Sears Complaint - Letter to Sears CEO Re Service Center
TUCSON, ARIZONA -- TO: Alwyn B Lewis August 4, 2006
President and CEO
Sears Holdings Corporation
Re: What in the world…
Dear Mr. Lewis,
What in the world has Sears done to its service organization? What happened to “we service what we sell” once the mantra of the world’s greatest retailer?
I purchased Master Protection Agreement # 040329231400108, a copy of which is attached, to cover in home service of two combo TV/VCR’s, a stereo table top system and a Maytag washer/dryer combo.
The VCR on Panasonic TV # PV-M2079 stopped operating and I called Sears service. A technician came to my home on July 18th. He was unable to fix the VCR and took it to the service center on Service Order #95362223. Please see attached documentation.
Last evening, August 3rd, I received a recorded message advising me that the TV was fixed and could be picked up at the Tucson Service Center. Obviously there was some mistake, the Sears technician took it away surely Sears should bring it back. I foolishly thought that the situation could be remedied by a single phone call.
Mr. Lewis, try calling the Sears Service number (1-800-4-My-Home) sometime. Make sure you have a stiff drink in your hand to calm your nerves before you do so. It took three phone calls and two and one half hours to rectify the situation.
Twice, after being on hold, I was told that I was being transferred to the “Rapid Resolution” Department. I was disconnected both times. The third time was a charm and I actually was connected to a human. After listening to my tale of woe, putting me on hold yet again and attempting to reach the Sears Service Center in Tucson, the associate came back on the line and explained that no one answered the phone and I should try calling them later.
Now, I ask you, Mr. Alwyn, if an associate in the Sears service department could not get through to the Tucson Service Center that is holding my TV captive, what are the chances of me, a mere mortal, making contact.
I insisted that the associate keep trying and he finally made contact with the Mesa Service Center. The earliest date that they could arrange to return my TV is August 17th, one month from the day that it was taken from my home.
Needless to say, when it comes time to replace my appliances, I will not consider Sears. I don’t know what is happening to the company I shopped at for years, but it is not good.