOU WHO HAVE POSTED HERE TO DATE: ALL 61 POSTERS as of my writing this.
Obviously given my pay, I am an easily dispensable nobody at Sears - which probably won't mean much to you given the awful things you all have written here about your experience with my employer. BUT, I write in spite of being a disposable employee to SEARS, to let you know that SOME PEOPLE at Sears do care and REALLY DO TRY THEIR UTMOST to help.
Please know that some of Sears' employees (however lowly like me) actually do have spines. We don't call out sick or claim that our truck broke down again. Jeesh! How old are these trucks ever breaking down anyway? And are service repairmen ever subject to exposure to germs given going to people's home or what? STUPID.
Some of us, regardless of pay or unrealistic expectactions on the part of the corporation or our immediate bosses in the "food chain," believe that if we accept any employment at all, however modest that employment, then we are responsible for performing that job to our best abilities. I wanted you to know that however awful your experience, some of us work incredibly hard to make things work not only for this company - but for YOU. And again, and although it probably means nothing - I apologize for my company.
Over my 6 part-time years at Sears, they actually have been trying to "get it" - but are slow. Frankly, I often wonder if they genuinely realize what it takes to make it anymore. But then again, I realize that Sears became a GIANT for very good reasons. Now, I think Sears' problems are that it's size and longevity now hinders the very improvements that can help all of you, with the problems you have been experiencing.
Sometimes only giant bureaucracies like Sears can get important things done - like that which established the Sears reputation for excellence in many areas. Yet, the drawback is that their size ultimately hinders the changes needed to maintain excellence. Ya know?
Yeah, yeah, I know the above does NOTHING to make you feel better about your applicance failure or Sears' failures in customer service. But, as an employee, what I can tell you is that the company has been trying to change for the better in my 6 years there. Okay, my management is really stupid. I get that and like, DUH! I work there! But, this a huge, old business culture. And frankly, most huge, old cultures don't react to change all that well. My guys are going to either get it or not. I apologize if YOU, my company's customer, is suffering in this process of adapting.
Now, I know the above might not mean much - but, in these economic times especially, maybe it's only websites like this that will help our corporate giants to discover and do whatever it is they need to do to survive - which INCLUDES your customer satisfaction. Jeesh! My company has failed miserably!!!
IN spite of the above, I urge you all to not give up on Sears and to write, rewrite, mail, e-mail, call, leave messages - do and do and do - to make this company get a clue. Maybe it's a company worth saving (and without a socialistic governemtn bail out too!!) and only YOUR complaints - constant - consistent - specific and etc. - will make this huge company change.
Again, I'm so, so sorry for your awful experience with my employer, Sears Holdings. My CEO should be writing at least a few of you in order to have a hope of keeping you as a Sears customer - and not me - a disposble employee. I'm sorry for that too.
I also know this doesn't mean much given how very much money you all have spent at Sears - or lost in addition to that failing appliance in particular. But, I know you might have used your vacation hours or have taken unpaid hours from YOUR work to wait for a Sears repairman to appear. Thank you.
I'm so, so sorry! Perhaps one of the big whigs at Sears will see this posting. Who knows except that I only hope it might matter to one of you.
I care. I care anyway. As a Sears employee your stories deeply embarrass me & I can't believe my national management hasn't come here yet, to comment.
Well, national management, you can't rely on $8.36 per hour employees to solve the problems expressed here. Again, I'm embarrassed by you!!! Are URLs like this to be the public face of Sears? Jeesh! Maybe YOU need to fire your national/regional customer service teams too!!!! Hire people who get it!!!!Anonymous 5/6/09 12:59PM
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I am a former Sears / A&E Tech Manager and I understand everyone’s pain dealing with repairs with Sears and A&E Factory Service, which many of you know, are in fact one in the same company. And that’s why you receive the same service, or lack of service, whether you purchased your product at Sears or some other appliance dealer.
Many of us have trusted Sears and their products for many years. One thing we must remember about Sears is that “SEARS MAKES NOTHING” Sears sources their products from other manufacturers and places the Kenmore or Craftsman brand name on them. Consumers trusted the products they purchased from Sears, mainly because in years past, the products were quality products and although Sears didn’t manufacturer them, Sears stood behind the product, the service and most of all, were dedicated to ‘Customer Satisfaction’.
