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Sears, please forward this
To the blue ribbon service case managers
(Aka) phone tag central
First of all let me start by saying, that I can see that your division is very much a part of sears commitment to customer service. Because there was very little service, and any one who thinks you provide a service to your customers, should be committed.
When I received a message that blue ribbon service wanted to discuss the issue I had with my weed trimmer, I thought that maybe my letter to sears did some good. And that I didn't just waste a stamp. Boy, was I wrong. Not only did I waste a stamp, I wasted my time calling and playing phone tag with liz terrel and melanie silkworth (Sorry if I got the name wrong, some people worry about doing the right things), for almost two weeks. On friday july 17th the first call said if they did not hear back from me by the end of business that day, they would try again on saturday the 18th, so on saturday not much trying was done, because my wife and I were home all day getting ready to have people over that night. Than on monday the 20th I called and left a message with home and work numbers and the hours of where I would be. They called back on monday and their message said they would try to contact me, before the end of business on tuesday. Even with the message I left for them monday at around 2:00 pm stating that I would be at work during this time. They called my home not more than 10 minutes after I called them. And no they did not try to call my work. I tried to call them on tuesday, and their next message was that if they did not hear from me, they would try and call thursday the 23rd. I even saved the message thinking maybe I did not hear them correctly. So as of this writing (I tagged them at 6:55 pm on wednesday the 22nd and got no answer five minutes before end of business, who in their right mind is not setting at their desk with five minutes to go waiting to go home, and now i'm waiting to be tagged back) I can't wait to see what thursday brings. Will the game continue? Or will we get to speak to each other. Only time and at&t will know.
Now, for the second part, a blue ribbon in my book means the best of show. Maybe you should think of changing the services name to participation ribbon service case managers. Because I only see a lack of participation in this case. Definitely not a blue ribbon service. Unless you mean your customers blues.
Oh, by the way. My weed trimmer is still not working. Now I have more to ad to the story about sears lack of custumer service. And from what i'm hearing, i'm not the only one who is very unhappy with sears.
Unhappy customer
Ps thursday and friday came and went no call. Still no blue ribbon effort for customer service. Please do me a favor, just tell me you hate your job and you don't care what happens to the items after they leave the store. And I will stop thinking that sears may actually care about doing the right things right.
The complaint has been investigated and resolved to the customer's satisfaction.
Delays happen sure. I understand that. But you make an appointment and promise to do something then don't do it? What, the delivery guy didn't have access to a phone? People today have lost the value of keeping thier word. I guess since all you can do is call people names, that words have no meaning to you either. I am not surprised. You want to donate the balance of the refund to anzelgirl? I am sure she would appreciate you sending her the money, and so would SEARS...
What you failed to learn in school is reading comprehension. He canceled the order and they would not give him a full refund. It arrived at the warehouse not his house because the delivery guy NEVER CAME to his house! Whats wrong with America is that people continue to be cheated out of their hard earned money, a dollar at a time. Is it OK that the customer only got some of his money back? NO! All he got was aggravation and lack of respect. He even had to pay to enjoy the experience. Do you think that SEARS give a rats...x!@!@ about the $20 or $100 that this guy didn't get back? NO. Using the courts for what might seem trivial is exactly the system that big corporations have put in place, so that everyday folks that are mistreated have no other recourse but to take it in the rear! Is that what you think makes America great?
He paid $1000 for a product he did not receive. Nor did he get a refund. He certainly does have grounds for a small claims case.
Have them call your attorney... You can take them to small claims and sue them. I would go back one more time, but have a friend video tape the whole thing. Then send it to Sears corporate office if they treat you without any respect and fairness. For $1000, that is well worth your time and effort. You can even get your revenge by posting the problem on Youtube or facebook and twitter... Sears is bound to have a twitter page. If you post a comment like " Sears customer service at BC, Canada sucks! Look how they treated me! Watch this video...(Youtube link) It worked for that FedEx customer that had a broken TV when the delivery guy tossed it over the fence! If you need help, I can explain how you can do the whole thing.
Yeah, Singer in the [protected] period had a computer sewing machines with a lifetime warranty as well. We were dealers for Singer at that time. But...if you read the warranty it really only had 90 days labour. And a lifetime on defective computer boards, lineal motors and such. After Singer realized that it was killing them to repair under warrranty 6-7 years later they asked the Govt for a ruling of what a lifetime on appliances of this type was. Turns out in the sewing world at that time it was 7 years. Thats for the singer 2000, 560, 2001 and 2010 series. Cant even get a board for any of those machines now, and its a fortune to rebuild them But they sure sold a lot of machines with a lifetime warranty printed on it. I still get folks bringing in the warranties and screaming at me that I am ripping them of by charging them.
That's it.A Red Chinese colony. We need to practice our chopstick usage. And bowing.
