Sears Tires - Page 3

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1.7 out of 5, based on 6 ratings and
24 reviews & complaints.
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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Pushy Customer Service
Posted by on
NEW BRUNSWICK, NEW JERSEY -- Sears Auto Care thinks that customers are fools!! I had burst one of my tires - the car was a 2006 model - 1.5 yrs old. The other tires looked quite new.

I had called to make an appointment (when they took all info like address, phone no etc). upon reaching there, it just happened that I peaked onto the monitor when he was retrieving my info and I saw that the bill was for 4 tires (~$1000) even before I visited them!! I confirmed that changing a tire would cost me $200 and not more..

When we went to the car, the customer service guy said he has to change all 4 without even looking at the other tires. I asked for the reason and he was very unclear about everything. He wouldn't let me look at the tread of the tires properly and just bluntly said he has to change all 4. Further, as I asked for a few mins to consult a friend, he would constantly keep pushing me to take a decision or the shop will close. (The closing time was 8 and it was 5.45pm then) He even said if some other customer comes, he will have to move my car!

Ultimately, I decided to cancel the work order and go back and try the new car dealer (from wer I bought the car and where I usually serviced it) - n he parted by rudely "Wishing me luck with them" and informing that I wouldn't qualify for the $50 discount he was giving me if I came back later than the next day! The dealer guys fixed the one tire without any hassles (they didn't even mention the possibility of changing all 4). Very disappointing experience at Sears!
     
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Anonymous on 11/09/2006:
Good for you, stick to your guns in auto-repair shops! Trust me !
Anonymous on 11/09/2006:
Sounds like your vehicle has all wheel drive. If so, then ALL tires must match - same size and style. Mis-matched tires will seriously damage the transmission. You could replace the burst tire with an exact match but the tread wear on the other tires must be within 1/4 inch of the new tire. I think the Sears guy should have told you.
BobJohn on 11/10/2006:
Same thing happened to me. 3 good tires, 1 bad tire - insisted on selling 4 times. Went across the street and bought 1. Sears lost a sale and all future sales.
smartshopper06 on 11/10/2006:
Yes, the Sears guy did tell me about the tread wear, but he wudnt let me see the tread readings properly. He didn't even check the treads till I told him too. And because he wasn't ready to give me a few mins to take a decision made it seem very fishy!
Anonymous on 11/10/2006:
You were still right to take your business elsewhere. Until the major stores teach, again, the meaning of customer service we will go elsewhere.
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Push tire salesman
Posted by on
YORK, PENNSYLVANIA -- Went to a Sears auto center to buy 1 tire. The first thing the salesman wanted, before even looking at the tire, was name, address, phone, etc. to enter into the computer. Then, still without looking at the tire, really pushed to sell 4 tires with all the extras (road hazard, etc.) Threatening dire vehicle performance if I didn't buy 4 tires, blah, blah, blah. Finally just left and went across the street and bought 1 tire - no sales pressure, nothing - just courteous service. So Sears lost a tire sales thought they probably make it up by pressuring everyone who walks it. Sales pressure to me is a negative and I will shop elsewhere, if at all possible, rather than put up with that.
     
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Skye on 07/21/2006:
I agree, I hate when salespeople try to pressure me. I too, have left many stores because of this. I understand they want to make a sale, but come on, bothering me and pressuring me just turns me off.

This is off topic, but has to do with pressure. My husband and I were in the mall, and we wanted to look at some rings at a Kay jewelers, and this lady would not leave us alone. She almost tripped running over to us while we were looking at a display case. She was like oh here, let me take those rings out for you. I was like, we are just looking, and she was just such a pain in the butt. I couldn't look in peace, and we just left.

