I like to file a serious complaint about Sears’ service.
Here are the events in chronicle order:
01/18/2010: I dropped the “Black & Decker” Lawn Mow at Cupertino Store for repair. The ticket# is 1288966, and the unit# is 1468; the associates initial is AD
02/02/2010: I received the “Status Update” mail from Sears Parts & Repair Services. That mail dated 2/01/2010 and asked me to call 1-800-469-4663 to authorize the repair
02/02/201 – 02/05/2010: more than 2 phone messages from Sears 1-800-469-4663, asked me to call back
02/05/2010: I called 1-800-469-4663; the lady who answered my phone call couldn’t find the units. She asked me to hold for more than 20 minutes, then, asked me to call 408-999-6000.
02/05/2010: I called 408-999-6000; the person didn’t know how to help me. Asked me to check with Cupertino store
02/05/2010: I went to Cupertino store with my wife around 4:00PM. Garik, who took my service call, asked his manager, Michel, to help my case. Michael checked my paperwork, and made a few calls. No result from his calls. He asked me to wait for more than 1 hour and 30 minutes. Later, I told him that I had to leave and asked him to give me call if you he finds my lawn mow. He promised me to call me for any update
02/15/2010: Another phone messages from 1-800-469-4663asking me to call back.
02/15/2010: Cathy (05250), who answered my call, couldn’t find the unit and didn’t know what the issue is. She asked me to contact the local store.
02/15/2010: My daughter Called 916-648-2442, they told my daughter that the unit to be at Cupertino store in 1-2 days; they will call me if they receive the unit
I didn’t receive any call since 2/15.
This is very poor service, it shows how poor the Sears organization is, No one knows what is going on, there is no tracking system inside Sears for the unit that received at Sears store.
My Damages caused by the poor service: (i) I spent time in calling and time waiting for the service (ii) that delayed the time to mow the law (iii) bad image about Sears