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Customer service
Product or Service Quality
Warranty
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Update by user Jun 23

Pray forgive the misspelling of 'incompetency' in the heading title ;)

Original review posted by user Jun 22

FIVE EASY PIECES

Dear Review # 1285526:

Please note that the following listed is a subjective opinion, but the offerings may be of help to you and others who are undergoing the same ghastly experiences with Sears SHC Customer Care. Presently, I am NOT employed by, nor for Sears, but it is my sincerest hope that what is offered herein can help either to accelerate or obtain the assistance to get your issues resolved legally and rightfully tended to.

In addition, allow me also to thank you for taking the time to address and confront the myriad of repetitive issues and poor handling by Sears SHC regarding your Large Appliance (refrigerator) purchase. I try will be as brief and as succinct as permissible:

1). File an IMMEDIATE DISPUTE of your purchase with your bank/financial institution to have the purchase charged back. (I have posted how the process works in a few posts herein). This will allow you the flexibility and the right to have the responsibility tended to immediately and expediently.

2). DIRECTLY Contact the manufacturer of your item and obtain the proper direction and resolution of reporting a defective and faulty item. There are some “Good Will” programs and other avenues for legal and immediate resolution with some major manufacturers. Please refer to the Consumer Reports.org web page at

https://www.consumerreports.org/cro/magazine/2013/05/the-word-on-warranty-protection/index.htm for additional information on what you can do and what some of those terms and agreements may mean and how they apply directly to your purchase.

3). AVOID AT ALL COSTS calling Sears Customer Care. The Sears CC platform is a telecommunications 'roundabout' for general issues to the company and the agents, (who are third party processors) AND THEY WILL NOT deviate from the 'script' that each company applies to the level and type of customer service. I strongly encourage to implement the email feature to Sears/SHC at shc@customerservice.sears.com. I have always used the email feature and have received a reply with each submission to them.

4). ALSO, contact the Sears Customer Service Care Team via email DIRECTLY at searscares@searshc.com. There is a posting regarding similar issues and how they were handled at https://www.complaintsboard.com/complaints/sears-hoffman-estates-illinois-c95099.html .

(Remember to use a period between “sears” and “shc” if the email address “bounces back”or to test the validity of the extension itself; for example: sears.cares@sears.shc.com).

**Be sure to politely request 'Immediate Escalation' in your communications CONSISTENTLY within EACH of your emails. This will insure that the matter and your inquiry WILL BE DIRECTED TO THE PROPER CHANNEL within Sears/SHC**Like.

5). File a formal complaint with Sears https://www.reference.com/business-finance/submit-formal-complaint-sears-6405cdffe9cdbbbc#. Please note the overview process and the expectations of how the process works: “If you encounter a problem with a product, service or repair provided by Sears, you must email or contact their customer service department to file a complaint. All complaints are first handled by customer service, then transferred to the appropriate department for review and processing purposes".

“If the customer service representative does not transfer you to the appropriate department, request a transfer to the Sears Corporate Advocate and Customer Complaint Department. You can also reach this department directly by contacting 1-888-507-9312 for service information or 1-800-795-5030 for general inquiries".

"If your complaint pertains to your local Sears, you must contact the location directly for an immediate resolution or clarification. If you are not satisfied with Sears' customer service, consider filing a formal complaint with the Better Business Bureau. You can file a direct complaint with the BBB online by visiting their website; however, Sears requests that all complaints be emailed to their customer service department before filing a complaint with the BBB”.

Please let Pissed Consumer.com and everyone here know how it went for you. Your success story will grant and demonstrate that the consumer can do something to repair and resolve the problems and issues regarding Sears.

Et Tu Brutae

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

I liked: Email responses and immediate resolution after investigation.

I didn't like: Lack of service, Very dissaponted.

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