Just like the United States of America/Peoples Republic of China merger.
I haven't been in one of their stores in many years. But since K-Mart bought them, they're doomed to failure. Did you ever go to one of their American Fare stores? You couldn't leave the store without some goon going through your stuff and examining your receipt. They failed here.
And I don't think anyone will miss Sears and K-Mart. Except the mediocre employees and their supervisors.
My mom worked there for 25 years. It used to be a pretty good store.
K-Mart bought out Sears. So, what do you expect? And I hate Walmart, too.
I am and have been a sewing machine service tech for 35+ years. Bring the machine back to Sears and they will correct the problems you are experiencing under their warranty on the service job you just had done. Any competent tech should be able to fix those problems in a half hour or less. Expecting free service for the rest of your life is absurd. Read your warranty and you will see that the "lifetime" portion of the warranty is only for parts that have "manufacturing defects" (not worn out), and labor is not covered at all. Most people would agree that if the machine worked well for 48 years, there could not have been any defective parts, parts do not become defective, they are either made correctly or they are not. Your machine has worked for all those years, it needs servicing, it is not defective...
Sewing machines warranties are usually
- 90 days to 2 years for most parts and labor.
- 1 to 5 years for the motor and electronics (labor excluded).
- 20 years to lifetime on "defective", parts (labor excluded).
There is no warranty on worn parts.
Yes, Sears really sucks with any kind of warranty service. I believe that they put out to auction annually to service companies to provide services like HVAC, refrigeration, appliance repair etc. The company that pays them the biggest percentage of their service sales gets the contract - or the cheapest, lowest bidder gets the contract on warranties. It is obvious to everybody except Sears, of course, that the lowest bidder will provide the lowest level of service or no real service at all. I should know, I once worked for a Sears warranty contractor (HVAC). Sears is not the company they once were - Avoid any warranty with Sears if you can as they do not service anything - it is all outsourced on the cheap.
KitchenAid isn't any better - they have 1 service guy here that serves 1000's of square miles. I found that out when I had to wait 2 weeks for a kitchen stove repair under warranty.
Buy your appliances from a local appliance store with an excellent rating for service and repairs in Consumer Checkbook. That's what I do.
Sorry Sir. I'am 87 years old and lost a leg and a ### (Penis) during the WW2.But I would like to grow a leg back .
Sincerely, DL WW2 Vet
If you have this much time to sit and whine, why didn't you just hook it up yourself? Grow a ###.
I completely agree that Sears Blue Ribbon service is very poor. My case manager Anabelle Morales would not arrange a phone call between the LG service technician and the senior Sear's technician to confirm the repair strategy for my LG fridge. Instead she stated that it is policy that Sears can not reach out to the manufacture to troubleshoot an issue. Sears deemed my 3 yr. old fridge unrepairable while LG is saying as long as my fridge is cooling/freezing, it is more than likely repairable. Unfortunately, I purchased the Sears extended warranty when my fridge had another issue after Sears repaired the sealed system. Because I purchased the warranty, I am held to the $500 limit on a replacement fridge when I paid $2300. Sears sealed system repair was not done correctly so I had further issues but Sears will not even confirm nor deny fault stating it is moot becasue I purchased the warranty. Very unprofessional attitude from the case manager and not willing to go the extra step to ensure that a fridge wasn't able to be repaired with a second opinion. No sympathy in such an economic condition. As a single mother of 3, I'm always trying to figure out ways to save money and it seems worth the phone call to confirm the repair strategy especially when fridge repair is not an exact science. Annabelle certainly was well trained in not going above and beyond to resolve any issues.
Excerpt from: http://www.1to1media.com/view.aspx?DocID=31561&m=n&utm_source=1to1%20Weekly&utm_medium=H&utm_campaign=05-04-2009-2665
"Carey also created a Blue Ribbon customer care group -- agents who are empowered to do anything to satisfy a customer or fix a customer issue, including refunds and item replacement. "Agent ownership of the issue goes a long way, " he says. "There is pride moving through the organization and agent satisfaction increases as they realize their main purpose is to help the customer.""
This has certainly not been my experience.
IMHO, I think it is a good thing to include names when you have them. It helps others to avoid or contact them depending on if they provided good or bad service. If they cared about their names being associated with bad service, they would either not give their names or have given better customer service in the first place.
Greg - going through his own ordeal with Sears service & the Blue Ribbon team.
I am sorry to hear that you feel you haven't received good customer service, but I have dealt with this very department when I had an issue with a purchase from Sears and I was quite impressed with the way my case was managed. It was handled quickly and professionally and I will most definitely continue to buy products from Sears because of this. They have specific protocol they have to follow, so it's not like they single anyone out or treat anyone unfairly. Some people obviously just can't be pleased. I have to say I find it incredibly tacky to include the employees' names. You should be ashamed.
L. M.