Hello Sir,

Miss Margarett Fernandes ( Stores Sears Manager - Natick MA), she does not have an idea on how to talk with customer and hangs up the phone on customer. She was rude and I believe should not be at this crucial job position. Her associate Eric - electronic store manager was courteous enough and was able to communicate with me far better than her superior. I am in constant touch with Eric for last 5 days and he has superb technique to speak with customer. However I am sorry to say that Fernandes should be sacked else she will be responsible to bring the store credits down. Business thrives on customer satisfaction and referenciability.

On top of all, she contradicts her own statement for out of stock model, she said that the Samsung model that I ordered was out of stock while placing order so the order did not took effect, 2) she said your piece that we received was damaged…what should I believe if the order was placed and no tv was there how the TV can get damaged.

The Story - I paid the price in full for UN46C6300 46-Inch 1080p 120 Hz LED HDTV SAMSUNG for $ 999 on BLACKFRIDAY at 6:00 am est. I was suppose to come the very next day to pick up the TV ( Saturday). I went to the store to pick up and the rep Eric told that they do not have it in stock. Thereafter I left and tried reaching the store personnel and no one had the answer so they kept transferring and finally it hunged up. Finally after repeated calls I was able to talk with Eric, and he assured me that he will come up with some solution and get back to me. The solutions that he offered were not acceptable, because either it was downgraded with LCD or with another brand such as panasonic.

He was polite though helpless, so I urged to talk with the store manager and truly what a experience it was, she should be sacked or given humble warning for sure.

My stress is that I had my wife due date on 25th Nov, I some how struggled to get out to get the TV. Luckily she delivered on 4th Dec. I have my baby and we are planning to go back home on Tue Dec 7th, I wish I have the TV before that. However with this kind of pathetic service and slow response I do not feel I will get the TV. The store Manger Miss Margarett Fernandes offers me to either cancel the order, or accept the floor model or to wait on their mercy. She was not able to give me the ETA and suggested that everything is in the hand of manufacturer SAMSUNG. She is not willing to upgrade me with SAMSUNG LED 7000 that she has in stock and is in near match to SAMSUNG LED 6300 in terms of quality, specs and reviews. Finally at the end of the day I am unhappy customer who would rather buy things from best buy and get it. I am planning to sue sears and in talk with my attorney to get some suggestion. If I hear back from Sear's Regional Manager with favorable reply by end of business day tomorrow, I will re-evaluate my decision. However a paying full price of Black Friday deal for brand new TV, I will not accept sears offer of Floor Model, downgrade model or another brand other than Sony.

Customer #: 1405201003693676
Sales Check # 014030266117 and 014030266118
Receipt Date:11/26/2010
Receipt Total: $1062.49

Thanks,

Ritesh Sheth
Implementation Manager