Update by user Sep 28, 2013
Sept 28, 2013:
Deafening silence from Sears. Their idea of responding to my complaint was to "establish a case number." Yeah, whoo-eee, a case number!!!! No action, no contact, no responses to e-mails, absolutely no follow-up of any kind except the response below from Liz, a Social Media Moderator with the Sears Cares Escalation Team, saying she would "reach out" to my case manager. How impressed are you?!?
This whole experience reeks of a DILBERT cartoon. A Sears Cares Escalation Team....really? Wouldn't it be great to have a job where you just have to offer platitudes online to a customer and then do a-b-s-o-l-u-t-e-l-y nothing? Well, that seems to be the new Sears profile. Zero action, zero respect for their (dwindling) clientele, and a ZERO rating from this, now former, customer.
Original review posted by user Aug 27, 2013
-First scheduled dryer repair: no show/no call
-Second scheduled dryer repair: took another week!
-Rebate for loss of my time: promised; not delivered for 10 weeks
-Third scheduled dryer repair when dryer broke again): 8am appointment turned into prolonged wait, finally they said it would be 2pm or 2:30pm before technician could arrive. At that point I cancelled, called a local guy who showed up less than 24 hours later and diagnosed the problem in minutes.
-Complaint letter to Sears Customer Service and CEO resulted in e-mail from SearsCares@CustomerService.Sears.com [what a joke!!!!] as follows:
"Thank you for contacting Sears Holdings Corporation and allowing us the opportunity to address your concern regarding your recent experience. We sincerely apologize for the inconvenience you have experienced and we appreciate the opportunity to assist you.
Please be advised your issue is being addressed and case 1549061 has been created. If you have any further questions, please feel free to contact us by replying to this email."
That was July 11, 2013. Today is August 27, 2013. I have replied to the e-mail three times without a response.
Sears used to be a reliable and respected name; now, it is seemingly a vague excuse for a business. If they cannot manage their repair service, they should GET OUT of it. I will never buy a Sears product again or use their service again. Period. Their arrogance and ineptitude are as legendary now as their good name used to be. Sad.
Product or Service Mentioned: Sears Repair.