Sears Complaint - Letter to Sears CEO Re Service Center - Service

Posted by Technician on 2006-08-05:

Sorry about the problem with service, let us know if you get a response from Alwyn, he is K-Mart not Sears, but it will be interesting to know if he answers, my money is on NO.

What you are going thru is far from the norm but I know it does happen sometimes. good luck.

Posted by UrFriendlyPirate on 2006-08-05:

IMO, vcrs are so cheap and cheaply made, they are among the latest "throw away" items to buy. Don't bother getting a warranty. Likewise, depending on what you spent on the TV. As far as the washer/dryer combo goes, ya gotta wonder if it's worth it.

Posted by DORCAS on 2006-08-07:

It seems their "rapid resolution" is to cut you off. I was one of Sear's "Best Customers" victims myself. It took nearly a year to finally get a replacement on a two week old &1300.00 appliance. For the last 25 years we shopped Sears for all our major and minor needs but that stopped and we have since gone elsewhere. The products are failing right off the bat and since the closest Sears is 85 miles away you can bet it's a nightmare to get service. Actually there is a family owned Sears appliance only store in town but their attitude is pathetic, and most the town refuse to go in anymore. Your right, it "used" to be a great store,,,no more!

Posted by tucsonbabe on 2006-08-07:

To Technician,
I posted the letter on Sears e mail immediately after I wrote it. I received an acknowledgement the same day. The acknowledgement stated that the info would be passed on to the service center. My mailed copies have yet to reach their destination.
Alwyn Lewis is now the President and CEO of Sears and K Mart. Alan lacey is gone. The revolving door continues to spin.

Posted by Technician on 2006-08-07:

Tucsonbabe: Yes I know Mr. Lewis is top dog for Sears also. Since you have the SO# for your tv/vcr the tech. number is also on the ticket, call 1-800 and keep telling the machine you want customer service until you get a human, have customer service give you the tech managers name for that tech. and demand to be connected to him/her. Is your best shot at quicker resolution. Good luck.

Posted by tucsonbabe on 2006-08-07:

Thanks Technician.
I scanned my letter into the Sears website on Friday and mailed hard copies on Saturday.
I received a call today (Monday) from the manger of the Mesa Service Group which also handles Tucson. The TV is being delivered this afternoon. I will keep your suggestions for future problems if they occur. It sounds as if you are or were a Sears Tech.

Posted by Fustrated on 2006-08-08:

Hello...
Having a problem with Sears as well..would you happen to have the email address to that CEO Lewis you mentioned in your email..
Good luck

Posted by HondaCivic4DEx on 2007-02-04:

Frustrated I am very surprised that CEO Lewis gives out his email address, even if his Executive Assistant reads from the email address since for me, but I have seen much better flat panel screens that the tube one that I have, for me and reading what seems to be so many issues, would be quite hard on my eyes in the long run. It would be nice to get the email address so that I can send my Microsoft Word document that way also.

Posted by jazgal on 2007-03-02:

Sears Service ... I just called Sears regarding my refrig that stopped working .. and I have a 5 yr Master protection agreement that expires 8/07 .... the servie dept told me to call back tomorrow since they could not locate my service contract. I had the receipt in front of me and I told them the food will all go bad ... they said they could do nothing about it and if in fact I have a service agrement food will be covered up to $250 ... how awful is this that I have to watch food go bad and can do nothing about it ... Does anyone know who I can write to? Fax or call ...

thank you

Posted by 2muchalready on 2007-08-02:

I have never had a problem with the techs themselves who have done repair work, it's the communication between the techs and the customer service and parts department that have a total lack of contact with one another. My 50" TV worked only 6 weeks, went totally out the first week of May. Finally after numerous service calls, it was declared legally dead on July 12th. This was a circus of having been told of parts were ordered, parts were mailed, we don't have any record of parts ordered. Sometimes we got three different answers on the same day. Even though we have the extended warranty, Sears has dropped their hands of the situation and left it up to Panasonic which is now the ones who are dragging their feet. Sears informed me at first we could not get a refund on the extended warranty, only the TV. Then we got the story we could return the TV and get refunded for the portion of the warranty that wasn't used. We are totally sick of the whole situation. We got the same run around from the service number from Sears. Put on the automated answering. When we finally got a human, we either got cut off or put back on the auto system. We have found out there is NO CUSTOMER SERVICE with Sears. Now we are the ones who have to battle with Panasonic for a replacement covered by the warrenty, since Sears has washed their hands of it. What really ticked me off about getting a refund for the warrenty which covered repair or replacement, which neither has been done, was not getting a full refund. So now the TV and the warrenty are both worthless. After reading all the complaints, it seems this is their policy in many states, not just this one store in Texas. Perhaps people should run not walk when passing Sears and really run when they get to the Panasonic department.

