Originally Posted By LVBelle Well, I finally have the paperwork I need to get my new camera! Too bad I can't go get it tonight, it will have to wait until tomorrow or Saturday!
Originally Posted By rtjl72 now, i don't know where you are messaging from, but i am pretty darn sure that it is not from here in the heartland. anyway, my dh called sears to get the riding lawn mower serviced for the summer. duh, he has to speak to somebody in india for this? dd also just bought new appliances at our local sears store. to arrange delivery she had the india folk to talk to. give me a break!! it's bad enough our jobs are shipped over seas, and just a plain old insult when we(clear english speaking folk) are treated as if we are in the wrong because we can't understand the store rep that is half a world away and is fresh out of esl classroom. whew! now i feel a bit better. so anyway. moral of the story is we are all talking to the same call center-far far away. us from here in iowa and you from??? i find that somewhat amazing.
Originally Posted By LVBelle I'm in Vegas, rtj. Well, I finally got my new camera. They couldn't even find the authorization code when I got there but, thankfully, a supervisor was familiar with our story and made sure we got a camera anyway. They didn't sell my model anymore so I ended up with one that's the same brand, it's just newer with more megapixels! So I guess it's a happy ending, though I'm still going to be writing a letter to Sears. I will put in some positive information about the women that helped us last night, though.
Originally Posted By SuperDry ^^^ You'll probably get her in trouble for giving out a replacement camera without an authorization code!
Originally Posted By Mr X Well, not *exactly* a happy ending considering what you went through, but at least you got a replacement in the end! I'm with SD...I hope the person who was actually helpful doesn't get in trouble (no good deed goes unpunished and all that ). What a fiasco!
Originally Posted By EdisYoda That's what happens when they take control away from the individual stores and their management.
Originally Posted By Tinkeroon Your experience is certainly making me think twice about buying anything there again. I used to think they were tops when it came to customers but I guess, judging from what you've been put through, that isn't the case anymore. We've always bought our major kitchen appliances there but I may just rethink that!
Originally Posted By JohnS1 I have a great Sears story. I rarely go there, but once in a while I need a vaccum bag or a tractor belt, etc. So this one time, the gal at the checkout says I'd get 15% off if I started a card. I already had a card but it had expired from lack of use. So I said, sure, start me a card. So when they get to the address part of the form I told her that because of problems with kids, baseball bats and rural mailboxes, I had a PO box in town. But she said she needed a physical address, so I gave her both. I told her to be sure that any letters, bills, etc had to come to my PO box because there was no longer a mailbox at my physical address. Sure enough, she does something wrong and the only way I find out is about a month later when some obnoxious guy from some outfit called HBSC or HSBC or something like that calls and asks why I haven't paind my bill. What bill? I ask him, and he says it should have reached me by now and I hadn't paid it. I assured him I have not received a bill and if I had, I would have paid it. I then told him about the two addresses and guessed that the bill had been sent to the wrong one and was returned as undeliverable. He insisted that whether I received a bill or not, I was obligated to to pay it. How do I know how much to pay, and where do I send the money then? I asked him. You can just go to any Sears store was his reply. I told him that I live out in the country and only go into town every few weeks. He started asking me if I wouldn't make a house payment if I didn't receive a mortgage statement. I replied - I don't know, that's never happened because unlike you guys, they know my correct address. (Note that we're talking about $35 bucks here, not some thousand-dollar amount.) I told the guy that when I get a bill, I will pay it, which didn't seem to please him much. But what an obnoxious guy he was. It makes me wonder if they are on the verge of going under or something, with all this personal followup for a $35 bill! I finally did get a bill at the correct address, three months after I had originally applied for the card.
Originally Posted By sun-n-fun Years ago the same type of thing happened with a VCR at Sears. I haven't bought anything from them since!!
Originally Posted By knightnfrees This had been the week of hell for me from Sears. I ordered a Television online and cancelled it a few hours later. At least I thought it was cancelled. I call their fraud department 3 times and each time they told me a different answer..."It takes 2 hours to process"...It takes 2-3 days to process"..."Yes, we have it marked as cancelled" I check my account, the charge is still there. I get a call yesterday saying that my TV is ready to pickup. Something is not right. I decide to call the customer service number and they have no record of the order being cancelled!! Ironically, The Fraud depaprtment LIED to me. Three times. She said I had two options, I could either go down to the store and cancel it which would take 5 days to process, or cancel over the phone and it can take up to 15 days to credit my account! Oy! Needless to say, I'm a bit frustrated with their call center right now.
Originally Posted By utahjosh I tried to purchase a mattress from Sears last weekend. Wasted at least 2 hours online, on the phone, and in a store. I still wasn't able to get the mattress I wanted for the price advertised. DEATH TO SEARS!!
Originally Posted By LVBelle Oh knightnfrees, I so totally understand, I've been there. Their call center is awful. I swear, I got so sick of people telling me they were sorry for the inconvenience and asking if there was anything else they could do to help. And, utahjosh, you should be happy you didn't buy anything from there, it's not worth the hassle of dealing with them!
Originally Posted By JohnS1 At least you're secure in knowing that you can always just leave Sears and go use their credit card at K-Mart! Oh wait, that's not any better...
Originally Posted By ShivaThDestroyer Tinkeroon and I had a very pleasant experience with our local Sears Outlet. We went there last night looking for a replacement for our 3½ year old dishwasher (developed a loud noise a couple of weeks ago). The sales personnel were extremely nice and quite helpful but couldn't answer one of our questions. At that point, the owner comes out to help. He asks us how old our current unit is and what kind of noise it's making. We tell him that it sounds like a bearing noise, he then asks if we will be home later in the evening and that if it is OK he will drop by our house after the store closes for the day. The store closes at 8:00 and he is at our front door a few minutes later. He inspects the dishwasher and determines that it is the wash & drain motor. He also states that we had purchased a higher end unit and that be believed that the factory warranty on parts was longer than normal. We show him our receipt with date of purchase and the owners manual and sure enough, the motor is covered for up to 5 years. He writes down a # and tells us to call and what to say, then leaves. He also gives us his personal cell # and asks us to call him if we have any problems, he didn't even charge us a dime. Here's the kicker, we hadn't even bought the dishwasher from his store! In spite of Sears' corporate snafus and current policies it's great to know that they still have some good people.
Originally Posted By gottaluvdavillains I have to agree with you Shiva - we had a compressor problem with our large freezer - Still under warrenty and fixed quickly - same with our Dishwasher quickly fixed when the electronic features all went out so we had no controls. It seems that the repair people are still good - it's just the paperpushers and callcenters that are difficult to deal with.
