Sears

I contacted Sears Service Department in December 2015 because the steering on my riding tractor malfunctioned. A service technician came out in January 2016, attempted to repair the problem, but said he needed to order parts. The parts were ordered in January 2016 and arrived two weeks before my next scheduled service appointment on February 1st, 2016 between 10am & 2pm.

At 20 mins. Before 2pm, I received a call from the technician (ID #0717744) who informed me he was running late and didn't have the tools to fix the problem anyway. He did say he could come out, but I asked him why would he come out if he couldn't do anything? He said I would have to place another service call.

I called the [protected] number I was given and then redirected to Arizona to speak with a scheduler down there by the name of Debbie. She told me that I would have to wait until my order terminated before anyone could help me. I told her it was already terminated since the tech did not get here by 2pm. She said I would have to wait until after midnight because that is how the computer is set up before I could get a new service date.

I decided to call back a third time and finally got rescheduled for February 8th between 8am & 12noon.

I have been a premier Sears' customer for over thirty years and am a business owner myself. I have seen a tremendous decline in the service and competence with respect to Sears personnel. I used to also shop at Montgomery Wards and experienced the same service prior to them closing. Based on the reviews I have seen from Sears' customers, it appears Sears is following in Montgomery Ward's footsteps.

Sincerely,
Ross E. Farley