Company information:
2375 Panorama Drive
Eugene, Oregon
United States
Phone: 541-505-7171
A Sears tech came out to the house on 2/07/08 to replace the right side railings for the crisper and meat drawers on a GE refrigerator, model unknown. She called in an order for the two rails. On 2/13/08 I received the packet of replacement rails - one was correct, and I installed it on the refrigerator. The second was the wrong part for the meat drawer, a shorter drawer. I called 1-800-4MYHOME and spoke with 8 different people, and with each person explaining my problem. The final person looked on the company computer, and saw what the technician ordered, and said he would order the correct part.
On 2/15/08 I received the second package with the replacement part - BUT, again I had been sent the incorrect part - again, this was a right hand railing, but it was too long by several inches, thus being longer than the space for the railing to attach to the walls of the refrigerator. I called on this date, and again after talking with some 7-8 people, got ahold of someone who said he understood the problem, and would have someone from the parts/repairs department call me on the following Monday to get information from me to order the correct railing. The next Monday was a holiday, so I anticipated he would call on Tuesday - here it is Thursday, and no call...!
I called on this date, and spoke with some 12 people, the first time being cut off while speaking with the 8th person, Daniel - since I had also given each and every person I spoke with my phone number with area code, and my address, I expected that Daniel would call me back to complete the process of ordering the correct part - Daniel did not call back....Once again I called back and it was during my conversation with the 4th person that I was told she could order the part. She also informed me that a local technician would be in touch with me as this replacement part is more expensive than the other incorrect parts - this one being some $16.00 as opposed to the incorrect ones I'd been sent that were only $9.00 something...!
I don't mind paying the extra for a part, though I fail to see how a plastic part that is shorter than the incorrect ones that were sent me could cost nearly double the price...!
WHAT IS ANNOYING AND IRRITATING AND MADDENING, IS THAT EACH TIME I TRIED TO CONTACT SOMEONE TO REMEDY THE SITUATION, IT TOOK ME BEING HANDED OFF TO SOME 8 PEOPLE BEFORE SOMEONE TOLD ME THEY COULD HELP...! - AND, AS IT TURNED OUT, ESSENTIALLY ALL OF THOSE PEOPLE EITHER LIED, OR WERE INCOMPETENT AND DIDN'T KNOW WHAT THEY WERE DOING, AS IN THE END I DID NOT RECEIVE THE CORRECT REPLACEMENT PART...!
THERE IS SOMETHING DRASTICALLY WRONG WITH THE SEARS WHOLE PROCESS OF HANDLING SUCH SITUATIONS - I SHOULD NOT, NOT, NOT, HAVE HAD TO TALK WITH 8 PEOPLE BEFORE GETTING TO SOMEONE WHO COULD HELP ME...! - AND, WHEN I GOT CUT OFF DURING MY CONVERSATION WITH DANIEL, HE SHOULD HAVE CALLED ME BACK SO I WOULDN'T HAVE TO CALL AND GO THROUGH ANOTHER 7 PEOPLE TO GET TO SOMEONE TO HELP ME....AND, WHAT IS THE NEED FOR EACH OF THOSE 8 PEOPLE ASKING ME TO IDENTIFY MYSELF, GIVE MY PHONE NUMBER, AREA CODE FIRST, AND MY ADDRESS, IF SOMEONE LIKE A DANIEL WON'T CALL ME BACK WHEN WE GET CUT OFF - IF HE THOUGHT I HUNG UP ON HIM, HE DIDN'T GET IT THAT I WAS SO UPSET WITH YOU AND YOUR PROCESS THAT I WASN'T GOING TO HANG UP AND FACE HAVING TO START ALL OVER AGAIN...
NOW - IT WILL BE INTERESTING TO SEE IF I RECEIVE THE CORRECT PART IN THE NEXT COUPLE OF DAYS - AND, IF I DO RECEIVE THE RIGHT PART, IT IS IRONIC THAT THIS PART IS MORE EXPENSIVE, AND I WILL BE EXPECTED TO PAY THE DIFFERENCE - THIS, AFTER ALL THE NASTY MAZE I HAD TO NEGOTIATE TO GET THROUGH TO SOMEONE WHO HOPEFULLY CAN HELP ME...!
IF SOMEONE ACTUALLY READS THIS COMPLAINT, THAT WILL BE AMAZING TO ME - AND, IF SOMEONE ACTUALLY DOES READ THIS, IT WOULD BE MOST ACCOMMODATING IF THAT PERSON CALLED ME AND EXPLAINED TO ME WHY I HAD TO GO THROUGH SOME 8 PEOPLE ON 3 SEPARATE PHONE CALLS TO GET TO SOMEONE WHO PURPORTED WAS THERE TO HELP ME...
Gordon H. Nagai
2375 Panorama Drive
Eugene, OR 97405
541-505-7171
