I just Googled "I Hate Sears" and I can't believe the number of entries. Here's my particular tale:
First off, I am so beside myself I want to hurl my very expensive front loading Kenmore washer out the window and unto the lap of a Sears Board Member. I would like Sears corporate mgmt. to feel the same pit in their stomach as I do when I think about their company. It's sickening.
A month and a half ago, our fairly new washer registered an error code. "Fine," thought I, "Thank God I paid that extra $300 for the extended service agreement." That was on top of the very hefty price tag of $1200. That's $1500 for a washer.
You see, we were replacing ANOTHER front loading washer, the Neptune, because it had died an very premature death. To fix it would have cost more than most people pay for a washer. The Sears serviceman had told us that the Neptunes weren't very good washers anyway. Hmm...nice representation of the company.
But back to the second broken washer. I hunted on the terribly designed Sears website for Repairs. I tried to make an appointment using their site, but it said I didn't have a warranty! So then I hunted for the 'customer service' number and spent a half hour on the phone and digging through receipts to prove to them them that I did, indeed have a warranty.
Finally, the first service call was arranged. Only they only serviced my area every 2 weeks. Argh. 2 weeks without a washer (family of 4, summer time...). 2 weeks later, the serviceman arrives, doesn't seem to understand the washer and then finally says that he can't fix it, it needs a part. I inquire why he doesn't carry parts in his service van. He says he does, but the Sears policy is that if it's an expensive part, it must be ordered. By the way, it'll take another 2 weeks. I'm getting really annoyed by this point with the Sears system of repair.
2 weeks later, he comes again, but the part does not. He leaves. 2 hours later (the same day) the part arrives. I call Sears repair again (the process of speaking to a machine is driving me nuts by this time). I tell them to get their serviceman back and fix my washer. Again, I'm told that they're very sorry but this is just the way it is and I'll have to wait another 2 weeks for him to install the part.
2 weeks later (today) - he comes back. Did I mention that every time Sears schedules a "service" call, they give you a window of between 8am-5pm? So far, this is 3 days of missed work and 6 weeks without a washer. About $150 spent so far at the laundry drop off and hauling wet clothes to friends' and neighbors' houses. I'm really kicking myself at this point for spending $1500 at Sears.
He comes back today at 4:45pm (I've waited all day) and says that he can't fix it – and get this – that it needs another part!!! He says to call Sears when I get the part and sets up another appointment for 2 weeks from now. Now we're going on 2 months, basically the entire summer, without a washer for a family of four.
Of course I called "Sears customer service" for about the 25th (I'm not kidding) time and spend 15 minutes on the phone with a machine, finally get person and that person says there's really not much they can do. Is this GroundHog day? There is something seriously wrong with this company.
I spent 15 years in advertising in New York and let me tell you, Sears has a serious "customer service" problem on their hands. Their 'system' creates an inability for their employees to problem solve and actually help their customers. And it is obvious by the tenor of the conversations I've had with Sears representatives that they understand that they are completely powerless to help the very customers that are coming to them with issues that need resolving.
So..in 2 weeks...I'm dubious about whether or not my washer will be fixed, but I can assure you that my customer satisfaction is beyond repair.
Product or Service Mentioned: Sears Repair.