Chit Chat : Sears Holdings Corporation

  • Opportunity to correct a customer service failure

  • 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

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  • Post
  • 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!

    Hello mcaitlinbarrett,

    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 smadvisor@searshc.com.

    Thank you,
    Dianne D.
    Social Media Moderator
    Social Media Support Team

    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.

    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.

    Take Care!

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