It is 8:20 in the morning. I forwarded my home phone to my cell while I took our son to camp. Unsurprisingly, Sears did not call as promised first thing this morning.
"Lloyd" takes my information again. I am intrigued that their process requires me to give my name, phone and address every time I speak with them. He asks me for my zip code and informs me helpfully that I live in Castle Rock, Colorado.
He sends a message to the technician telling him I have called six times and asking him to contact me. We shall see what transpires today. I did, against my better judgment, cancel all my appointments today, because I have to get this clothes dryer fixed.
Showing posts with label bad customer support. Show all posts
Showing posts with label bad customer support. Show all posts
Thursday, July 17, 2008
Wednesday, July 16, 2008
Sears bad customer support, part three
The manager did not call, so it is now 8:10 and I am calling customer support again. The automated customer service system told me I was asking about the appointment scheduled from 8:00 a.m. until 5:00 p.m. tomorrow. Uh, I guess so.
I spoke with Ellie and asked for customer relations.
8:10...Please wait...
8:11...Please wait...
8:12...Please wait...
8:13...Please wait...
8:14...Angelina answers. She says she cannot see the routing to see when the technician will be here. She asked if I could stay home tomorrow from 8:00 until 5:00. I told her I could not cancel my business appointments at 8:00 at night, and that I did not have a lot of faith that the repairman was going to show up. I added that I had asked Kia to find out if the technician could be here between 2:00 and 5:00 when I would be here. She asked if I could wait until someone called me first thing in the morning to tell me when the repairman would arrive (sound familiar?). I told her that was the fourth time someone promised to call me from Sears and I had little faith I would receive a call.
She said that all they could do was email the service person. (I am sure the support center is not located in Denver) So I cannot contact the local technician directly, and customer service cannot contact the local technician directly.
So, at 8:26, the sagae for today is at an end. The support guy is probably finished with dinner at his house, ignoring his email, and enjoying a cold one. Tomorrow, I suspect I will begin the battle to get my worthless Sears warranty refunded and find a competent, responsive local repair person who communicates with his customers. In the meantime, there are wet clothes strewn all over my house ,and my opinion of Sears, a company where I used to really love to shop, is severely diminished.
I spoke with Ellie and asked for customer relations.
8:10...Please wait...
8:11...Please wait...
8:12...Please wait...
8:13...Please wait...
8:14...Angelina answers. She says she cannot see the routing to see when the technician will be here. She asked if I could stay home tomorrow from 8:00 until 5:00. I told her I could not cancel my business appointments at 8:00 at night, and that I did not have a lot of faith that the repairman was going to show up. I added that I had asked Kia to find out if the technician could be here between 2:00 and 5:00 when I would be here. She asked if I could wait until someone called me first thing in the morning to tell me when the repairman would arrive (sound familiar?). I told her that was the fourth time someone promised to call me from Sears and I had little faith I would receive a call.
She said that all they could do was email the service person. (I am sure the support center is not located in Denver) So I cannot contact the local technician directly, and customer service cannot contact the local technician directly.
So, at 8:26, the sagae for today is at an end. The support guy is probably finished with dinner at his house, ignoring his email, and enjoying a cold one. Tomorrow, I suspect I will begin the battle to get my worthless Sears warranty refunded and find a competent, responsive local repair person who communicates with his customers. In the meantime, there are wet clothes strewn all over my house ,and my opinion of Sears, a company where I used to really love to shop, is severely diminished.
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