Community Discussion
Topic: Sears- worst customer service EVER!

#	Author	Message
1	LVBelle Wed 4/23/2008 6:17p	I am so mad I could spit! I have recieved the worst customer service from Sears in the past month and a half, it's been awful. I just spent an hour on the phone with various Sears employees, I have to vent. On March 8th my digital camera broke. It was still under warranty so we called Sears to see what to do. They said to bring it in to the store. So we packed the kid up and headed down there. We were directed to the repair center. There was a man working behind a counter there. He refused to acknowledge us, would not even talk to us and tell us who we needed to talk to. There was a computer there to sign in for service. So we signed in and a security guard came out to greet us. She said that the warranty center was closed and gave us a number to call. So we called the number and were told that we would have to send in the camera for repairs. So they sent us a box and we shipped it off. About three weeks later, the camera came back in the same condition that it was in when we sent it. The paperwork in there said that it was given a visual inspection and it was deemed to be nonfunctional. There was no other information in the box at all so I called to see what was going on. I spoke with a guy who saw that we had called about the camera but had no record of the repairs or anything. So we were told that we would have to send it back in and they would mail us another box. So we waited and waited for another box and it never came. Finally last Thursday I called and spoke with a lady who said that they had it on record that Sears was going to replace my camera. She said that they would be calling me within the next 1-2 business days with instructions for replacing it. Well, I gave 'em three days and I hadn't heard anything so last night I called the repair number and asked what to do. I was given the number of the local store and told to call them. Well, no one there had a clue what was supposed to be done. I was given an 800 number to call. Of course, by that point it was too late to contact anyone there. So today I decided to try to contact the local store again. Again, no one seemed to have any idea what was going on. I was transferred and put on hold multiple times. I finally decided it was time to speak with a manager. So I called and asked the operator to speak with a manager. They transferred me and it rang and rang and rang then hung up on me. I figured that was a fluke so I tried again, same thing. I called again and explained the situation to the operator and she gave me what she said was the direct number to the manager. It wasn't. It went back to the lovely message you get when you call Sears. So I tried again with yet another operator. That operator transferred me to someone in the national customer service department. I explained the situation yet again and was transferred AGAIN! This time the gentleman I spoke with barely spoke English and was no help. He said that he would tell the PHOTOGRAPHY STUDIO about my complaint. At that point I realized that he could do nothing to help me so I called the local store again. I listened to the wonderful recording yet again and spoke with an operator again. I asked NOT to be transferred and to speak with a manager that was there. Turns out, I wasn't even talking to the local store anymore, even though I dialed the local number. I was talking to Arizona. I'm ashamed to say that I started yelling and cussing at this point. I spoke to Arizona guy's manager (at least I think that's who it was), took his name and direct number and he has promised to contact the local store and have a manager call me ASAP, though it will probably not be until tomorrow (when I'm at work, I'm sure). I spent over an hour on the phone tonight, being transferred, put on hold and hung up on. At one point I heard someone pick up the phone and they just hung up on me. Meanwhile, the dog is going crazy and Jake has taken off his diaper and is running around naked. During one of my many times on hold I got the diaper back on but he got it off again as soon as I was distracted. When I finally do go to get my new camera, I will be speaking to a manager in person and I will be writing Sears a letter. And I WON'T be buying anything else at Sears.
2	mele Wed 4/23/2008 6:33p	Whoa, that sounds like a nightmare! I don't blame you for getting angry. I'd be shaking with anger and probably unable to form any coherent sentence at all by that point. :-(
3	x Pirate_Princess x Wed 4/23/2008 7:08p	OMG, I could write that exact post about Sprint. I feel your pain, LVB! I really really do. I'm so frustrated I could cry.
4	beamerdog Wed 4/23/2008 7:16p	Poor LVBelle :-(
5	TINK-MOBILE Wed 4/23/2008 7:21p	Make sure your camera is brand new in the box...then have it opened and checked to ensure it works, ensure that you are given a new warranty , Satisfaction or your money cheerfully refunded...it is so frustrating when you have to deal with people..like this, hugs from the tink-mobile
6	Lady Starlight Wed 4/23/2008 7:36p	LVBelle, how awful. I'm sorry to hear about your terrible service from Sears. Thats just terrible and a heck of a way to treat customers. Shame on Sears You should write down what you wrote here and send it into corporate! Maybe you will get a response and some help that way. Did youget names of allthe people you talk to? I always no matter what askfor the persons name and operator number or id number and I also get what city or state they are talking to me from. That alone has helped me many times in dealing like you had. Once again, I'm so sorry to hear about your terrible ordeal. Good Luck to you though.!
7	Liberty Belle Wed 4/23/2008 7:50p	Oh how awful! I had a simlilar experience (not with Sears) about 6 months ago and after about 5 hours on the phone (half of that on hold) with call centre operators in India I was fuming and nearly in tears. It's incredible how frustrating bad customer service can be! Sorry to hear your story!
8	Tinkerbell819 Wed 4/23/2008 8:13p	This story reminds me of my experience with GE and my refrigerator. Now, whenever I get mad at someone, my DS says "I'm going all GE on them." I was so exasperated, some days I was almost in tears. I contacted one of the local news stations consumer advocate dept. They were able to get some action right away. Is there anyone like that you can contact?
9	Indigo Wed 4/23/2008 8:19p	What an awful story. My advice is to send this in an email to the Consumerist Blog and then launch what they call an "Executive Email Carpet Bomb" campaign. First Consumerist recommends calling Sears' Executive Customer Service Department. If that doesn't resolve it. Follow this 'escalation' advice: http://consumerist.com/consume...6524.php
10	liveforvacations Wed 4/23/2008 8:37p	You poor thing! Isn't it frustrating when you try to get a problem solved by being polite and you just don't get anywhere! I had a similar experience with my telephone provider and it took me countless phone calls and months to get it resolved so I know how you feel. It never surprises me how poor customer service can be but it is usually a result of poor training and understaffing. I worked in a claims department for many years and although management loved to say that the most important thing was customer service, they never provided the resources for it! We would actually be criticized for spending too much time on a call! Because I was on the receiving end of so much anger, I try to be really patient but I think as long as you complain about the problem and don't personally insult the person, most people in customer service understand. I agee that you should definitely write a letter to corporate Sears and address it to the President. We always suggested that because we would pass along customer's complaints to our managers but they never cared until a complain letter came from the office of the President. Wishing you luck in getting all of this settled to your satisfaction as quickly as possible.

