Thursday, December 6, 2012

Dear Sears, I can see how this could be frustrating for you....

My dryer broke this past weekend. Stopped tumbling. You could push the buttons, the lights would come on but as far as functionality goes, that was out the window. I contacted Sears to do the repairs. It's a Kenmore, we bought it there, it seemed logical that the repair would be easiest through them. Of course it was going to be a few days before they could get a technician out, that's the way it goes. So yesterday was my day. My window was from 8-12. Don't you love how we've all been trained that a 4 hour window is reasonable?

Anyway, I considered myself lucky because the repairman showed shortly after 11. He diagnosed the problem as two blown fuses which he happened to have in his truck and he fixed it right up. The entire time he was in the house was less than a half hour. I was thrilled, for one load of laundry. Then the dryer stopped heating. Still tumbling so I was ahead of where I was this weekend, but a dryer without heat is pretty worthless.  So I called the "call this number if you have any problems, it's been a pleasure helping you" number that Ahmed showed me on the receipt as he was leaving.

So I call and a nice phone operator from someplace else answered. Oh she is very sorry for my inconvenience and she understands how frustrating this could be for me. She will get a hold of the local dispatcher who will call me back. If they cannot get to me today then tomorrow might be the soonest. Fine. Just need to get it working again. Thank you for your help.  I hang up and wait for that call from the local dispatcher. Two hours later I call back. I get another very nice phone operator who apologizes for my inconvenience and understands my frustration. They will get someone local back to me right away. Thank you for being a valued customer. 

So THIS MORNING I call again. And again I get someone far far away. This time I say I want to talk to someone local now. Well, they can't do that but they will have someone call me. And they understand my frustration. So I go to their chat with a service rep function on their website. I had tried this last night but got nothing but "no service representatives are available, please try again later" Today I got someone. AH HA! Finally someone at a computer who can fix my issue. Guess what? He's very sorry for my inconvenience and understands how frustrated I must be. He pulls up my records and can schedule a follow up visit. In two weeks. TWO WEEKS.  I typed, without the extra words I said in my head, Are you kidding me? This is a second visit for a repair mistake that was done. Oh he understands how frustrating it can be to be without a dryer but that's the best they can do. I told him it was unacceptable and that I would be terminating my relationship with Sears at this point and would be telling everyone I know about my experience. His response? Sorry for your frustration. If you contact us later we cannot guarantee this appointment will still be available so would you like to go ahead and book it. I politely typed no and signed off of chat.

Then I went and checked their Facebook page, just for kicks. Every customer complaint is greeted with an apology and how they understand the frustration.Sears, I have a few words of advice for you, and for any other retail customer service oriented company out there, saying that I am a valued customer and that you understand my frustration is not the same as treating me as such.  Ignoring me, not calling me back, not dealing with the issue in a timely manner. All of those things show me that I am in fact not a valued customer. Giving your employees a script to follow (apologize, let the customer know you understand their frustration) is worthless if there is no service behind the words. 

And I understand your frustration now that I am no longer a customer at all. And I am sorry that I will be telling everyone I see why I am no longer a customer and suggesting they do the same. Signed Former Sears Customer who is BEYOND frustrated! 

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