As a former Technical Support Specialist for Sears Holdings in Round Rock, Texas, I can tell all of you, not only is the customer service terrible, but this is also a horrible place to work at. I started in 2010 & left in 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 an 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 separate 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 used condom 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 going to 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!
While this post may have sounded angry, ITS THE TRUTH! Yea, customers maybe jerks, but who can blame them when they are being sold poor quality that falls apart after a week & told all kinds of bs on the phone (and again, I do not blame the employees, just the horrific training & management). So, to all fellow Sears employees, whether your in Tempe, Round Rock/Austin on the phone all day, or working as a field tech or in the store, I will say this: Start job hunting now. 2012, this company is finished. Sales & stocks are tanking, customer complaints are flying all over the place, & quite frankly, the phone experience is awful whether you know what you're doing or not. These are hard economic times right now, & I know you gotta do what you gotta do until the next opportunity comes along & I hate the fact that people are losing jobs everywhere & can't find work, but as far as I'm concerned, Sears had this a long time coming. If by some divine act of God this company can be salvaged, YOU better change from the ground up. And don't give me that crap about cutting costs or whatever excuse you can come up with. If you are a company that prides themselves on being the best & offering the best, then be about it, not just towards customers, but to employees as well. However, as I research further & read more & hear more complaints, even from my own friends, who I beg not to shop at Sears, face it, YOU GUYS ARE DONE! Walmart and Target are stepping up, JC Penny, Macy's, Nordstorm, & other department stores pretty much stole your "loyal customers", and as far as appliances & electronics goes, Best Buy, Lowes, Fry's Electronics, PC Richards, Home Depot, & even "mom & pop shops" are kicking your ###! So again, to any current Sears employees, start job hunting now. Even if they manage to survive the 3rd & 4th quarter sales of 2011 & the first part of 2012, don't make a career here, especially if you work @ the Sears Holding in Round Rock, Texas. I know its hard getting something promising out there, but take it from me. I found a sweet job & a promising career with great chance of promotion immediately after I left this God awful place. And if any of the "powers that be" in the Round Rock office or at Hoffman Estates are reading this & getting offended, GOOD! Because you lost an employee & a customer for life. Besides, who wants to stay at a company with the highest turnover rate in the central Texas area, where no one is guaranteed time off because of so called "business needs", even if it is a emergency and your managers are more useless than healthcare for a prostitute. So, no sweet talk, no bs & no threats about rehiring or coming back, or telling me to stop posting. This isn't the only job in the world & your blind arrogance will be your downfall. So, why the hell would anyone wanna work here? I paraphrase the late Rodney Dangerfield when I say, "I'd rather make $14 dollars the hard way".
P.S. you don't believe me about Sears being finished, check out this link:
and if you still have doubts, I challenge YOU to research further.
Sears...2012...may you Rot In Pieces...