But companies in order to make shareholder’s money have cut costs on product components. Parts are manufactured overseas and that increases availability time and cost. Now, I have nothing against overseas manufacturing, many quality goods are manufactured overseas and it certainly enables the US consumer to live the American Dream, but we are not seeing the quality and longevity of products that we are accustomed to having in the past. Let’s face it, I don’t expect my DVD player to last as long as my refrigerator, but I do expect my refrigerator to last many years, or at least longer than my DVD player.
During my experience as a tech manager, I have seen many brand new $1,500 - $1,800 refrigerators stop cooling within a week after being delivered at the customer’s home. Most of the time it’s the ‘Compressor’, the heart of the cooling system, which has stopped working. Now the consumer can complain to the retail store until they are blue in the face, but Sears will not replace the unit, they will send out a technician, who most likely will not have this particular compressor in his truck stock. The technician will have to order the compressor and come back in about 7 – 8 days to evacuate the sealed Freon system, braze in a new compressor, test for leaks and replace with new Freon. Nor Sears or any other retail store wants this refrigerator back, why?? Because they can’t resell it as new.
In part, the lack of quality on major appliances is due to the consumer. Consumers want stylish appliances with 20 wash cycles or an in-door water and ice dispenser that enable us to have either ice cubes or crushed ice, water or juice, a clock and a cute illuminated night light. Very convenient, but we want all this convenience for a very affordable price. Manufacturers don’t want your refrigerator to last 20 years, as it did years ago. Sears just monopolizes on poor manufacturing. By the way, that electronic control board is about $500.00, + Labor. And if you’re fortunate, you’ll be within the warranty period or have paid for a Sears Protection Agreement.
As I said, I am a former Sears / A&E Tech Manager; I have heard many customers complain about the products and the service. So, possibly I can enlighten the consumer on the Sears / A&E In-Home Product Repair business.
Let’s start from the beginning. Mrs. Consumer has a problem with her appliance and calls
1-800-4-MY-HOME. This call is connected to a Call Center in Round Rock, Texas, where you will be greeted by a representative. If you are a first time caller, the Rep will need to create a new account for you. If you are a repeat caller, your account will be on their computer system. Your account will have the usual customer name, address, telephone number(s) and a list of all your appliances with purchase dates, model/serial numbers and whether you have a Protection Agreement on that appliance.
You cannot ask any technical questions to the Rep, because they only make appointments. You cannot be transferred to anyone for Technical Assistance. Your only option is to set up a service call on a mutually agreed date, either an AM or PM appointment. The Rep does one other very important part of their job description; they will “push the sale of a Protection Agreement (PA)”.
Protection Agreements are the life blood of Sears. Protection Agreement pricing structures vary greatly from product to product. They are historically and statistically priced by the cost and frequency of component failures. One important fact to remember when being solicited to purchase a Protection Agreement; once you purchase it… you are locked into Sears / A&E as your repair company. And once your locked in, you, as the consumer are locked in to missed appointments, late running technicians, waiting at least a 7 – 10 days for a part and the ultimate frustration, after waiting a week or so for the part, either the part arrives broken or once the part is installed, the appliance still does not work and another part needs to be ordered. And YES!! This happens daily in the life of as Sears / A&E technician.
Getting back to your service appointment date. Your service date is directly connected to ‘CAPACITY’. Capacity relates to the number of Technicians (that work on your appliance) and the geographic area in which you live. Capacity is fed into a computer by the Regional Routing Center. Daily capacity is built by the number of technicians scheduled to work in any given day by location and industry. Capacity is built like airline companies sell seats………… they overbook!!
Sears has the ability and does overbook technicians, why?? Because they know there is always the possibility that on the day of the scheduled appointment, either the customer has forgotten about the appointment and went out, or the customer has cancelled because of any number of reasons. But a customer, who has waited a week for a scheduled appointment for a refrigerator that is not cooling, will not forget about the appointment. Also, there is a process in place, which automatically telephones the customer the night before the scheduled appointment to remind them of the service call. The District Management also has the authority to force overtime capacity into the technician’s schedule, which they have done.
Everyone in the Sears Product Repair business is rated on PRODUCTIVITY. From the District Service General Manager, the District Technical Manager, the Technical Managers and the Technicians. Productivity within Sears / A&E is rated on the number of jobs (Service Calls) per day. When a customer is ‘not home’ or ‘cancels’ their scheduled appointment that reduces the number of service calls the technician has on his route that day. Sears will do everything in their power to insure a technician does not complete his route early.
There are many reasons why a Technician is late for their scheduled AM or PM appointment. I have already touched on the practice of overbooking. When a technician has a full route and there are no cancellations or not at home’s, most likely, the technician will run late on his/her AM appointments, which has a domino affect on their remaining route. Worst case scenario, the technician may not complete his/her route that day and service calls will need to be rescheduled.
