- Orlando, FL
Customer Solutions Problem
We purchased an Elite Dishwasher from Sears and had it delivered. There was a defect in the wheel adjustment (back of dishwasher for unit height adjustment), but I went ahead and did the full installation anyway geryrigging it. Afterward I talked to Sears and explained the issue and they said it would be better if it were fixed so they arranged a repair technician to come out. I explained that it was already installed and they promised he would uninstall it, fix the wheel problem and then reinstall it just as it originally was. When he arrived he did fix the problem, but then only put it part way back in leaving the right front edge sticking out 1/2 inch further than the left so that it was not flush with the cabinet. I told him that Sears said it would be installed as it was. His response and attitude were incredibly rude, “I’m not an installer. You need to hire a professional”. He was also supposed to help us order missing parts (kick plate). Again, “Not my job”. I said I wanted to talk to Sears as both these things were promised. His response was “Good luck with that!”
I called Customer Care to complain about how rude the tech had been and was immediately told that was unacceptable, and that he would be reprimanded and was offered someone to come out to do a complimentary re-install. I was to receive a call the next morning and someone come that day. Next day, no call and no installer, same thing the following day. So this morning I call back and get transferred from one department to another. Finally after almost 3 hours on the phone I get a Customer Solutions Supervisor who reads the notes from the previous Supervisor, apologizes and arranges an installer to come between 4 pm and 5 pm today. I come home early from work and wait, and wait, and wait. Finally at 6:00 pm I call once more. Again, I talk to a very apologetic Supervisor who reads the same notes and starts transferring me again to arrange the complimentary install. After 30 mins I am transferred to “the department who can arrange it” and when it connects, “Sorry Sears is closed for the day, please call back some other time.”
Again at 7:00 pm I call back to Customer Solutions, apologetic operator, transfers me to someone who can help me. When they get on the line I am hopeful that finally I will get this resolved. HOWEVER, she begins with, “There is no record of anyone ever saying that we would send out someone to do a complimentary install. (Apparently NONE of the different departments databases are accessible to each other as parts of the record are under my wife’s cell # when I talk to one person, but not there with another. Part are under my cell #, but not available for another dept to view) In fact the only record we have is the original install technician who says he repaired the wheels and advised that the dishwasher needed professional installation.” She then accussed me of lying, “You’re just trying get a free installation. We would never promise to do a complimentary re-install”. I asked to speak to a supervisor, answer “There is no one here higher up than me!”
Help, I am going crazy!! How can a company’s customer service be so incredibly inefficient and convoluted? It seems the right hand doesn’t know what the left hand is doing. Please help me resolve this issue.