Sears Complaint - Irresponsible Service Department
LITTLE ROCK, ARKANSAS -- I bought a Kenmore Dryer, 3/31/07 on sale for $399.00 because after 30 years of doing business with Sears I trusted their product and their service department After the added charges of delivery, installation, taxes and $10.00 fee to haul my old dryer away my bill came to $526.00 for a dryer I could have purchased somewhere else cheaper. When I purchased the dryer the salesperson ask me 2 times what kind of plug-in the dryer would require, 2 times I told him a grey wire 3 prong. It took 10 days for delivery, when they delivered the dryer they had the wrong plug-in on the dryer, they brought a dryer with an L plug. Instead of taking the dryer back and bringing me the correct one, they told me they couldn’t replace the plug-in because they weren’t electricians, I can understand that, that’s why I order the dryer with the 3 prong, so I wouldn’t have to deal with this. They sat the dryer down, and left, with me to have the correct wire replaced and for me to then install it. My son did replace the plug-in, no problem; However, they did not set the dryer and in the space provided for the dryer there was NO way I could attach the vent hose and get it in the space, it stuck out into the hall and the doors wouldn’t close, so I called Sears delivery. After talking to the third person, being told they couldn’t come back out for yet another 5 days I said, the dryer is sitting in my hall way, so I ask them to just come pick it up and I’d return it, that too would have transferred me to another department for scheduling a return pick up, At that point my phone died, yeah good day, so I called back only to get someone new, in another state, and the process started all over again, after 1 hour of being transferred from person to person, department to department I just hung up and called Sears where I purchased the dryer, I told the girl my story again, she said I needed to speak with the manager of Applicance department but he wasn’t in but she would have him call me we he arrived, she called me back later to tell me he wouldn’t be in but she had spoken with the Store Manager his suggestion was that I call and get someone else to fix the problem and they would give me a gift card, excuse me, they wanted me to call someone else, pay again for someone else to fix their problem and they offered me a gift card.
The bottom line is: Sears doesn’t care, they no longer care about the consumer, or the job of their services people, the service department only does what is just expected of them, managers no longer take the responsibility of the standards of their people or their job, Sears no longer takes the responsibility for it’s product or for the people they hire.