Another reason why technicians run late is because frankly, the appliance refuses to cooperate and it takes longer than normal to complete the diagnosis and/or repair. One of the biggest complaints technicians have is that there in not enough time allotted for the repairs. Each repair is allotted a certain amount of time which equates to the number of parts to be replaced. I have seen the auto-routing software schedule 5 AM appointments for a technician, with considerable drive time to each customer.
Additionally, Tech Managers have been known to add emergency service calls to technician’s daily routes. Emergency service calls are added because of irate customers, who may have been rescheduled the day before, or a multi-attempt repair that has stopped working, once again.
When you call the 1-800-4-MY-HOME number to inquire the whereabouts of your scheduled technician, just ask to be transferred to the local district’s Customer Service Reps. The 800 number is a national call center, they don’t have access to the technician’s route. Ask the 800 number Service Rep to transfer you to the local district’s customer service Reps. It’s the local Customer Service reps that will be able to find where your technician is and when he should be at your home. It’s the local district customer service reps that will be able to get all the answers you need about your schedule, appliance replacements, parts status, and the Tech Manager responsible for your service and repair.
Another big frustration by customers are Reschedules. Reschedules at Sears are a way of life. Customers take off from work, wait all day for the technician to arrive and they never show. Why?? Well, overbooking can play a role in reschedules, adding an emergency service call to a technician’s route can also contribute to a reschedule. Some common reasons are sickness and truck breakdowns. When a technician calls out sick in the morning, there may be 10 -12 service calls on their route that day. Now, given the fact that technicians’ routes are overbooked by design, doesn’t provide an avenue to redistribute 10 – 12 service calls to other technicians. Also, technicians do get sick during the day and elect to go home prior to completing their route. And of course truck breakdowns, their mechanical and are subject to breakdowns. This also contributes to reschedules.
The last reschedule problem I want to touch on are two man, helper calls. Many service calls require a HELPER to assist in moving appliances or completing the repair. I have seen the Sears automated scheduling system schedule the primary technician as his first call of the day and schedule the helper as his 3rd or 4th call of the day. This frustrates the technicians and at times both the primary and helper never get together and the service call is rescheduled. It is the responsibility of the primary technician to contact the Regional Routing Center to find out who his helper is, than he must call the helper to see when they will be available to meet. Helper calls can be ugly to both technicians and customers.
Now, customers may or may not get a telephone call notifying them their scheduled appointment, the one they have been waiting for all day, will need to be rescheduled. Technicians will not make that dreaded phone call to the customer and frankly, it’s not their responsibility. The responsibility to notify the customer that the technician is running late or their service call must be rescheduled, falls on the ‘Router’ at the Regional Routing Center. And frankly these Routers get beat up by angry customers, who Sears once again disappointed.
Each Regional Routing Center has a Router, this person is assigned a group of technicians and monitors their route throughout the day. Technicians can contact their Router when they need to notify them of potential problems with their route, if they get sick and are going home or when their truck breakdowns. The Router also contacts the Tech Manager with technician issues and problems. Technicians will also contact their Tech Manager directly throughout the day with problems and issues.
Another problem that frustrates customers are product replacements. As I stated earlier, even a brand new appliance in the customer’s home will not be replaced, if it can be repaired. Sears and A&E are in the ‘Repair’ business, not the replacement business.
I have spoken to angry customers who have a Protection Agreement on their appliance who will argue to have the appliance replaced, because the price of the repair is more than the replacement cost. Customers must remember, Sears is in this business to make money. Technicians are paid by the hour and installed parts cost about half of what a customer is charged for the parts.
An In-Warranty replacement of a product is charged back to the manufacturer, a product replacement under a Protection Agreement is charged back to the District. Each District maintains a monthly product replacement budget, but will do everything in their power to repair the product and not replace the product. For this reason I have seen customers wait many weeks for a part that was on back-order to arrive, rather than replace the product. The only sure way to obtain a product replacement is, if it needs a part which is ‘NLA’ – No Longer Available.
It is the responsibility of the Tech Manager to forward all replacements for approval. Replacement approvals are generally reviewed by the District’s Operations Manager. The operations manager has responsibility for the districts budget as it relates to product replacements, technician’s tools, supplies, safety equipment etc. Once the operations manager approves the replacement, the retail store is sent a replacement authorization, generally by e-mail and the customer is notified to come to the store.
