Sears and Their Philosophy on Customer Service…


Dearest Readers:

Joy…Oh JOY! It has been three weeks in this household without a working, dependable washing machine. YES, it’s a Kenmore…LG product from Sears = DEFINITELY MY MISTAKE FOR BUYING FROM SEARS. The second time for them to return to repair the machine is this Tuesday, December 9! The first scheduled for THIS CASE NUMBER was November 28! Silly me — I ‘forgot to remind them to bring two technicians for that appointment’ since it is a ‘stackable unit’ — duh! Didn’t realize the customer needed to remind them. It should all be documented in their computer since I purchased the unit AS A PAIR FROM SEARS! Since the machine is doing the same thing it did in June-July, they did order parts — following my suggestion — AFTER I was told they could not order parts UNTIL a technician confirmed what needed to be repaired. The tech arrived last Friday, November 28 – Black Friday. Never did he look at the unit when we mentioned it was a stackable unit. He did order the parts, and it should be interesting this Tuesday, December 9 to see IF the machine WILL BE REPAIRED! The parts are here, awaiting the repair!

On another funny note — my Cuisinart Grind & Brew coffeemaker was leaking from the bottom of the unit two days before Thanksgiving. I phoned them to inquire what to do. My coffeemaker has a three year warranty. You’ll never guess what they did! And SEARS COULD TAKE NOTES FROM THIS SCENARIO! Yesterday, I received a new coffeemaker, with instructions to send the broken unit to them – at their shipping expense. Less than seven days to get this repair! As for SEARS – it takes FOREVER since “I do not live in a metropolitan area???” I did not realize Charleston, SC was considered an ‘un-metropolitan area.’ I suppose I live in the boondocks, according to Sears!???!

Never…no NEVER — shall I buy ANY appliance from Sears! I am paying for a broken washer — taking FOREVER to get it repaired for the third time since purchasing it in 2010. To date, I’ve received three replies from a complaint I wrote to “Sears Blue Service Crew…” Every reply is from a different Sears member services agent. One listed an incorrect ‘case number’ — the repair reported in June – July, 2014! I informed them the case number was incorrect. No immediate reply! Then I finally got another reply — AFTER I sent them another complaint. Apparently, customers can request a laundry voucher for each week at $25.00 weekly for the inconvenience. It costs me $28.75 to do weekly laundry at the laundromat! However, the $75.00 Sears can pay me is for a calendar year. Each time I get a reply it is from a different ‘Sears member.’ Talk about passing the buck and ‘CYA!’ According to the latest e-mail, I can receive an additional $25.00 laundry reimbursement. How generous! Only $100 per calendar year. What a joke! I do hope this generous “$25.00” does not break the bank of Sears!

And today, I read that Sears is not exactly doing that well. Wonder why!

Whatever happened to customer service in America!

Published by barbiepc

Barbie Perkins-Cooper is a talented award-winning writer of screenplays, plays, and travel stories and she works full-time as an editorial photojournalist. Barbie has published numerous articles and award-winning photographs for regional, trade, health and beauty, hospitality and travel publications including the Travel Channel, Buick B Magazine, AAA Midwest Traveler, Kentucky Monthly, Southern Hospitality, Blue Ridge Country Magazine, Convention South and Texas Co-op Power and New York Daily News. Her passion for food and hospitality began when she worked as a communications officer, public relations officer at Johnson & Wales University in 1988. Residing in Charleston, South Carolina, Barbie is the author of Career Diary of a Photographer, and Condition of Limbo. She has written seven screenplays, and has a passion for screenwriting, hoping to see her name in the credits of a major motion picture. In September 2007, she was chosen as an approved artist for literary arts with the SC Arts Commission Arts in Education Roster of Approved Artists. Professional organizations include membership with International Food and Wine and Travel Writers Association [IFWTWA]; American Society of Journalists and Authors [ASJA]; Society of Professional Journalists, Editorialphoto.com, and South Carolina Writers Workshop [SCWW]. Visit her web site for further information and writing clips or e-mail her at barbiepc@bellsouth.net.

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