To Milana,
My name is Shayne and I’m part of the Sears Cares Escalations team and you are correct in saying that this should have not happened in the first place. We should have caught this before the item every left the warehouse and given you the option to take delivery or not considering the damage. At your convenience, please contact my office via email at searscares@searshc.com so we can look into this for you. In the email, please provide a contact phone number and the phone number the refrigerator 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 (Milana) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
To Sophie Muscosky,
My name is Brian and I’m part of the Sears Cares Escalations team and I’m sorry to read about the problems with your Sears rebate gift card. I’m not sure what the problem is on our end, but we would most certainly like to investigate and resolve this issue for you. At your convenience, please contact my office via email at searscares@searshc.com 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 dishwasher 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 (Sophie Muscosky) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
To Kapral,
Please forgive the delay in finding this post. My name is Brian and I’m part of the Sears Cares Escalations team and I’m sorry to read about the problems you’re having with Sears.com. Typically it is a very smooth process. We handle cross billed purchases every day. You have every right to be frustrated about this. That’s a lot of time out of your day to be spending on an issue that should be fairly simple and we’d like to help with this situation on your behalf. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and the phone number the washer and dryer were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Kapral) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
To Afroman,
My name is Brian and I’m part of the Sears Cares Escalations team and I’m sorry to read about the service tech who was in your home. You shouldn’t be made to feel uncomfortable while we are servicing your appliances. It is perhaps our number 1 policy above all others is to treat our customers with respect they deserve, and I’m sorry you didn’t get that from your service technician. As for the phone call, we do call them in the field to alert them of new appointments or schedule changes to existing appointments. Their phones are our lifeline to them while they are working. All this being said, we would like to speak with you about this so that we can ensure it does not happen to you or any other customers. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and the phone number the freezer 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 (Afroman) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
To LorriLynne,
I’m very sorry to read about this issue with your freezer delivery. This was not a good situation all the way around. It seems like both you, your mother and the delivery team were frustrated about the delays caused by the circumstances. The delivery team could have acted more appropriately; they should have and went ahead and delivered the freezer or rescheduled it for the next day when it got too late. This is unfortunate for you and your mother. This isn’t how we want to do our business and we’d like to talk with you about what happened to see if we can make it right somehow. My name is Brian and I am part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so we can discuss this situation. In the email, please provide a contact phone number and the phone number the freezer 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 (LorriLynne) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
To cthtexas,
I’m very sorry to hear about this unfortunate situation on the delivery of your refrigerator. Typically we don’t have this many problems with Deliveries. We do thousands a day and the process works over 95% of the time. Its unfortunate the delivery team could not get back out to make the delivery. Most often they have so many deliveries in a day that they may not be able to, especially if they are going to another city or town for their other deliveries. We have failed you in this instance, and we need to get this taken care of as quickly as possible. My name is Brian and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the refrigerator 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 (cthtexas) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
To 402133,
I found this post and I wanted to reach out and express our concern for this situation. I certainly empathize with what you’ve encountered with our service team. 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. With lawn and garden season upon us, there are many people experiencing similar issues and calling for service. Due to the demand, we do not have the capability of getting a technician to your home as quickly as we normally do. We can try to force a call for a specific day, but the technician’s route is already full and we are asking that tech to add another customer. They may or may not be able to make it depending on their work load. We can’t ask a tech to leave another customer’s job partially done in order to make the next appointment. We wouldn’t do that to you or any of our customers. We will try, but we simply cannot guarantee the tech will be able to make it. Of course, this is not an excuse, just an explanation. My name is Brian and I’m part of the Sears Cares Escalations team and we’d like to step in and determine what needs to be done on your behalf so you don’t have to continue to be frustrated by this. We can help with this. At your convenience, please contact my office via email at searscares@searshc.com so we can get this resolved for you. In the email, please provide a contact phone number and the phone number the tractor 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 (402133) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
Dear Judy Myers,
My name is Shayne and I am part of the Sears Cares Escalations team. I am sorry to hear that you still have not received your rebate that was submitted for 04/09/2010. The normal process for a rebate is about 4 – 6 weeks from the date that it was submitted. At your convenience, please contact our office at searscares@searshc.com so we can look into this for you and see what we can do to help. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (Judy Myers) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
