Chit Chat : Sears Holdings Corporation
Opportunity to correct a customer service failure
By mcaitlinbarrett posted 11-12-2013, 11:08 PM
I wrote an email today to Sears Cares that outlined issues I have had over the past month in receiving services that should have come as a part of the maintenance agreement with Sears Home Services. I have given them the opportunity to refund my money in order to make right the below customer service issues I find to be unacceptable. I hope that Sears will do the right thing, and prove to me and everyone reading this that they are accountable for their actions by refunding my money.
*Rescheduling an October 18 appointment from 8am-12pm to 2pm-3pm without confirming with me
*Telling my fiancé on October 18 that there is nothing that can be done about the inconvenience of the rescheduling (ie: at least providing an ETA) and that he should not leave the house – after he told them he needed to leave for the train station by 3pm and that time wouldn’t work
*The repair technician on October 18 asking where the dryer was (after having completed a repair on a washer/dryer combined unit), thereby demonstrating that he did not know what the appliance was that he was repairing
*The repair technician installing a new hose improperly on October 18, rendering my washer/dryer unit, dishwasher, and sink useless
*Being told at 4:50pm on November 8 that I was still on the service technician’s route for a 12pm-5pm service window, and that Dispatch would call me with an ETA, then never being contacted.
*Being told at approximately 6:30pm on November 8 after calling back a second time that my appointment needed to be rescheduled because I was “not home”, when I had in fact not left my house all day long
*Rescheduling my appointment for November 11, then being told at approximately 4:05pm on November 11 (almost an hour before my service window ended) that my appointment needed to be rescheduled because I “could not be reached”, when I had no missed calls, no voicemails, nor had my doorbell been rung
*Being placed on hold on November 11 at approximately 4:05pm for over 3 hours and 20 minutes, after asking to speak to a manager in order to resolve my situation
*Receiving an automated telephone call at approximately 7:50pm on November 11 telling me it is very important that I reschedule my appointment, thereby confirming that Sears does in fact have my correct phone number(To reply to any topic or comment, you must Sign in)
By SHC-JulieK posted 11-13-2013, 09:06 AM
Hi there, mcaitlinbarrett! Welcome to MySears! I am so sorry to hear of the extreme trouble you have had getting your washer/dryer unit repaired. I am going to escalate this to SearsCares, who will be happy to follow up on your complaint.
A team member will be by shortly looking to help. When you connect with them, you will be assigned a case manager who will walk you through a resolution and make sure you are satisfied with your repair. I will send you an email with a link back to this thread, once they post.
Let us know how things progress!By SHC-DianneD posted 11-13-2013, 09:40 AM
We thank you for informing us about this matter. We would be happy to connect you with one of our case managers to assist you with your washer/dryer repair concerns. Please send the following information – contact #, screen name (mcaitlinbarrett), phone # used at time of purchase to firstname.lastname@example.org.
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Social Media Support TeamBy mcaitlinbarrett posted 11-18-2013, 06:29 PM
I think it’s important to acknowledge that Sears was able to resolve this issue for me today by refunding my money. While I am disappointed that these events happened, I do appreciate that Sears was accountable for their actions and made it right.By SHC-JulieK posted 11-18-2013, 07:56 PMmcaitlinbarrett said:
I think it’s important to acknowledge that Sears was able to resolve this issue for me today by refunding my money. While I am disappointed that these events happened, I do appreciate that Sears was accountable for their actions and made it right.
Thanks so much for the update, mcaitlinbarrett! We appreciate hearing the outcome of your case.
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