After a major appliance purchase (last night), I needed information for a product recycle rebate. Over a period of one hour and four disconnections after explaining my issue each time, I finally was able to solve my problem.
While I am most happy with the sales rep, and have been a happy Sears customer in the past, the telephone circus I had to wade through was gravely unprofessional. With one exception, the reps I had spoken with were robotic, uncaring and wholly unable to care for my problem. Worst however, was the extremely long delays leading to the inevitable disconnection.
I have been a customer for over 40 years, but I am finished with them. Many things are forgivable, but when customer service fails, the whole purpose of buying from a brick and mortar store is compromised. I'll be looking for the best deals online hereafter.