If I need help, I will gladly call someone over. The pressure drives me crazy and also drives me away. She may have had a sale, if she hadn't been such a pest.
Anonymous on 07/21/2006:
I only buy tires from Sam's club. (tr)
Anonymous on 07/21/2006:
Good post and great solution I don’t use them either or any of the chain stores like Sears. They all seem to have the same tactics.
Anonymous on 07/21/2006:
Thanks, Lid.
Anonymous on 07/21/2006:
Your welcome
misstina on 07/22/2006:
You see, some customers like being pestered by employees and some people hate it. And when we (retail workers) DON'T pester the customers, we get yelled at because some people think that no pestering = bad customer service. Sheesh.
Skye on 07/22/2006:
Misstina, I understand what you are saying, and I am not implying the whole retail industry is like that. But you know what I am talkinga about, the ones who don't let up, who just bother you non-stop. I appreciate when they ask if they can help, and I say I am just looking and they say let me know if I can help you later, and then they leave. It's when they continually hover and bother you while you are trying to prowse is when it becomes a problem for me. I am never rude to them, but if I need them, I will by all means make sure I give them the sale. I wasn't trying to offend anyone in the retail business, none whatsoever. I am just one customer who prefers to shop on my own terms, then if I need help, have no problem asking for it. I know how it is to handle the public, I a a Vet Tech, and deal with owners of pets who can at times drive me crazy.
Skye on 07/22/2006:
that's browse. Too early for me.
Anonymous on 07/22/2006:
PirateWithParrotI only mean for tiers I do shop a Sam's Club for a lot of other stuff.
Anonymous on 07/22/2006:
Sam's also has a road repair policy, if you're a "member" there, they'll fix your flat for free, no matter where you bought your tire. (tr)
Anonymous on 07/22/2006:
OK man I will check it out, thanks for the info..
DebtorBasher on 07/23/2006:
I just jack up someone's else's car in a dark parking lot and get my tires for free!
DebtorBasher on 07/23/2006:
And since they have no tires on their car, it's obvious they aren't going anywhere in it...so I get free gas from it too!
DebtorBasher on 07/23/2006:
Just kiddin! (I hire someone to do it for me).
rah332 on 07/23/2006:
if you have AAA, Big O will repair tire flats for free.. great deal..
Nohandle on 07/23/2006:
DB, sounds like a plan to me. Where exactly is this dark parking lot and I will need the telephone number of the contact person. I already have an empty gas can in the trunk.
DebtorBasher on 07/23/2006:
1-800-tireRus
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Sears Policy
Posted by on
BIRMINGHAM, ALABAMA -- I bought four tires from Sears, a year later one of the tires was damaged beyond repair, I bought the road hazard insurance for all four tires, when I took my vehicle for Sears to replace the tire they told me they no longer carried the tire and that I had to get a replacement tire that will not match the remaining three tires, so I ask the manager would he wear mismatched shoes and he said it was Sears policy and to take it or leave it so I left it
I called Sears customer service and they told me that the board of directors is the ones that makes these policies and there were nothing they can do. My advice to the world do not buy tires from Sears.
3/30/06 2:12 PM


Update (Sears just informed me that they have located a matching tire for me in one of their stores in Kentucky.)

     
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mabe1 on 05/09/2006:
Thanks, I won't be buying any tires from Sears.
HOKIE on 10/19/2006:
I too will never step inside a Sears store. I am still waiting for a response from their EVP to the letter I sent him explaining my experience. It is attached.


Mr. William C Crowley
EVP and Chief Administrative Officer
3333 Beverly Road
Hoffman Estates, IL 60179

Subject: long term customer feedback

Dear Mr. Crowley:

As a businessman I understand how much money can be spent on customer acquisition. Research on the subject is the domain of your marketing department. An area we never have good data on is why we lose customers after a long term relationship.
I thought I would share my experience with your Barton Creek store and give you a perspective that I would bet is not unique.

I noticed a sidewall blister on my wife’s Lexus’s front tire and told her it needed to be tended to before she could use the car. Since I had 1000 miles on the tire, I went up to Sears to have them replace the tire. I was surprised when I was told they had to determine if it was the result of an impact or whether it was a manufacturing defect. I asked them how they could tell and I was told if the blister was symmetrical on both the inner and outer sidewalls then it was a defect otherwise it was the result of an impact. I thought this was less than a valid engineering assessment but waited for the results. Surprise, surprise it was not a defect. In light of the facts that there were no signs of impact of any sort and I called my wife to see if she remembered hitting anything, it was 100% determined to not be a manufacturing defect and of course not covered. I could just buy a new tire.

I took the time to document in writing the methodology they articulated on how they could tell a manufacturing defect from impact blisters. I was quite surprised when they agreed it was accurate to what they said but refused to sign it when asked. I asked them to find someone who would sign it since it was being used to determine whether the manufacturing warranty was applicable to sidewall blisters. They could not locate anyone who would sign it. Maybe you could verify the methodology.

