Sears Complaint - Service nightmare
I’d like to share my ongoing nightmare of circumstances surrounding the repair of a refrigerator I purchased through Sears. I have been attempting for several weeks to have this refrigerator, which is warranted, serviced. I’ve provided a timeline which includes my several, albeit, unsuccessful attempts to remedy this ongoing situation.
July 5, 2011:
1300-1700 hours: Pursuant to my calling and making an appointment, a Sear’s service repairman was scheduled to come to my house between 1300 – 1700 hours, to evaluate my refrigerator.
2000 hours: At 2000 hours, the serviceman arrived and stated he needed to order some parts. He arranged for the parts to be sent directly to my house, and scheduled an installation appointment for July 15, 2011, between the hours of 0800-1200 hours.
July 15, 2011:
July 13, 2011:
In anticipation of the July 15, 2011 appointment, and per the serviceman’s instructions, I emptied and unplugged my refrigerator.
July 15, 2011:
0800-1200 hours: I arranged to be, and was, at my house between the hours of 8:00 AM and 12:00 PM.
1400 hours: I called the general Sears repair number and inquired as to where the repairman was and what time I might expect his arrival. I was notified that a message was being sent to the repairman and he would call me within a few minutes.
1500 hours: Once again, I called the general Sears repair number. This time I was informed that the serviceman was running late and would arrive by 1730 hours.
1545 hours: The serviceman called me and stated he an emergency, was not coming out, and that he rescheduled the appointment to July 23, between the hours of 1300-1700 hours. I told him I that would not work and needed someone out immediately. He stated I needed to call the general number to reschedule.
1550: I called the general number, explained the situation and asked to reschedule the appointment the repairman made for me on July 23, 2011 between 1300-1700 hours. I was told they could not reschedule the appointment as I have an “active” appointment scheduled for today between 0800-1200 hours. I stated that time had already passed and that the repairman told me he rescheduled me for July 23, 2011, between 1300-1700 hours and that I needed an earlier appointment as I currently have house guests (with more arriving). I asked to speak to the supervisor and was told she was busy. I asked to have her call back and was told she would return my call within an hour.
1850: Once again, I called and explained the situation and that the supervisor who was to call me within an hour, had not returned my call. This time I was told that I qualify for “emergency service” and a message was sent to routing. I could expect a return call by early the next morning (July 16, 2011).
July 16, 2011:
0930 hours: I called to follow up on my “emergency service” and was told there were no technicians (repairmen) available today and they don’t work on Sunday. I was told someone would call me within 12 hours and that I was still scheduled for service on July 23, 2011. I told them I needed someone immediately and was told there were no servicemen available and they didn’t work on Sunday (July 17, 2011).
*No one returned my call. I placed another call and was told someone should call me back sometime within the next two days. Again, I stated that was unacceptable as I have a party of 30-40 people arriving on July 22, 2011. Again I was told no one worked on Sunday and if July 23, 2011 didn’t work, they could come out on July 25, 2011 or later.
July 18, 2011:
0940 hours: I again called as no one had returned my calls and was told the earliest someone could come out would be July 23, 2011. Again, I asked to speak to a supervisor, who actually did return my call. The supervisor, Ryan, told me that within two hours, he would have someone from the “Blue Ribbon Customer Service” call me. I also indicated I lost a lot of food due to this situation and he told me I was entitled to a “food loss protection” up to $200.
1035 hours: Rebecca from “Blue Ribbon Customer Service” called. She assigned me a Case Number and told me she would get someone out as soon as possible. She did call back and told me a repairman was scheduled to arrive on July 21, 2011, between 1300-1700 hours. I asked her about the “food loss protection” and was told my specific warranty did not cover it. She also stated that she put in the notes that no one was to change/modify or cancel the July 21, 2011 appointment without her being notified directly.
July 21, 2011:
0600 hours: In preparation for the serviceman, I again unplugged my refrigerator and stored my perishables in an ice chest. (More food as I’m preparing for 30-40 guests.)
1537 hours: The repairman called and said he was about 15 minutes out. Again, I waited.
1635 hours: The repairman called and stated he was not coming out and sent a routing for another serviceman to come out.
1657 hours: I called the “Blue Ribbon Customer Service” representative, Rebecca and left a message. The call was after her normal work hours, so I called their alternative number and explained the situation. They stated that someone should call me by close of business tomorrow (July 22, 2011). I again stated I needed someone out immediately. Once again my food is thawing out and this time it’s enough to feed 30-40 people.
1700 hours (approximate): I made several calls and was finally able to get a private repair company that sent someone out to put the parts in the refrigerator. He arrived around 1830 hours, put the parts in and expressed concern that the original problem may have been misdiagnosed.
After three weeks of numerous attempts to have, what one might refer to as a “simple” repair, the situation remains unresolved. I have taken time off work, lost a substantial amount of perishable foods, had overnight guests whom I’ve had to entertain in a third-world modality and to boot, have 30-40 people coming over tomorrow for a major celebration. Additionally, I’ve taken time off from work, sat around the house for hours on end, in anticipation of the repairman’s arrival. It boggles my mind that a company (Sears) with a supposed good and reliable reputation has taken me on the chase of my life. I’m at wit’s end. I’m afraid Sear’s will not reimburse me for my time, my lost food and the private repairman whom I hired in a last-minute desperation.
Company Response on 7/22/2011:
Dear Ms. DogPatchLair2:
We found this post and I wanted to reach out and express our concern and our deepest apologies for this situation. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. The issue with your service was most likely because a technician was held on service appointments that took longer than expected or as the tech told you he had an emergency and couldn't get another tech to your home. We can’t ask a tech to leave a job partially done in order to make the next appointment(s). We wouldn’t do that to you or any of our customers. We also can’t know how long a particular job is going to take until the technician gets to the job and diagnoses the issue. Many times it takes longer because we are not going to cut corners for the sake of time. This does cause delays on occasion, but sacrificing quality for time is simply not an option for us. Of course, this is not an excuse, just an explanation. I can understand your frustration and inconvenience while waiting so many different dates for the tech to arrive. I can only imagine the hassel and frustration you are feeling. We would like to talk with you to see how we can make this right for you and make sure that everything that can be done for you is being done.
My name is Susan and I’m part of the Sears Social Media Escalations team. At your convenience, please contact my office via email at email@example.com so we can get this resolved for you. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (DogPatchLair2) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.
Social Media Moderator
Sears Social Media Support