Company information:
Sears
Massachusetts
United States
www.sears.com
After a lifetime of being a devoted Sears customer, I will never do business with Sears again. Bought a $2000 GE refrigerator w/ 5 yr warranty. Had a problem, called Service. My mistake.
2/5/08
Scheduled svc for 2/6 8:00-12:00. Was told that I would get a call after 8:00 am. Provided my cell and home phone #s.
2/6 Appt #1
Got a msg at 7:45 am from the tech, while in the shower. No call back number. Immediately called Svc 800-469-4663. Told them I would be out until 8:30 taking the kids to school, so to have the tech call my cell. However, he came at 8:20 and called my home phone that he was there. Got home at 8:30, called Svc again, who said they would have the tech return. Nothing. Called 5-6 times each time being told the tech would call w/in 30 mins. Finally, at 1:30 I rescheduled for next morning 8:00-12:00.
2/7 Appt #2 & #3
After 9:00 am called Svc who claimed that my service WASN'T IN THE SYSTEM! Had to reschedule for 8:00-5:00. Was told the tech would call sometime to confirm.
Called Sears 800-549-4505 to complain. While looking at my log, said that MY 8:00-5:00 SERVICE HAD BEEN REJECTED! Funny, nobody called to tell me. Said that I had to reschedule, so I asked for the (MA) District Svc Mgr. After 10 mins got a number 978-777-4724.
Appt #4
I called and was told that the Svc Mgr was not in and to call the 800 number. After insistence, a Jim Louder said that my service was rescheduled for 2/8. I told him that 3 days off from work was unacceptable. He said to schedule service for a Saturday, not caring what I had been through. I insisted on service today, but he would not commit or commit to a call back for yes or no.
So, now I will make it my goal to find someone high enough in the Sears organization who actually gives a rats @$$ about customers, so that they understand why I will never be one again. I will also spread the word so that others don't have to suffer through the Sears Service Nightmare.