I was told that if I had purchased road hazard insurance this would not be an issue. I pointed out I still would have had a blister and also noted that the wording in the road hazard offer did not explicitly say impacts were covered. Although it did not classify “impacts” as covered they said they were. I started to ask when is an impact really an impact. You know we all go over that little bumps at the end of our driveway, or we turn and go across those little reflectors and it goes bump, bump, bump. I decided it was probably not worth further engineering discussion time after all they did say that 90% of the people with these impact issues never remember hitting anything. This might lead an objective person to question the methodology used for determination?

They did say it would not be fair for those who bought road hazard insurance for them to cover my tire under the manufacturing warranty. They said if I wanted this type of thing covered I should buy the hazard insurance. I found this troublesome or if one were to be cynical one might think worse. I restated to them that I was not looking for a favor, but was looking for protection under the manufacturers warranty against defects. They once again explained their engineering methodology of how they determine the root cause of sidewall blisters and expressed their dismay that I would question their professional opinion. I assured them it was just that. I was also impressed to hear that over 95% of blisters were from impacts not defects.

At some point the supervisor said how he hated to see a good customer upset, so he offered to split the costs of the tire with me. I assured him again I was not looking for a hand out but coverage under the warranty. I also let him know his gesture was probably a bit late in that my perspective was I had already been dragged through the mud and abused. That said I bought a new tire and left, never to set foot in a Sears again.

It is amazing how many people you talk to and how the conversation comes around to getting your car fixed. I am amazed how many times I have told this story only for people to actually seem shocked Sears would do this. I have always told my three grown kids and others that Sears was a decent place to go for tires, brakes, batteries, appliances tools etc. Now when it comes up I make sure everyone hears how well Sears treated a long term customer.

I would suggest that you spend some of the customer acquisition dollars on both your engineering methodologies and customer satisfaction. My first reaction was to have my tire analyzed and hire a lawyer to look at your business practices, but I figured I spent enough energy on a lousy tire. I hope my feedback can be put to good use. As a businessman I always appreciated a heads up to what really goes on.

Sincerely,




Btw: I sent in similar feedback to your customer service email on your web site several months ago and after not hearing anything from them thought I would drop this note to you. Hopefully you won’t just send this to them.

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60,000 mile tread warranty
Posted by on
KOKOMO, INDIANA -- I bought a new set of tires from Sears last May that had a 60,000 mile tread warranty. The front two tires are so bare that the band is visible, and there are only 15,000 miles on them. The sales associate and the general manager both refused to do anything about them but offered to sell me two new tires. Sears warranties are meaningless.
     
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Hugh_Jorgen on 06/17/2007:
There has to be more to this story - properly inflated tires on a properly aligned car don't wear out in 15K miles. Your next set of tires will do exactly the same thing if you do nothing more than replace them. Have a trusted mechanic give your car a good checkup. Good luck.
Anonymous on 06/17/2007:
I must agree with Hugh on this and think you should follow his advice but I do agree that all warrenties are useless now a day. Good luck
MRM on 06/17/2007:
Tires already worned out at 15,000 miles... GOOD GOOGLY MOOGLY!
Anonymous on 06/17/2007:
You likely have a mis-aligned front end, abused the tires and didn't have them inflated properly. This one is on you.
CrystalSword on 06/17/2007:
I agree on all of the above and most likely its not NORMAL wear and tear on your tires. It could any one of a dozen things wrongs, misalignment, toe-in or toe-out (I think this is what they call it) dog tracking, get you a good mechanic to completely go over the front end. Everyone is right, this one is on you.
Anonymous on 06/17/2007:
Seems unanimous.
ejack053824 on 06/17/2007:
Damn..15,000 miles? Do you use your car for part time drag racing?
jktshff1 on 06/17/2007:
Can't add anything..something's missing from this story
mtrtrndman on 09/23/2007:
Last time I checked Sears doesn't make tires therefore they do not have a warranty on them. It is a manufacturer warranty you should try going through the manufacturer. But 15,000 miles even the guys in nascar could probably get more miles out of there tire's on race day. What were you doing
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