Question

My question is why I received automated customer service responses dismissing my complaints? The responses are below as is my complaint. I should be content having received a six month extension on my warranty and two-one hundred dollar gift card and the representative told me so.

Dear Tabita Scott,

Thank you for your recent correspondence. We are always interested in
hearing from our Sears customers. We apologize for the inconvenience you
have experienced with your refrigerator

We appreciate your feedback. By sharing your comments, you have enabled
us to address the issue and provide feedback to the appropriate person.

Sincerely,

Robert B.
Sears Holdings Corp.

Original Message Follows: ————————

I appreciate your sincere apology but that in no way makes up for my
being lied to or inconvenienced. Please forward my complaint to your
superior. Thank you.

On 08/27/13, Sears Holdings Solutions
wrote:

Dear Tabita Scott,

Thank you for contacting Sears Holdings, and allowing us the opportunity

to address your concern regarding your recent experience. We apologize
that you had a very unsatisfactory experience with our customer service
and your refrigerator. You have reached the appropriate department.

A $100 gift card is the maximum amount of compensation for an
in-warranty appliance. We have also extended your warranty for six
months.

We have scheduled a service appointment for today 8/27/13 between the
hours of 1 and 5. If this time is inconvenient for you, please call us
as soon as possible, at 800-4MY-HOME. We appreciate your patience with
this matter and look forward to these repairs being complete.

Please let us know if we can assist you further. Thank you for choosing
Sears. We appreciate your business.

Sincerely,

Michael F.
Sears Holdings Corporation

Original Message Follows: ————————

To whom it may concern:

I am writing because of my experience with the Resolution Hotline. The
above case number should confirm my contact history with your company
and its associates. My initial call began when my refrigerator stopped
cooling. This was the second time it had stopped cooling in less than a
year and thankfully it did so before the warranty expired. I spoke with
Marie and after some initial frustration we came to an agreement, she
did a wonderful job at scheduling the next available repair appointment,

she explained my repair warranty would be extended for six months and I

would receive a $100.00 gift card. Marie’s customer service skills were

excellent and she gave me back some confidence in your company.

The following day the repair man came and took a look, he explained the
fan was broken and he didn’t have the part, he had made every attempt to

find it but it would have to be ordered from Fridgedaire and the turn
around time was three days. He ordered the part and gave me a home
services card with a customer Resolution Hotline number. I called the
number and spoke to Ryan-ID 252158, I explained that my refrigerator was

not repairable until the part was received, that I have five children
and two of them under the age of 5. He offered to reimburse me for the
purchase of a mini fridge, and I explained to him that was not an
option, he asked me to hold while he researched some things, and when he

came back on the line he stated he would send me a gift card. I also
explained to him I had not received the email confirming my warranty.
He said he would resend the email to me and at that point I asked him
the amount of the gift card and he said four hundred. I thanked him for
his help and got his name and number to confirm that I would receive
what he stated-a four hundred dollar gift card.

On 8/23/2013 I received the part via UPS, which was a little surprising
considering the repair man told me he would order it, but he never said
it would come to my house. I thought it was an error but assumed Sears
would contact me with a repair date. The weekend went by and Monday
came and went. On August 27, 2013 I was tired of waiting for a call
from Sears and called the Resolution Hotline. I spoke with Chantel,
after I explained the part, the promises and the failings, she explained

to me I was to schedule my OWN APPOINTMENT FOR REPAIR. Then with all
the patience I could muster I explained to her that it was never stated
to me or given to me in writing that I was responsible for scheduling
the appointment for repair after receiving the part. As a matter of
fact, I told her I didn’t even know the part was coming to MY HOME. Hows

that for strange? Since when do repair companies order parts and then
send them to your home and following the parts arrival make the customer

call in to schedule a repair appointment without making the customer
aware of their responsibility? So I asked Chantel when was the
appointment scheduled for she stated it was for today 8/27/2013 between
1-5. Of course my next question was when was this appointment
scheduled? And she told me on 8/20/2013, at that lie I asked to speak
with her supervisor and asked for her id number. Chantel stated she was
not able to give me that number and somewhere between my being angry and

her being rude she put me on hold.

