Dear Sears

What the frack, guys?  The last time I had a problem with an appliance, I gave you a call.  The customer service people on the phone were polite and helpful.  The service person arrived in a timely fashion, and fixed the problem.

This time, however, you completely fucked up.  When I called, the “customer service” representative was robotic rather than polite, and couldn’t be bothered to find a technician who could fix my washing machine in a timely manner.  I should have picked up on this clue.  I should have started calling all the other appliance repair people in the area right then and there.  But no.  I made an appointment for a service call a week and a half in the future.

When the day of the service appointment arrived, I drove home at lunch time to meet the technician (who was supposed to arrive between 1pm and 5pm).  Because I’m apparently a little bit psychic, I decided to check the voice mail messages (I generally only do that a couple of times a week).  Oh gosh!  The “customer service” people had called at 11:30am to tell me the technician wasn’t going to make it that day.  WTF?

So I called them back to find out when I could get my washing machine fixed.  This “customer service” representative was even more robotic than the initial one, and couldn’t have possibly been less interested in helping me.  He wanted to reschedule the appointment for yet another week in the future.  Uh… no.  I requested an appointment for the following day.  Robot Man simply kept repeating, “I can reschedule this appointment for next week.”  I reiterated that I had already been without a washing machine for 10 days, could not wait another week to get it repaired, and really needed to get it fixed immediately.  Instead of transferring me to his supervisor (which I understand is what you are supposed to do with irate customers — and believe me, I was IRATE), Robot Man HUNG UP ON ME.  Hung up on me.  Yes.  He did.

Once the thoughts of stuffing Robot Man into the washing machine passed, I started calling repair people.  On the fourth call, I found someone who will actually come out early on Saturday morning.  If he actually does get my washing machine working on Saturday, he will totally be my go-to guy for appliance repair!  And if he doesn’t, I’ll have to go shopping for a washer.  Bah.

But rest assured, I will never call Sears again for any reason.  I probably won’t even shop there anymore, either… because, hey, it’s not like it’s convenient or anything to get there.

2 Responses to “Dear Sears”

  1. March 3rd, 2010 | 10:50 am

    I am in the midst of a run around from Sears as well – at the end of line, they are nicely offering me discounts on buying a new washer and dryer rather than helping me with service on my relatively new machines. Always thought Sears offered dependable product — my opinion has changed. This may be it for me as well. Now listening to music waiting for a manager. As I said to the customer service person, there is that moment when you lose a customer, for good….this is that moment.

    Sad thing is – not sure they care. What a world – so short sighted!

  2. Kelly
    March 4th, 2010 | 6:20 am

    They don’t care. The call center is a subcontractor of Sears… why should they care? The repair technicians are independent contractors… why should they care? It’s not like any of these people actually work for SEARS. This business model might be good for profits, but it doesn’t help the customers much.