Horrible Repair Service, Useless Master Protection Agreement
LADSON, SOUTH CAROLINA -- This is a copy of the letter I am sending to W. Bruce Johnson, CEO of Sears:
I am writing to you in the hopes that you will rectify an ongoing problem I have with your company. I have been a loyal Sears customer for many years, but I am so disappointed in the way my situation has been handled that I have serious reservations about any future purchases.
I purchased a 37â Sylvania TV/DVD combo, model number LD370ss8 on 1/10/08. At that time I also purchased your 3 year Master Protection Agreement. The total cost for these 2 items was $1300.73. In February of this year the DVD player component ceased to function. When you attempted to play a DVD, the unit would make a loud cracking noise and the whole thing would shut off. At this time, I am still attempting to get my unit fixed. These are the steps I have taken, and the results so far:
1.) Last of February, 1st call to Sears, scheduled repair for 3/12/09 which was first available date.
2.) Repairman [snip] makes service call on 3/12/09, diagnoses problem to be defective DVD player, tells me he must order part and reschedule service call to install part. Part will be shipped to me via UPS. Cost under protection agreement on service receipt listed as $192.00 for labor, $ 217.31 for parts. Service call rescheduled for 3/26/09, first available date.
3.) I cannot be here for 3/26/09 repair, so I call service department to reschedule appointment, appointment rescheduled for 3/31/09 between 8am-5pm.
4.) On 3/31/09 I wait all day for repairman, at 3:30pm my husband receives call at work that repairman is overbooked and cannot make this days appointment. Call is rescheduled for the following Thursday 04/09/09, first available date. Repairman [snip] tells my husband that we will be his first appointment on 04-09-09 due to the inconvenience of having waited in vain for him on 3/31/09.
5.) On 04/09/09 I wait for repairman to arrive. At 11:00am, I call Sears repair line to inquire about service call, since we were told we would be first on his schedule and were expecting him around 8:00am. I am told that we are scheduled for an 8:00am-5:00pm appointment, and they have no idea what time he will get to me. I call the repairmanâs cell phone number that he gave me on his prior visit, and he rearranged his schedule to get to me as soon as possible. He tells me that he had requested me to be his first visit of the day, but was ignored. He reaches my house at approximately 1:00pm. After replacing the DVD player with the new one, the unit still does not work. He decides that the replacement unit is also defective, and in addition, now thinks that there is a power source problem, so he also orders a replacement for the power supply. Cost under protection agreement on service receipt listed as $192.00 labor and $ 499.79 for parts. Repairman [snip] now tells me that he placed a rush on the parts order and reschedules the appointment for 04/16/09. He tells me that when the parts arrive I can call him and he will work me into his schedule sooner than 04/16/09.
6.) On 04/15/09 I call Sears Repair because the rush ordered parts have not arrived yet. They check with UPS and discover that the delivery is not scheduled until 04/17/09, so the service call has to once again be rescheduled. I request an early morning appointment so I will not have to once again waste all day waiting for a repairman. I am told that the only appointments are 8:00am-5:00pm, but that they will put on the paperwork that I request a morning call. The earliest available appointment is 04/21/09.
7.) On 04/17/09 the parts arrive, the box flaps are half open and the 2 boxes containing parts are very smashed. When I call Sears I am told that weâll just have to see if they work when the repairman arrives.
8.) On 04/20/09 I receive a computerized confirmation call for my 04/21/09 service between 1:00pm-5:00pm. This after I specifically requested a morning appointment.
9.) At 11:00am today, 04/21/09, the repairman called my husband at work to let him know that we were his first afternoon call, and that he would be here at 1:00pm. At 2:00pm, when he still has not arrived, I call Sears Repair and speak with Mike, employee #78898. After explaining my frustration with this process and trying to find out when the repairman is coming, Mike apologized for the poor service I have received, offers to forward the matter to his supervisor and request a call back for me. He also tells me during this call that if the matter is not resolved during this repair call, under my Master Protection Agreement, I am entitled to receive a replacement TV/DVD combo.
10.) At 3:00pm today, 04/21/09, having still not received my service call, or the promised call back from Mikeâs supervisor, I go online and find the phone number for your National Customer Relations department. I call this number, 1-800-659-7077, and speak with Jay. Jay also apologizes for the poor service, looks on his schedule and tells me the repairman has entered his approximate time of arrival as 3:20pm. After I explain my frustrations to him, he looks at the records and also states that if the service is no completed today, we will be eligible for a replacement TV/DVD combo.
