A senior executive who oversees Customer Satisfaction and/or Service Delivery needs to take a serious, in-depth look at the events surrounding the order for a hot water heater and installation which was initiated by me Thursday, Sept 26th at approximately 6 PM ET.
The events surrounding the post-sale coordination of installation and escalation are a sad testimony to a company consumers have looked up to for decades.
Given the number of different customer service representatives who were involved with this transaction and their collective inability to get the unit's installation coordinated, to escalate the failure to someone who could resolve the coordination problem - even as far as the "Escalation Team's" inability to address the problem - this is not an isolated event - its a systematic failure.
Assuming for the moment that everyone put accurate notes in the CS record as we would anticipate - the chronology will demonstrate the issue.
"Call before Noon and we'll install same day" - Sears quote.
I called and bought the service and water heater Thursday night. It's now Saturday morning @ 10 AM ET.
The most embarrassing point of this failure is I have placed at least 15 or 20 calls over the course of the now 3 calendar day period to the Sears Customer "Service" Center ............... I have never received a call from anyone - not Sears, not from an installer and worst of all ........ not a word from the "Escalation Team" - assuming they even exist - who was engaged at 5 PM ET Friday.
This is the very last time I will ever call on Sears for anything and I will make it my life's passion to spread the word of how Sears treats its "valued customers".
Product or Service Mentioned: Sears Installation.