Sears Informative - Poor performance on service contract
CLARKSVILLE, INDIANA -- Below is the e-mail I have sent via their web site after spending over four hours on the phone with them trying to get my problem resolved.
This probably won't do any good, as a matter of fact, I'm
pretty certain you won't even call me on this as I have
received nothing but horrible service up until this point but
it's worth a try....
I have a self-propelled lawn mower that has had two wheels
break on it. As it has a service policy, I am covered. The first
one broke back in April, I took it into the local service center
(Clarksville, IN) and received a new one in about nine days. No problem.
The other one then broke about three weeks ago. I took it in
and received one that didn't fit. I took that one back
and was told by a very helpful gentleman (name omitted) that he
would take care of the matter (this was on Wed Sept 27).
Rocky then called me the next morning to get the model
number of the lawn mower. I made a special trip home from
work to get the number and called the service center. The
lady on the other end of the phone told me (name omitted) was gone
and she would not take a message. I tried to explain that I
was traveling the next day & had made a special trip in but
she kept interrupting and then hung up on me. I called the
manager the next morning to complain and he
was mildly apologetic but pretty much unconcerned. He then
told me it would be an additional 7-10 days to get the
replacement wheel. I asked if he would FedEX the wheel in
and he said no. When I asked how I was supposed to cut my
lawn, he didn't care. When I asked what would happen if the
wheel came in wrong the second time, he said he didn't deal
with "what ifs". I repeatedly asked for his boss' name, he refused and just gave me the customer service number. Calls to them have been fruitless. I have spoken to a number of
representatives to get resolution and am continually
interrupted or put on hold although one rep took my information and stated she would contact Mr. Carter and get back to me. She has not.
My questions are:
-Why to you refuse to resolve this to my satisfaction? THE
MISTAKE WAS YOUR FAULT AND YOU REFUSE TO TAKE CARE
OF THIS PROBLEM OTHER THAN WAITING ANOTHER 7-10
-Is hanging up or interrupting the customer your method of
-What will it take to get a wheel for my lawnmower so that I
can cut my lawn? I'm going to have to bale it pretty soon.
Based on my experience, I don't really think that you are
going to call me. The general opinion you have of your
customers is lousy...no wonder you are losing market share.