All times are Pacific Time (US)

Note: Information on the discussion boards is sometimes based on rumors or incorrect information and should not be assumed true. Messages do not necessarily reflect the opinion of LaughingPlace.com or its editors.

More messages:

1-10

11-20

21-30

31-37

< Previous Topic

Next Topic >

You must be a registered user to post messages.
Click here to register.
After registration you will automatically be brought back to this topic

Now Playing
The Fundamental Element (Demo)
Robert Sherman / Bedknobs and Broomsticks Movie Soundtrack (Bedknobs and Broomsticks)

What's on
The Latest
LP Guide to Bolt updated
Bolt Across America Cross-Country Journey Culminates at Red Carpet Premiere of "Bolt" 16 week tour visits 32 cities, raising awareness for the movie and for the ASPCA
Beauty and the Beast to be released in 3D in 2010
Disney's New Five-Picture Deal With IMAX to Begin With 'A Christmas Carol'
Buffalo International Film Festival presents a film benefit celebrating Mickey's 80th birthday December 13th
Disney's Hawai'i Project Begins with Ground Blessing
The Lion King to perform as part of 2008 Royal Variety Performance and BBC Radio 2's Friday Night is Music Night
Walt Disney Imagineering Earns Four Thea Awards
Travel Industry Honors Walt Disney Parks and Resorts Chairman Jay Rasulo
The Walt Disney Company Grants $1.5 Million to Reforest Fire-Ravaged Areas in Southern California

Click here for The Latest