I then spoke with Roya-ID 251585. Roya was pleasant just as Marie and
Ryan had been. The only problem Roya couldn’t solve for me was that
Ryan had made no note of sending me a four hundred dollar gift card. As
a matter of fact, Roya stated, Sears doesn’t send out more than one
hundred dollar gift cards and it is unheard of to send out four hundred
dollar gift cards. My response to that was to pull the phone call
recorded for quality control purposes. Roya stated that wasn’t standard
practice that the calls were for quality purposes, I then explained to
her that was irrelevent to me, as a consumer I want what was promised to

me and I didn’t appreciate being lied to. Much less so than having to
buy take out and buying milk daily for a week because my refrigerator
wasn’t working. Adding insult to injury I was kindly but very wrongly
lied to. After spending money I didn’t have to purchase food items that
were perishable and wasting time energy and gas in a rough economy, now
Roya tells me that its unheard of to send out four hundred dollar gift
cards to customers that have to wait around for repair parts and are
inconvenienced with faulty appliances. As a matter of fact, Roya tells
me I shouldn’t have received two hundred dollar gift cards. I’m angry
and disappointed that I was lied to and I want what I was promised. IF
you can’t help me forward me to someone who can. Thank you for your
time.

Tabita Scott
Angry mother of FIVE

Answers

5 answers

      • San Jose, CA

    Why is the purchase of a mini-fridge is "not an option"?

    A mini fridge can definitely limit those daily milk runs and some of them have reasonably sized freezer compartments.

    Appartently, the Service folks don't carry ALL of the possible parts that can break on ALL of the merchandise that is or has been sold by Sears.

    So.

    A back-up mini fridge might be a very handy item to have in one's garage, ready to step in during times of trouble with one's larger fridge.

    Hopefully, your Fridgedaire parts will arrive directly to your home (avoiding any possible warehouse mix-ups or loss of material, at which time, you will be able to schedule your second parts installation Service technician visit.

    With luck, these first run of new parts will be the only ones necessary to completely repair your appliance and you'll be all set.

    Otherwise, more parts will need to be ordered. And, after their arrival, YOU will need to schedule another Service technician appointment to install the second batch of parts.

    According to your post, the 100 dollar maximum amount of reimbursement was communicated to you in writing.

    The four hundred dollar amount was communicated, by someone else, verbally.

    You are choosing to accept the 400 dollar amount as fact, after you were assured the 100 dollar limit was the maximum to expect.

    Hopefully, your appliance will be repaired on the "first pass" of replacement parts and you will reconsider acquiring that back-up mini-fridge, that Sears sells.

  1. Could it be that what was said is the gift card will be "for a hundred" and not "four hundred". Say it quickly, it sounds very similar.

    1. In response to ServiceLocally

      Is editing ever coming back? Why can't we edit?

  2. Dear t_scott2376,
    My name is Liz and I am a member of the Sears Cares Escalations team. We are sorry for the troubles you have encountered with your refrigerator. We certainly can see why you are so disappointed with the level of customer service you have received. We would be happy to have a case manager contact you and address your concerns. At your earliest convenience, please send the following information – contact #, screen name (t_scott2376), phone # used at time of purchase to smadvisor@searshc.com. Again, we do apologize for the inconvenience and look forward to speaking with you soon.
    Thank you,
    Liz R.
    My Sears Community Moderator

  3. Hi t_scott2376! Thanks so much for your feedback today. We appreciate you sharing your thoughts on your experience through the MySears Community. We can get you in contact with the SearsCares team, if you would like to discuss this a bit further.

    Check right back here soon for a reply. A team member will reach out requesting more information to directly connect with you.

    Thanks again!