Comments on: Sears Makes Good Despite the Fine Print

By: Bob

Bob — Sun, 21 Feb 2010 14:34:48 +0000

I work for Sears (at a delivery warehouse) and although we’re not supposed to be involved in the customer service aspect of the
business we do get many service related calls routed to us. I’ll tell you this, we work our behinds off attempting to fix customer
issues. Trust me, you people that shop at Sears are VERY important to us. Our customer service business (like many companies)
is now located in the Philipines and let me tell you, we get very frustrated dealing with issues that our so called “CS Pros”
are supposed to fix and they have no clue. You may not get satisfaction from our customer service team, if not elevate it.
I’m not saying contact corporate like Edgar did but be persistent. It’s constantly re-iterated to us how important our customers
are.
Quite honestly nothing makes me happier at work than when I’ve assisted a customer whose issues are solved….
Thnaks Edgar for a positive story.

By: thezak

thezak — Thu, 18 Feb 2010 12:51:21 +0000

The display on a Sears Kenmore Microwave Oven from the Cambridge Massachusetts store didn’t display during heating. The door on the another Kenmore Microwave Oven jiggled. Sears offered another Kenmore Microwave Oven, a different model, that had a dent. Sears sent another Kenmore Microwave Oven then picked it up. It had a loose part inside the base and when turned on it didn’t heat. Sears handled each exchange as routine. To be continued!…

By: Bags

Bags — Tue, 16 Feb 2010 08:08:21 +0000

While I have to say I’m glad with the outcome you received, I wouldn’t say this is remarkable customer service if you had to email an executive to accomplish what you did. Remarkable customer service would have been Sears customer service representatives doing this from the start knowing that they have much to gain from a satisfied customer who has the potential to bring future business to their store.

By: Rick

Rick — Tue, 16 Feb 2010 00:53:56 +0000

Sears is great for replacing stuff. I had a chain saw with a problem and they just handed me another one. Said they’d fix the old one and discount it. When they say lifetime replacement on tools they mean it. I’ve never really had a problem with Kenmore appliances and now they carry just about all brands. They’ll match prices.

By: John P

John P — Mon, 15 Feb 2010 21:02:29 +0000

I too had a positive experience with Sears. Several years ago I bought a new range. The oven door did not close properly. It left a gap at the top. Sears service department made several trips to adjust the door, all to no avail. Finally the technician installed new hinges, which she said had been redesigned. That fixed the closing of the door. Sears made all the trips (the service center is 30 miles away) and made the correction without a complaint. I was quite impressed.