11.) At 3:30pm the repairman, [snip], calls to tell me that he will be at my house within 30-45 minutes. He arrives at 4:15pm. After replacing both parts on the machine, neither works. He now also thinks that there are other problems with the set, including the ribbon connections. I inform him that 2 customer service representatives told me that if the set could not be fixed today, we would qualify for a replacement, and he calls in to that department. They tell him that they will call me to handle the issue in a few minutes, he gives me a receipt showing that the problem still is not fixed, with a list of all the parts he now thinks would need to be ordered in order to fix the set. He does not order them, because I have been told that we would receive a replacement TV/DVD if he couldnât fix it today. He leaves. The receipt he gives me lists the cost of todayâs labor as $192.00, needed parts cost as $591.54.
12.) About 15 minutes after the repairman leaves, Claudia calls from One Source(?) and tells me that we do not qualify for a replacement, weâll have to schedule yet another repair call. I explain to her that I was told by not one, but two different reps that we qualified for a replacement TV/DVD if the problem could not be fixed today, and that the repairman didnât ever bother to order more parts for this reason. She became very rude, told he that she could find no record of my speaking to ANYONE, and we werenât getting a new TV. At this point, I asked to speak to her supervisor. She refused, stating that a supervisor would tell me the exact same thing. I told her that I didnât care, I wanted to speak to a supervisor anyway, that I wasnât going to argue with her. She finally put me on hold to see if she could find a supervisor. After being on hold 10 minutes with no further communication, I dialed the number to the National Customer Relations center on my other phone. I tried to reach Jay, the man I spoke with earlier, but could not reach him. The gentleman I spoke with transferred me to another department which he thought could be more help, One Source. This time I reached someone named Angela, who, after looking up my records informed me that I was absolutely correct, I did qualify for a replacement TV/DVD combo. After speaking with her for several minutes, Claudia finally came back on my other line to inform me that she had located a supervisor. At that time Tricia came on the line, and I asked Angela to hold while I spoke with Tricia. I told Tricia that I had another person from her department on my other line, and that she had affirmed what I had been telling everyone, that I was eligible for a replacement set. Tricia proceeds to tell me that Angela is mistaken, and that I do not qualify. At this point I put Tricia on hold, go back to Angela, explain to her what is being said, and then she says that she guesses she was wrong, and Iâd do better to deal with Tricia. So I go back to Tricia and explain the whole situation to her. Tricia tells me that the repairman hasnât been specific enough about the problems in his notes, they have to determine that it is more cost effective to replace the set than to repair it, etc. etc. I gave Tricia a list of the costs so far according to the receipts Iâve been given, and the projected costs of the parts the repairman estimates that he would need for another repair call. Total projected parts and labor come to $1344.64, to fix a TV/DVD combo that cost $1300.73 including the price of the 3 year service agreement and tax.
Now I ask you, does this seem cost effective to you? This doesnât even include time I have spent waiting for the repairman, and rescheduling service calls, and speaking with representatives on the phone, all to no avail. I tried to explain this to Tricia, but I was wasting my effort. Her only suggestion was a reschedule of the service call for tomorrow. Once again, she could not guarantee me a time, only that it would be between 1:00pm-5:00pm. What exactly he is supposed to do at this service call is beyond me. He has ordered no parts to try again to repair this set, but for some reason I have to sit here and wait for him again tomorrow. I guarantee I can tell you what will happen at that time. At that time he will tell me that he has to order new parts, and weâll need to schedule another call. Can you please explain to me how this makes sense? Are you so anxious to lose your customers that youâre trying your best to drive them crazy? Is this how you would like to be treated? Your staff is inept, dishonest, and completely useless. I see now why Sears is a brand that will soon go the way of bankruptcy. Have you taken a look online lately to see what your customers are saying about your company? I suggest you take a look at the following websites:
There are many, many others as well. At these sites you will find page after page of disgruntled customers who have purchased defective items, especially appliances and electronics, and have received horrible service from your repair department. Maybe the best course of action for those of us who canât seen to get the service we paid extra to get is to file a class action lawsuit against your company. I would be willing to bet that it wouldnât take much effort to find people willing to do this, or law firms willing to help. Maybe you think that would be the best use of your profits, defending yours company in court or paying out a ridiculous settlement to the lawyers?