- Fairfax, VA
Sears Repair man informs me that my snowblowe repair can wait!
My worst customer experience ever occurred with a Sears repairman on Thursday, June 20th. I called Sears about to get my snowblower serviced under warranty due to an starting issue it had over the winter. I was told my appointment would take place June 20th between 8am – 12 and I took the morning off work in order for this appointment to take place. After waiting approximately 3 weeks for my service call appointment, the repairman called me this morning on the day of my appointment within his scheduled window of arrival to tell me he wouldn’t be showing up today because he had determined my service call wasn’t as pressing as other customers service calls . Greg at 3**-***-***6 said they are 2 – 3 weeks out on lawn and garden and “this isn’t the time to work on snow blowers”. He then went on to tell me that my warranty runs out in October of this year so he suggests that I call back, take another morning off work, in September when apparently that IS snowblower season. He also said “the last thing he needs to work on now is a snow blower since this isn’t time for snow blowers and people are waiting three weeks for lawn mower repair.” How is the customer service and why would Sears do take this kind of HORRIBLE customer service approach? I have also waited my turn, but some repair person gets to determine who does and doesn’t get service and when it is the right season for service. Because according to Greg, ” Since my equipment is needed to later in the year, you can delay your wait until then.”
I expect to be called by a manager about this extremely poor example of customer service and not just when it is “convenient” for the service technician or the manager. I expect my warranty to be honored and more over extended free of charge because of Sears lack of customer service by this repairman. I expect a service technician to come out and repair my product that is under warranty when it is scheduled and I expect it be someone other than Greg, since he is too busy and it’s “not snow blower season”. I also expect an explanation as to why this was allowed to occur to a customer who waited in line just like everyone else.
And I expect follow up from someone in your organization with 24 hours.