Another complaint customers have are that the technician wasn’t familiar or knowledgeable with the product they were supposed to diagnose and repair. I have already touched on the fact that some technicians cross train in another industry and do not possess the same product knowledge or experience as the technician who work on these products exclusively.
Years ago, manufacturers had technical representatives who would visit regional training centers and train technicians on new products. Manufacturers have stopped this practice of providing field training. Sears now has employed the practice of providing Computer Based Training (CBT’S) disks. Technicians don’t like the CBT’s as it doesn’t provide the same level of training by hands-on instructor training. Also, the time a Tech Manager can allot to training is minimal, at best.
Tech Managers generally have “Ready Meetings” with their techs. Ready Meetings are designed to give the Tech Manager the opportunity to get his/her technicians together to disseminate information, procedures, handouts, or update their SST’s. Many Ready meetings can only be scheduled for 1 hour, because remember, everything revolves around ‘Productivity’ and a technician cannot be productive if he’s attending a meeting.
Many Ready Meetings are held for mandatory procedural education by Sears. Procedural education has absolutely nothing to do with product troubleshooting and repair. I can safely say many of the technicians get their training while under fire at the customer’s home. Many new appliances technicians are sent to repair, they have never even seen before. I have been told by technicians they were embarrassed in front of customers, because they didn’t even know how to open up an appliance. At the very best, possibly the technician was given a training CD, but he was never given the adequate time to view it.
HAVC technicians at Sears are specialized. They had to go through formal training and have a certification in Freon handling. Again, Sears does try to hire experienced technicians, but experienced HVAC Techs are very hard to find. Sears will hire an HVAC tech right out of Technical School. Some technical schools are very good, some just teach enough to pass the certification test. Many HVAC technicians do not possess the troubleshooting skills to adequately diagnose and repair a problem the first time or the second or third time. That’s why there are so many repeat service calls for the same problem. And this is not just HAVC, this practice runs all industries. Sears will send a new technician out on the road with an experienced tech for maybe, 2 - 4 weeks of training.
This training focuses mainly on how to operate as a Sears tech on a daily basis, learning how troubleshoot and repair are weak at best. The tech must learn how to operate his SST (Sears Smart Toolbox), this is the metal laptop that each technician uses to order parts, reschedule follow up service calls and oh yes, to determine your service bill if this was a collect service call. The SST also has product diagrams which show the technician a schematic of product components, which the tech uses constantly.
The technician also has another alternative HELP Hotline, ‘STACK’. STACK (Sears Technical Assistance Center). Also located in Round Rock, Texas is a technical call center, providing additional technical assistance. They have diagrams and microfiche
diagrams to assist technicians in the field. But STACK is only as good as the technician is able to clearly communicate the problem. I have myself spoken to STACK and some of the complaints were that the technician wasn’t able to clearly articulate the problem.
Parts, lets talk a little about parts. I have been told by technicians and angry customers that when they called the 1-800-4-My-Home, they were told by the call center agent that the technician would have the part on their truck. In fact, there are many parts, hundreds of parts on each service vehicle. But the vehicle cannot carry every part for every model and manufacturer, it’s just impossible. Now there are two possibilities the customer was told the technician would bring the part, either the agent was new and shouldn’t have committed that the technician would have the part on the truck or the customer was angry and demanded the technician bring the part with him and the agent agreed, just to end the call. Yes I have heard about both scenarios.
You may wonder why the technician schedules his return service call 10 days out in the future. This is done because of the US Postal Service. Sears knows it takes at least this long to process the order and ship it out. Yes, the part will most likely arrive days prior to your scheduled service date, but to be sure the part does arrive, Sears uses a 10 day lead time, to insure the part arrives. Sears does not want to cancel a scheduled service call because the part did not arrive. (It’s a PRODUCTIVITY ISSUE). And yes, parts can be Emergency ordered, but technicians generally need to obtain permission from their tech manager before emergency ordering a part, why?? Because it is very expensive to emergency ship replacement parts. So who suffers ??. The consumer suffers.
Why does it take so long to get someone out to look at my appliance? Well, if it’s your refrigerator that’s not cooling during your home areas’ hottest months; good luck getting a service technician to diagnose your problem. These are the peak periods for ‘No Cooling’ and the technicians are normally swamped with calls. I have seen some customers wait for two weeks for a service call. And on the day of the service call, the tech called out sick and the customer had to be rescheduled.
