- New Castle, DE
Where are the employee’s who believes in One call Resolution & actually follow through?
It started 12/30 with my service order 41741358. Tech came diagnosed fridge & ordered 3 parts. Compressor, condenser & drier. Stated he’ll return on 1/9. Nightmare begins: on 1/9 tech comes sees all the parts demands payment in full b4 he begins. When I advise him I only pay for labor he leaves. After numerous calls to customer solutions he returns & just installs compressor. Takes the other parts & leave. Fridge still not working. I call sears back on 1/10 & they give me another appt for 1/21. I request they be proactive an reorder the condenser & drier & they decline. I also request for a sooner appt as this is not my fault & they decline. Too my surprise on 1/12 they charge me for the labor!! Huh! My fridge isn’t fixed!!! Now what’s going to happen on 1/21 the tech will walk in & leave. He will go an order parts. Still no fridge. I’ll get another appt for installation of parts in 2 additional weeks. What ever happened to one call resolution & customer care being proactive & reordering the parts so they can be here on the 1/21 appt. I Will never ever use sears again if this isn’t resolved by 1/21 & I’m not paying another dime. Did I mention this is a brand new refrigerator purchased from sears on 3/8/2011. Shouldn’t need major parts in 2 1/2 years!!!! When asked to complain or speak to a supervisor they transfer you too India.. On 1/13/2014- I was able to find out escalation phone number 800-573-8431 & opened up case # 2072759,I requested they re-order the condenser & drier so they will be available for service on 1/21. they state they will call me back tomorrow. My confidence in Sears right now is very low as this is all common sense when I initiated the call on 1/10 that the repairman did not complete his job. Lets’s see what happens. I will update this status!!