Question

WHEN WILL SOMEONE ANYONE RESPOND TO ME???? SEE COPIED thread. i provided sears with my contact information 5 days ago will someone please respond. Who can I actually talk to to voice my concerns and poor customer service experience with? I want someone who will actually take action and look into the broken process. I spent more than two hours on the phone with sears today, spoke with 9 customer service reps, was dropped twice, put on hold for 45 minutes and was told different information as to what warranty I was eligible for and what was covered. Feeling so discouraged that I don’t believe I will ever purchase a major appliance through Sears again. If only you guys could have made this right. We currently own a refridgerator, stove, microwave, dish washer, washer, dryer, tractor, and other electronics all purchased at sears. I believe I am going to start purchasing all future appliances and electronics through locally owned businesses. The more I write this the more I feel my frustration with sears. I believe you have lost us as one of your loyal and faithful customers. Please provide a name and telephone number of who I can speak to. Share Facebook Twitter ShopYourWay PostShopYourWay Email Leave an answer ▼ Answers 2 answers Sears Cares SHC-DianneD Round rock, TX November 5, 201312:23pm Hello Helpfrustrated, 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 customer service concerns. Please send the following information – contact #, screen name (Helpfrustrated), phone # used at time of purchase to smadvisor@searshc.com. Thank you, Dianne D. Social Media Moderator Social Media Support Team (0) Reply Comm Mgr SHC-JulieK Hoffman est, IL November 5, 201312:06pm Welcome, Helpfrustrated! Thanks so much for taking the time to share your thoughts on your experience with customer service. I have passed this along to SearsCares, the customer service escalation team. They are a fantastic resource to hear the issues you are having and will do what they can to assist. A team member will be by shortly reaching out to help. Once a response is posted, I will let you know via email with a link back to this thread. Thanks! (0) Reply mf

Answers

3 answers

  1. Helpfrustrated,

    Please accept our apology that your issue has not been resolved. My name is Jack and I am with the Sears Social Media Escalations team. I see that my colleague, Dianne, responded to your original post on November 5 and requested that you forward your contact information to us so that a case manager could contact you and assist in resolving your concerns. Unfortunately, to this point, we have not received your information. I read in your most recent post that you did send us your information 5 days ago but we did not receive it on our end. If you could please email us your contact phone number and the phone number that you used when you purchased the appliance, we will have a case manager contact you. Please send the email to smadvisor@searshc.com and also please ensure that you include your screen name (Helpfrustrated) in your email so that we know who is sending the information and we can match it up with the case that has been created for you. Again we’re sorry for any trouble this may have caused and we look forward to speaking to you soon.
    Thank you,

    Jack C.
    Social Media Moderator
    Sears Social Media Support

    1. In response to SHC-Jack

      I have sent a second email to smadvisor@searshc.com. by the way the first email was sent 11/6 and is in my sent box. so it is on your end if you did not receive it. to make sure u get the second email i have sent it under 2 different email accounts one under gmail and one under roadrunner. no excuses please i would like a call ASAP. this has been ongoing for too long and i have spoken to way too many sears reps that keep passing the buck to the next person.

  2. Hi, helpfrustrated. Thanks for reaching out! I've contacted your case manager. She will be reaching out to you again shortly.

    Feel free to reach out with any additional questions or concerns!

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