The period of time, when you call for service and when you can obtain a service date is known by Sears as “State of Service”. State of service can be all over the calendar. If you call for service and you are not happy with your appointment, call the retail store and complain. The retail stores have a relationship with the District Service & Repair managers. Often the relationship is strained due to poor service, unhappy and often angry customers. But the retail store’s Brand Central or Operations managers can place some pressure on the district to satisfy the customer.
I think you can now understand, why at times, technicians have such a hard time diagnosing and fixing your appliance the first time and why it takes so long to receive replacement parts. Sears sends inexperienced technicians out in the field and they leave the local Customer Service departments and Tech Managers to do ‘Damage Control’, when they don’t or can’t fix the product. Believe me, there are way too many ’Better Business Bureau’ and ‘Attorney General’ complaints reaching Hoffman Estates, then funneling down the respective District Offices.
Let’s talk about Technician Productivity a little. Technician Productivity is rated on the number of ‘COMPLETES PER DAY’, not ‘CALLS HANDLED’. There is a distinct difference between the two categories. Completes per day simply means the technician diagnosed and fixed the problem on the same day of the appointment. Calls handled means the technician diagnosed the problem and a part needed to be ordered and a future follow up date needed to be scheduled.
Industry is a term used by Sears to designate the type of work performed by a technician. Sears service multiple industries; IE ‘Laundry’ for Washers and Dryers, ‘HVAC’ for gas and oil boilers and furnaces, Central Air & Window air conditioners, Dehumidifiers, Water Softeners, Reverse Osmosis water filtering systems, Hot Water Heaters, ‘Home Electronics’ for tabletop and wall mounted TV’s, ‘Lawn & Garden’ garden tractors, snow throwers, power washers etc and
‘Refrigeration’ for Refrigerators and Freezers and ‘Cooking’ for stoves, ranges, microwaves, dishwashers.
It is worthy to note, many Sears Technicians cross industries, as many industries are seasonal. A Technician could face a layoff if he didn’t expand his skills and cross train in another industry. This is one reason why some technicians aren’t as comfortable diagnosing and repairing appliances because they don’t repair these appliances on a regular basis.
Sears brags about being certified as an ISO 9001 company. For a manufacturing company, being ISO certified means constantly reviewing the manufacturing process, to cut down on waste and defects. Manufacturing companies strive for ZERO defects. And, if a manufacturing company consistently uses quality materials and processes, that they themselves set forth as the standard, hypothetically, a quality product will be manufactured the same way; day and day and week after week.
But Sears does not have ISO standards for troubleshooting and diagnosing problems, technicians don’t have ISO standards for fixing the appliance, right, the first time. Sears does have an ISO Standard which states: the Technician will be in his/her service vehicle and punch in on their SST at 7:25AM each and every day they are scheduled to work.
Sears does have a standard that states the technician leaves from his driveway at 7:25AM and drives to his first call of the day, period!!. The standard goes on to say that the technician cannot stop on the way to his first call to get a cup of coffee, he can’t stop for gas. The technician is not even allowed to call his first call of the day to be sure the customer is home.
Plenty of technicians have arrived at their first call to find an empty house. The same standard applies to the technician’s last call of the day. The technician can only drive from his last call back to his/her driveway, no stops, not even for gas.
Sears Tech Manager’s are just as overworked as the Technicians they manage. The Sears Tech Manager who manages his team is part ‘Manager’ and a big part ‘Detective’ and ‘Enforcer’.
Sears mandates compliancy from its Technicians and the Tech Manager is the instrument of Enforcement. Sears places more rules and regulations on its technicians than our current day military. Under the umbrella of being “ISO Compliant”, Sears mandates their technicians to follow many, many, rules and frankly, the technician does not have a ‘Rule Book’ to refer to, all the rules must be set in his /her memory. Tech managers spend too many hours trying to smooth over angry customers and trying to catch technicians doing something they shouldn’t be doing.
Many Technicians strive to get away with doing less. If a Tech wants to reach his Tech Manager and can’t reach them, he will contact another tech manager to forward a message. But if a technician doesn’t want to be contacted, he will not answer his cell phone. Then the tech manager has no alternative, but to call him at the customer’s home telephone number. Some Tech’s will do anything and everything to get out of work and they know how to do it while in the field. Especially at the end of the day, when you need to add an extra call to their route. They will not do it.
One last note, there are many knowledgeable and friendly Sears Technicians and many that are not. Think twice about your past experiences with Sears before you purchase another Sears Protection Agreement.
I hope I have been able to bring to you some consumer education about the Sears / A&E repair business. And provide you some insight into making an educated decision with your purchasing power.
Former Sears Tech-Manager 9/4/08 3:13PM
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