To Bounz,
My name is Shayne and I am part of the Sears Cares escalations team and I would like to apologize on behalf of Sears for all the trouble that you have experienced with your Oasis washer. As far as the damage that the leak has caused to your home, there is a possibility that the repairs can be covered by our insurance department. At your convenience, please contact our office via email at searscares@searshc.com so that we can look into your situation. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen name (Bounz) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
To Mixin,
I am sorry to hear that you were given incorrect information about the fees for the service when you called to schedule your appointment. I am not sure exactly what transpired when your mother tried to pay with your Sears card and then it was rejected, but we would like to look into this as see what we can do to help. At your convenience, please contact our office via email at searscares@searshc.com so that we can look into your situation. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen name (Mixin) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
To May J. Mcain,
My name is Shayne with Sears Escalations. Please be aware that we have received your complaint and I have turned your information over to our team and you should be contacted by the end of the day today. Also, due to security reasons, I highly recommend that you remove your credit card information from this site. It is to easy for someone to take advantage of this information. When we ran a search on the credit card number we found were the tiller was purchased in April at your local store in Mena and we will see what we can do to assist with this. If you have any questions or concerns, please contact our office via email at searscares@searshc.com . We do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
To Randy Faulk,
My name is Shayne with Sears Escalations and I am very sorry that you have had such a bad experience with our Repair Department. As a customer myself, I can understand and sympathize with how frustrated you are about us not showing up and then rescheduling your service for another week out. We do value you as a customer and would like the chance to look into this for you and see what we can do to help get you sooner service. At your convenience, please contact our office via email at searscares@searshc.com . In your email provide a good contact number and the number the service is scheduled under and we will call you directly. Also, please provide your screen name (Randy Faulk) so we can reference your case. We do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
Dear disgustedinNY,
We are sorry to hear about the service you have received on your dishwasher repair from A&E Factory Service. When contacting our office for service we make it our goal to complete the service in a timely manner. This has clearly not been done for you and we would appreciate the opportutnity to assist you. My name is Shayne and I work for the A&E Solutions team. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the dishwasher is listed under and we will contact you directly. In addition, please include the screen name used to post here so we can reference to your case.
Thank you,
Shayne W.
Senior Case Manager
A&E Cares
Dear KenL98,
I am sorry that your experience with our repair department has been such a bad one for you. You are correct in say that it is unacceptable that you have to wait so long for service on the AC unit in 100 degree weather. I live in Texas as well, and I know that this would be unsatisfactory for me to have to wait. Due to the age and health conditions of your mother and brother, we should have been able to get you sooner service. My name is Shayne and I am part of the Sears Cares Escalations team and we’d like look into this and see what we can do to make sure that you get sooner service. At your convenience, please contact my office via email at searscares@searshc.com. In the email, please provide a contact phone number and the phone number service is scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (KenL98) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
To Lindaoakton,
My name is Shayne and I’m part of the Sears Cares Escalations team and I would like to apologize for all the trouble that you have encountered trying to get your rebate back for your appliance purchase. At your convenience, please contact my office via email at searscares@searshc.com so we can research your rebate and see if we can get an answer for you, if not your rebate as well. In the email please provide a good contact number so that we can call you directly. Also, in your email, please provide the screen name (Lindaoakton) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
Dear Leroy and Hope,
First allow me to apologize for the poor service that you received from out service unit. I can certainly understand why you are frustrated and upset about this. My name is Amanda and I am part of the Sears Cares Escalations team and would like to look into this and see what we can do to speed the repair process up for you. At your convenience, please contact our office at searscares@searshc.com so we can look into this for you and see what we can do to help. In the email, please provide a contact phone number and the number that the service was scheduled under and we will call you directly. Also, in your email please provide the screen name (Leroy and Hope) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Amanda H.
Senior Case Manager
Sears Cares
Dear AGD,
We are sorry to hear about the service you have received from A&E Factory Service. Our goal is for all customers’s to be satisfied with the services they receive, which did not occur in your case. My name is Amanda and I work for the A&E Solutions team. At your convenience, please contact our office via email at AEservice@aefactoryservice.com so that we can further discuss your concerns. In the email, please provide a contact phone number and the phone number the television 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 (AGD) for reference to your issue.
