Letter to Sears via their Facebook page: Since the degree of my unhappiness with your service department and protection agreement department have frustrated me to no end, and have failed to elicit a satisfying response, I am employing a more public venue to air my grievances and warn others of a major weakness in your policies. During the middle months of the past year I had serious problems with my washing machine which was covered under your protection agreement. I am a long-time, loyal customer of Sears. After six futile visits by various service personnel, one misdiagnosis, two inferior repair parts and the last man blowing up three parts, my machine still would not work. Upon finding a sympathetic manager at the local store common sense prevailed and I was given credit to apply to a new washer. (I really only wanted my old one repaired, but apparently that wasnt possible.) During the months all of this was taking place I was having to transport my laundry elsewhere. On January 5, 2015 I came home to find my refrigerator, also covered by the Sears protection agreement, not cooling either the refrigerator or freezer compartments. I immediately called your company and was given an appoint for January 7 between the hours of 8AM. and 5PM. Early on the morning of the 7th I called the company to get a narrower time window for the repairmans visit. I was told that there was no appointment for me that day. As I had double-checked the date I had called, I was incredulous! The excuse given was that your computers were down and I would have to wait until January 17, 10 days later, for a visit. The company rep seemed not to have a record of my call. However, I received a survey request from Sears dated January 6 thanking me for contacting them on the 5th and requesting feedback re how my call was handled. Do you really want to hear what I have to say? Indications are that you do not. My recent encounters have been so grossly unsatisfactory that I would not consider buying a broom from your store, much less a so-called protection agreement. Not only that, I feel a civic duty to protect friends and family AGAINST doing such. It is actually sad to me that a company with such an illustrious history has allowed its reputation fall to such a lowly state. As a former business owner I predict that, if management does not truly care enough to correct problems such as I have had, your illustrious history will come to a pathetic end.
Posted on: Sun, 11 Jan 2015 00:42:33 +0000
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