Posted by aniarshakyan on 2007-10-08:

does anyone have Alwyn Lewis'email

Posted by Skye on 2007-10-08:

Found this information for Alwyn:

Headquarters Address:

3333 Beverly Rd.
Hoffman Estates, IL 60179
USA
Website: www.searsholdings.com
Phone: 847-286-2500

Posted by Wannahelp on 2007-11-05:

Let me be of some help if i can. I am few rungs under Alwyn at Sears Holdings Corp (both Sears and Kmart), but i am very aware of all the issues you all have discussed. Let me share with you, Alwyn did sit in a room, with numerous Exec's about a year ago and made a call to 1-800-4myhome (just as you recommmended) and experienced the same issue. He then initiated a much needed multi million dollar re-vamp of a phone system for the entire company. In addition, a new expectation was put in place that no calls would be 'cold' transferred (put customer on hold to transfer); instead all calls MUST be 'warm' transferred (the customer will have a person on the phone until the other person picks up the transferred line). He has also started (via our Customer Support team) a program called I.C.C.E. (Improving Customers Call Experience), this program measures data points to ensure 'customer expectations' are known to us and met or exceeded. Each business within Sears Holdings has multiple businesses also (example Sears has Sears Home Service as well as Retail, and many others). As these changes occur and are implemented to improve our business we ask customers, like yourselves to please try us again and let us know if your experience has improved or not. This is the only way we can get direct, unbiased feedback. You are our true 'business manager', please visit us again to see if your managing style has helped us improve. Please feel free to come back and communciate with me via my3cents.com and I promise you your communication will get to the top; positive or challenging! Thanks for your feedback already provided!

Posted by consumer712 on 2008-12-02:

I Ordered a black friday sale item online (samsung washer and dryer) for $1062 on a wednesday and I was not informed until after black friday was over that my order had been canceled. The original price of the items was a total of $1700.00 Had I been given an opportunity to attend black friday at sears in the store I could have had the opportunity to receive the deal. I was informed that sears is offering only 5% off for the mistake on sears.com, but I do not believe that redresses the problem. The 5% off would only give an $80 discount for the same two items all together which is nothing comparable to the deal I could have gotten had Sears not falsely advertised the product for sale online.

I call up customer service and the lady to me to hold my breath and to speak with a supervisor, i was placed on hold for 25 min and when i was finally transfered, i was disconnected. i immediately called back and the same exact thing happened. I dont know if they were just trying to avoid me or what. I have sent an email for a customer complaint and I have yet to receive any responses.

Posted by Dr. Cassyd on 2011-07-07:

Just had a service person here to check my small window ac unit to make sure no mold. He told me to use lysol spray. Everything was fine, he left. Then tried to turn on ac unit ( direct tv unit plugged in to same outlet). All burned out. could have started an electrical fire. No ac, no tv. Am unable to reach anyone in sears service.

Posted by Mr. P on 2011-08-04:

We have all of Appliances, Our Kenmore Refrigerator went out, We called customer service for appointment for Wednesday Aug 3, between 1 – 5 pm. Tech came out said it was the compressor and he order new compressor and told us if the compressor come in by Friday 5th to give sears a call so he can come and fix the refrigerator. The tech said he put it in as an emergency service he put the schedule time in for Wednesday August 10th 2011. I called sear they said only time they have a guy come out is on Wednesday. Oh lord so where is the emergency service at, we have to wait 7 more day to get the Refrigerator fixed. We are so very dissatisfied with SEARS all our Appliances com from sear. We will never get sears again.

Posted by Dissatisfied on 2011-08-04:

Sears not trust worthy ver dissatisfied with service appointmnent it take 2 weeks to fix washer and refrigerator. Sears is not good on a word they say, give you false information on the time they are coming out.

Posted by susan on 2011-11-27:

I've had the same bad experience with Sears and a frontload washer that I purchased from them. Within a year of purchase the drive belt broke. The technician arrived to do the repair after 3 weeks of waiting but failed to bring the belt along. I actually had to run out and find and purchase the belt myself otherwise I would have had to wait another 3 weeks for the repair. After the drive belt, the bellow ripped. That was another 5 weeks of waiting for Sears to order and deliver the bellow. Turns out the repair technician did not install the bellow correctly and my washer shredded my sheets and shirts. I fixed the bellow myself and today the drive belt broke again. Sears has horrible customer service and their technicians are useless. I will never buy anything from Sears again and tell everyone I know about my experience. susan

Posted by David on 2012-05-19:

He doesn't give a s...t! I have the same or more to tell him, but you can't find him. Well, I am not done with Sears yet

Posted by Jon spear 305 323 8970 on 2013-01-06:

My son in law surprised me with a cordless power unit(model 9-16496) for Christmas.When I visited a Sears store to buy the attachments for said tool,I was told none were available.The sales clerk said she could order the accessories and started the process.Again,the attachments were not available via the catalog or on line.I was told to come back at a later date and the attachments should be available.My complaint is simple"I just have another drill,not a cordless power unit"Somebody dropped the ball on this one.I have been a LOYAL Sears customer for almost 50 years.This is a disappointment.