Sears and Their Philosophy on Customer Service…


Dearest Readers:

Joy…Oh JOY! It has been three weeks in this household without a working, dependable washing machine. YES, it’s a Kenmore…LG product from Sears = DEFINITELY MY MISTAKE FOR BUYING FROM SEARS. The second time for them to return to repair the machine is this Tuesday, December 9! The first scheduled for THIS CASE NUMBER was November 28! Silly me — I ‘forgot to remind them to bring two technicians for that appointment’ since it is a ‘stackable unit’ — duh! Didn’t realize the customer needed to remind them. It should all be documented in their computer since I purchased the unit AS A PAIR FROM SEARS! Since the machine is doing the same thing it did in June-July, they did order parts — following my suggestion — AFTER I was told they could not order parts UNTIL a technician confirmed what needed to be repaired. The tech arrived last Friday, November 28 – Black Friday. Never did he look at the unit when we mentioned it was a stackable unit. He did order the parts, and it should be interesting this Tuesday, December 9 to see IF the machine WILL BE REPAIRED! The parts are here, awaiting the repair!

On another funny note — my Cuisinart Grind & Brew coffeemaker was leaking from the bottom of the unit two days before Thanksgiving. I phoned them to inquire what to do. My coffeemaker has a three year warranty. You’ll never guess what they did! And SEARS COULD TAKE NOTES FROM THIS SCENARIO! Yesterday, I received a new coffeemaker, with instructions to send the broken unit to them – at their shipping expense. Less than seven days to get this repair! As for SEARS – it takes FOREVER since “I do not live in a metropolitan area???” I did not realize Charleston, SC was considered an ‘un-metropolitan area.’ I suppose I live in the boondocks, according to Sears!???!

Never…no NEVER — shall I buy ANY appliance from Sears! I am paying for a broken washer — taking FOREVER to get it repaired for the third time since purchasing it in 2010. To date, I’ve received three replies from a complaint I wrote to “Sears Blue Service Crew…” Every reply is from a different Sears member services agent. One listed an incorrect ‘case number’ — the repair reported in June – July, 2014! I informed them the case number was incorrect. No immediate reply! Then I finally got another reply — AFTER I sent them another complaint. Apparently, customers can request a laundry voucher for each week at $25.00 weekly for the inconvenience. It costs me $28.75 to do weekly laundry at the laundromat! However, the $75.00 Sears can pay me is for a calendar year. Each time I get a reply it is from a different ‘Sears member.’ Talk about passing the buck and ‘CYA!’ According to the latest e-mail, I can receive an additional $25.00 laundry reimbursement. How generous! Only $100 per calendar year. What a joke! I do hope this generous “$25.00” does not break the bank of Sears!

And today, I read that Sears is not exactly doing that well. Wonder why!

Whatever happened to customer service in America!

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