After two and a half weeks, my washer is still not fixed. It's called the Calypso and many years ago it was considered a top of the line machine and very expensive. I didn't even flinch when they asked for my credit card at the time of purchase. I wanted the best washer I could find. Even though I believe I found it, I still purchased the warranty package which was another couple of hundred dollars and I continue to update it each time it expires. In eight years, I've had to take advantage of it maybe three times.
Now after spending so much money, why did I have to wait this long to get it fixed. I'll tell you. The washer/dryer repair man couldn't fix it the first time because he didn't have the part needed to fix it (all he needed was a water pump--a standard part). So, I had to wait another week to get a water pump that didn't come in a week (and nobody found it necessary to call me and let me know it wasn't coming). After tracking it down myself, I made arrangements for another visit. That visit never happened because by the time I got the call, the person was gone. So you would think that since this was their screw up, they would bend over backwards to satisfy the customer, right. WRONG! After approximately five calls to the Sears Repair Center and Consumer Services, being put on hold at 15 minute intervals, three lies and a worker with an attitude (he had the nerve to say "whatever" when I called him on his tardiness), I'm finally getting my washer fixed.
I decided to do a little research on Sears and found some interesting articles. It seems Sears supports outsourcing which in and of itself means there's little to no emphasis on customer service since no one is close by to handle those issues. There are also articles about failed CEO's and poor service that could have been detrimental to peoples lives ("Sears Left Me Without A Refrigerator For 18 Days," a complaint letter written by a man who had to chill his familiy's insulin with bags of ice while waiting for a repair). How sad. How pathetic. How Sears sucks!
I would suggest you reconsider any major appliance purchases made at Sears because the follow up is not worth the dollars spent.
Subscribe to:
Post Comments (Atom)
1 comment:
Yes SEARS SERVICE SUCKS BIG TIME. We are currently having the same problem with SEARS and their service company A & E FACTORY SERVICE. The 1st time a technician (Loath to call him this - Moron fits much better) came out, he wanted to leave bear wires sticking out from under the dishwasher and touching the stainless steel front and told me not to turn on the wall switch when he had finished up his service call. After much hand signals and almost doing a drawing - as he could hardly speak English or understand it - he put wire nuts on and taped the connection AT MY INSTRUCTIONS or he would have left us in an extremely dangerous position. I told the tech he was a moron and he put on the service ticket that I had insulted him but nothing about his extremely bad workmanship. I had to call the cops to relate the story in front of them as I was worried that if he was hit by a truck around the corner from my house he could end up pointing fingers at me. Also with his limited English he could have easily turned the word insult into assault in court saying he does not speak English properly. I now had it on record that he wanted to leave live wires sticking out from under the dishwasher, but the dishwasher was still not fixed and my wife requested a 2nd service call with an English speaking technician. We were given a 2nd date and time. When the time came and went she called and was told the manager at A & E Factory Service had cancelled the appointment and a technician that morning, from coming out to our house. We did not get a call telling us this. They want to treat you however they want, dish out sloppy work and put whatever they want on the service tickets, but when you get proof of inferior quality workmanship in the form of a police report they don’t like it and cancel further appointments without telling you. They think that they are little Gods and that they can hold paying customers to ransom. They forget the power of the internet. I will NEVER ever buy another appliance from SEARS and will recommend that nobody else does either. You MAY end up paying slightly more at another vendor BUT it is worth every cent in the long run. Many places will price match, especially in today’s economy. SEARS does not know the meaning of the word SERVICE. They know how to pass the buck alright.
Post a Comment