[Resolved] Sears Repair Department / sears repair department in general
A copy of a letter i sent to Sears:
I'm sure this is nothing your company hasn't heard before as I have seen other posts concerning the service department at Sears. I'm sure I will receive a standard "Sears cares about you" reply letter. I called Sears about 2 months ago to fix my squeaky dryer, which cost me $130 to grease a bearing (20 minutes worth of work). I was given the 8 - 12 time slot, he showed up at 2 PM.
So now after 2 months my dryer squeaks again, so I called Sears again, luckily they have a warranty on their service for 90 days (A policy that actually does make sense) but the only timeslot which they guaranteed is 8-5 PM, and even on different days this is all she would offer me.
What in gods name kind of time frame is that! Do you expect people to take entire days off so we can wait around for your repairman to do sub par repairs. You might as well just say the week of March 19th. We can just take vacation and sit around waiting for your half ### service to show up.
I'm done with you Sears, and I will add my story to the thousands of other dissatisfied customers on the web, your stores are dirty, over run with vulture like sales people, and your service department sucks. I just hope when your stock hits rock bottom a good company buys you and turns you into at least something worth dealing with. RIP!
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Sears Brands Customer Care's Response, Apr 21, 2011
Mr. Timothy Warren,
First allow me to apologize for the delay in finding this post. I hope you get a chance to see this response and reach out to my team for assistance. My name is Misty and I am with Sears Cares Escalations team. I’m sorry to hear about these issues you’ve had with repair service. I can’t imagine how this situation has come to be this convoluted. From what I read here, we should have done more to identify and resolve this issue for you. You are a valued customer and we want to keep it that way.
At your convenience, please contact my office via email at firstname.lastname@example.org so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the garage door opener was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Timothy Warren) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Social Media Moderator
Sears Social Media Support
Sears Brands Customer Care's Response, Apr 25, 2011
My name is Misty with Sears Cares and I am very concerned about what I have read here. Allow me to reach out and apologize on behalf of Sears for what happened with the service on your appliance. What you’ve posted here is not acceptable by any Sears standards and we would like to investigate this as well as resolve the issues. I am truly sorry that we have put you in such a frustrating situation and we would like the opportunity to make things right. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. It is our goal to get your appliances to run properly when servicing and to exceed your expectations. Waiting so long for service is not acceptable.
At your convenience, please contact my office via email at email@example.com so we can help. In the email, please provide a contact phone number and the phone number the item (s) was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (TxFatboy) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Social Media Moderator
Sears Social Media Support
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