We purchased a Sony HDTV on 03May09. By August the picture had degraded to such an extent that it was almost impossible to see what was showing. On 24Aug09 we took the TV to Sears. On 24Aug09, Walt, working for a 3rd party contractor, Telesonic here in Cheyenne, came out, looked at TV, made a few simple inquiries such as is it always that way as when playing a DVD and was told all the time, even when the boys are playing video games. He said that he needed to order a part. On 10Sep09, he returned with a part and said that Sony would not provide a panel. The part did not improve the quality of the picture; TV reception went to zero. On 21Sep09, Sears repair service (From Ft. Collins, CO) came, used a mini-computer or other device, decided that other parts needed to be ordered, printed out a small receipt from their pocket printer, said that Walt from Telesonic had set the TV to cable in lieu of antenna, reset the TV to antenna, and left.
During the ensuing weeks, sears, telephone (800) 469-4663 called more than 2 dozen times. They would make an appointment for the repair people to return, then call later the same day or the next day and cancel the appointment. They would call and ask if we received the parts. When I told them, "No, we did not receive the parts" they said they would have to cancel the appontment until we did receive the parts. I told them that the repair people said the parts would be sent to their shop, but the telephone people insisted that nothing could be done until we received the parts.
Finally, they rescheduled an apointment for 0800 - 1200 hours on M02Nov09. At 1831 hours on W28Oct09, an automatic phone message informed us that they were to come today, Th29Oct09, between 0800 - 1200 hours. We called the 800 number (above) and told that we could not have our scheduled apointment on 02Nov09 and insisted that we must have the appointment today. We figured that meant that Sears had no intention of doing anything, as we had heavy snow and wind yesterday with I-80 west being closed. The snow and winds continue today, and both I-80 north and south and I-25 east and west are closed, schools, the military base and just about everything else is closed. Sears knew that we were in the middle of a blizzard, yet they canceled our appointment for 02Nov09 and rescheduled the appointment for today in the middle of a blizzard.
This morning my wife called again to inquire about possible repairs, talked to a Julia who claimed that UPS delivered the TV repair parts to our house on 13Oct09 and that someone at our house had signed for the parts and that we were liable for the parts. My wife insisted that no one in our house had signed for the parts and Julia then insisted that one of our neighbors must have signed for the parts and said we needed to check with our neighbors to see if they had the parts (in the middle of a blizzard!!!). Julia finally gave my wife the tracking numbers (2) and my wife called UPS, who informed her that yes, the parts had been delivered TO THE REPAIR SHOP!!!
Doesn't Sears have even one competent person working for them?
Don't their telephone people need to take some sort of training in customer relations? Rude, crude, lying behaviour is not appropriate telephone relations.
Our TV has now been out for more than 3 months; we have been trying to obtain repairs since 24Aug09. Can some one help us get our repairs?
At present, they have re-re-re-re-scheduled the repair appointment for 12Nov09, but we have no faith that they will even show up...