Sears Complaint - How could something so simple turn into such a mess... oh wait, its Sears! Why would I expect anything but!
So, my husband and I bought a new Kenmore Range from Sears in May 2008. For the most part it worked well, although it took forever for the oven to heat up. My saga begins December 8, 2009...
For the past few weeks, it had been taking forever to cook anything in the oven and I suspected the temperature in the oven was incorrect, possibly fluctuating a great deal. So I called the Sears toll-free number to set up an appointment to have a repair person look at my range. The woman I spoke with booked my appointment for the following week, December 17th between 12pm and 4pm. I was pleased with the service though I now realize how naive I was.
The evening of December 16, I receive a call from Sears confirming my appointment. So Deccember 17th rolls around, and I spend my afternoon waiting. One hour. Two hours. Three hours. Four hours - no Sears repair person! I call the 1-800 number again and speak to a gentleman who apologizes and says that the local repair center will call me that evening to make alternate arrangements. No call from the local repair center! The next moring I call the 1-800 number again and explain that NO ONE showed up for the appointment, no one called and that I wanted another appointment to be set up asap. After some wrangling, Sears booked another appointment for me: Saturday, December 19th. As well, I requested that my service fee of $69.95 be waived, in which they agreed, as I had waited for four hours and the repair person had not shown up. I thought this seemed to be going well and those complaints I had seen on websites like this one must have been unfounded. Sears customer service wasn't great but I was getting what I wanted - a repaired range! Or so I thought!
The repair person was great! Seemed to know what he was doing and diagnosised the problem quickly - a faulty circuit board that was causing the oven temperature to drop. The part would cost 194.99 plus taxes and the install fee would be 149.00. He also mentioned that as my husband is a Journeyman electrician it would be easy for him to install the part. So, we went ahead with ordering the part and set up the next appointment for December 31st with the understanding that we could call and cancel the appointment and only order the part instead.
After speaking with my husband, we decided that he would install the part and I would cancel the appointment with the Sears repair person. On December 22nd I called the Sears 1-800 number again, this time to cancel the next appointment and ensure that we will be able to get the part. And this is where Sears lack of customer service skills really shine! The first woman I spoke to seemed very confused that I wanted to cancel the next appointment but still order the part. Eventually after explaining my request several times, she orders the part. While going through this process, she confirms the price of the part and the asks if I would like delivery to my home for $6.95. I agree, give her my credit card information, and then she informs me that delivery is actually 10% of the cost of the item if the item is more that $70.00. I explained to her, as calmly as I could that it seemed unfair to quote me one price then after she has received my credit information to change it. She tries to explain that she did not know the price of the item (which she did as she confirmed it before quoting the first delivery charge) and the even though she made a mistake, I, as the customer, still has to pay the higher delivery charge. I asked repeatedly to speak to her supervisor, in which she gave every excuse in the book: he's on the other line, he's busy, you'll have to wait a long time on hold etc.... after waiting on hold to reach the supervisor I told me there was nothing he could do but sent it to customer service for escalation and then I was transferred. Now I was expecting to be transferred to someone in customer service who would have been explained what was going on but no, I was transferred to some poor girl in parts. After that I was transferred again, this time to the actual customer service department. And this is where I have reached my limit of poor customer service: I explain the issue of the first girl quoting me one price then changing the amount and that I was frustrated with Sears and the lack of positive customer service experience, and that I wanted him to resolve the problem (only charge me the $6.95 delivery charge that I was originally quoted). His response was that he had no record of my call or who I spoke to or anything even though I had to give my telephone number, name, address and postal code to each of the people I spoke to. Then he promptly informed me that there was nothing he could do, given no background information and hung up.
What gets me is the complete inability of customer service at all levels to do their job of keeping custmers happy. I will never again buy anything from Sears and I am seriously considering cancelling the order for the part as I do not want them to ever again receive one penny of my hard earned money.