Thank you,
David V.
A&E Cares
Dear Pusskit,
I apologize for the frustrations the installation has caused you with your television set. We want all our customer's to be satisfied with the job once completed. We would like to look into this matter further for you. My name is Amanda and I work for Sears Cares escalations team. If you could, please send an email to searscares@searshc.com and provide both your contact information and your screen name (Pusskit) so we are able to reference your email. We will contact you directly and work to have this issue resolved. We look forward to speaking with you soon.
Thank you,
Amanda H.
Senior Case Manager
Sears Cares
Dear Goblet,
I am sorry you had a bad experience with customer service in your local Sears store. We would like further information so we can make sure this is addressed properly. At your convenience, please send an email to searscares@searshc.com and provide your contact information. We will contact you directly in order to have this resolved. We hope to hear from you soon!
Thank you,
Amanda H.
Senior Case Manager
Sears Cares
Dear SearsDeadTv,
We apologize for the service you have received when contacting Sears for repair. We can assure you this not acceptable and we would appreciate the opportunity to speak to you. At Sears we make it our goal to provide our customers with the highest quality of service. My name is Amanda and I work for the Sears Cares Escalations Team. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (SearsDeadTV) in the email so we can reference to your case.
Thank you,
Amanda H.
Senior Case Manager
Sears Cares
Dear APKennedy,
Hello my name is Amanda with Sears Cares Escalations Team. I am sorry to hear that the service was cancelled on you multiple times for your refrigerator. This has certainly caused you and your family a huge inconvenience. Our team would like to assist you with this matter. If you could, please send an email to searscares@searshc.com and provide your contact information. We will assign your case to a case manager and they will contact you directly to work with you on this issue. In the email, please include your screen name (APKennedy) so we are able to reference your email back to this web posting. We hope to hear from you soon.
Thank you,
Amanda H.
Senior Case Manager
Sears Cares
Dear Chestnut916,
We came across your posting and wanted to reach out and offer assistance. We are sorry to hear about the service you have received from our team and we apologize for frustration this has caused you. We would appreciate the opportunity to assist you resolve this matter. My name is David and I work for the A&E Solutions team and we want you to know we are here for assistance. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the appliance is listed under and we will contact you directly. In addition please include your screen name (Chestnut916) in your email so we can reference to your posting.
Thank you,
David V.
A&E Cares
Dear GFobbs,
I am sorry to hear about the experience you have had with our repair department and customer service. This is not the type of experience we want our customers to have within any department in Sears. My name is Amanda with the Sears Cares Escalations Team. We would like to speak with you and offer our assistance. If you could, please send an email to searscares@searshc.com and provide your contact information. Also, in the email please provide your screen name (GFobbs) so we are able to reference your email back to this website posting. Once your email is received we will assign your case to a senior case manager and contact you directly. We will remain your one point of contact until you have a working dishwasher. We hope to speak with you soon!
Thank you,
Amanda H.
Senior Case Manager
Sears Cares
Dear barry newburg,
I found this post and I wanted to reach out and express our concern for this situation. Waiting so long for service is not acceptable, but the delay is due to lack of lawn & garden technicians available in your area. We cannot cancel other appointments of customers who have also been waiting for their service to accommodate other appointments. We wouldn’t do that to you or any of our customers. Of course, this is not an excuse, just an explanation. My name is Scott and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so we can get this resolved for you. We can attempt to arrange a sooner date that is convenient for you. In the email, please provide a contact phone number and the phone number the lawn tractor 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 (barry newburg) you used to post on this site, for reference to your issue and we do look forward to talking to you soon..
Thank you,
Scott J.
Senior Case Manager
Sears Cares
To Christi Araico,
My name is Scott and I am part of the Sears Cares Escalations team and I am very concerned about what I have read here. I am sorry to hear about your repair appointment experience and the subsequent trouble you encountered with the repair customer care department. We would now like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at searscares@searshc.com so you don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Christi Araico) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Scott J.
Senior Case Manager
Sears Cares
