Miscellaneous Discussions

BlueCrewGuyInVA said…

I don't use CR and I never will.  As a consumer myself I like to thoroughly evauluate the feature-benefit balance myself and the advice from the sales associate.

As a salesman when I see someone who comes in with CR it means they need guidance, as Blue said, which is something the sales team delivers.   When a customer discribes a need and I find a product to fill it properly then they say "But CR did not rate it so i won't buy it" and instead buy something that CR rated but doesn't fit their needs, I feel like I didn't do my job.  People feel insecure about spending money and CR gives them some sort of security because it has a name.  The thing with CR is it doesn't stand behind the products it rates, but Sears stands behind the products it sells.

Another thing is customers feel that the sales associates are often out to "get them."   Sales associates are paid commission (at least in my store), yes, but on any product you buy.  It is in their best interest to recommend a product best for the customer because you have a 90 day return policy on your side, and if you return it, they don't get the commission!

In my opinion, the most important buying guide you can have is a Sears Blue Crew member and CR is a second best option.

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BlueCrewGuyInVA,

It's interesting you mentioned the part about the customer being able to return product within 90 days.  One store in particular (in my area) has been notorious for turning customers away who are attempting to return items less than 90 days after purchase because they are dissatisfied or the item has a defect.  When the latter happens, this store tells the customer that they need to call service instead.

Please help me understand.  Is this true, or is this a ploy to keep the sales associates from losing their commission?  I have trouble determining which one it is because I run into plenty of service calls where, in some instances, the customer tells me (very unhappily) "I tried to take it back to the store but they turned me away and told me to call service."  In other instances I see plenty of returned product in this store's PMT needing repair.

It seems that there is an inconsistency in how this store deals with its customers when they return defective merchandise.

If I can jump in, there are two kinds of situations: the kind where asking some questions, and/or having a technician give it a look may quickly and easily solve the problem, and the kind where a replacement/exchange/return is in order.

The first kind is common. Someone buys something and it's a different technology than they're used to, and we troubleshoot to figure out the problem. It might be that they're doing something wrong, or it might be that it just wasn't set up 100% properly, or there migiht be an issue with the home itself that causes the product to behave oddly. Trying to get to the root of the issue helps the customer find a satisfactory resolution, because it could be that the same problem will arise no matter how many different models they try. Saving them the trouble by identifying root causes is always good practice.

Also, sometimes there's a tiny adjustment that can be made, that the customer isn't aware of, that can solve a seemingly huge problem. In such a case, having that adjustment made is usually much easier and more convenient than exchanging or, as most people do, starting their appliance search from scratch (I've never understood the rationale behind writing off an entire product/brand as a result of receiving one of the rare duds at random, as your chances are always about the same for receiving a dud no matter what brand/model you choose).

The latter, however, is a problem that should be addressed. If the product is genuinely giving the customer a problem, and a technician has taken a look at it, and there's nothing to do but return it, then return it. You can always offer to exchange it or help them find something more suitable (of course, human nature being what it is, they'll most likely burn that bridge rather than standing up to the superstitious belief that it's the store/salesperson/etc. that caused the problem rather than some faceless manufacturing company...though the rare ones do return and end up being happy with a new appliance, be it an exchange or a different model).

If associates are just trying to force customers into keeping products to avoid losing commission, that's bad behavior and should be addressed. While we must act as triage for the problems facing our customers, we must also not become the problem facing our customers. Our job is to lead our customers to products that will satisfy them, not to lead them to products that will satisfy our wallets. That's a short-sighted strategy that leads ultimately to failure.

BlueCrewGuyinMA,

Perfectly put, you're me hero.  : )

You always know exactly what to say in any situation.  Your post actually breaks down how to better explain to a customer that wants to return because they are unsatisfied and don't understand why we recommend having the appliance looked at first.  Unfortunately, I'm sure that there are associates out there that want to save a buck and try to finangle their way out of returning the appliance- but what good comes out of NOT helping the customer?  We are here to make customers for life and every good associate knows that!

My fellow BCG is right, we have to address each situation individually.

An example of situation A is when Miss Customer bought a new refrigerator and is complaining that the water from the dispenser is disgusting.  We want to make sure they have run the specified amount of water through the dispenser (for multiple reasons) and that she did not just have it hooked up and started drinking right away.  In which case we discuss the situation with them, and if it is something we cant immediately resolve we usually get service involved as Rapid Resolution is an amazing service that Sears offers that many people aren't even aware of!

Example of Situation B is Mr. and Mrs. Customer bought a new conventional washer and dryer and the washer is pouring hot water in when set to cold and cold water in when set to hot.  This is a situation where we often will get a replacement out to them.

Now if Mr. customer comes in and wants a dishwasher that can scrub his casseroles dishes clean and gets a dishwasher without turbo-zone and his dishes aren't clean and he wants to get one with, that would be a situation where the associate could lose his/her commission because they recommended a product that did not fill the needs of the customer properly.  Of course there are lots of other extenuating circumstances but in the end its about selling Solutions, not product, that creates customers for life. Every associate should know this.

nicetry said…

Hello

FYI

Sears sells "Protection Agreements". Contracts usually cannot be broken without a monetary penalty if at all, therefore the word agreement is key word when explaining your protection agreements versus a service contract.

Costco and American Express give one year extra on purchases, but you need to inform any folks who mention this that the mfg limited warranty, is just that a limited warranty and much much different on what Sears offers to the client many other Value Added items...

Lowes and HomeDepot offer their versions but they "kick-in" after the mfg expires (1 year) you can counter with its limited warranty and Sears covers from day one-"the normal wear and tear" feature usually turns folks to Sears side.

 

the biggest hurdle is when you mention the limited warranty by the manufacturer, well when its Kenmore produxct, it falls into the same category as GE or Whirlpool and others. So care must be taken not to "bash" the mfg limited warranty as Kenmore is Sears - Sears is Knemore in the appliance world, but Sears compliments the mfg warranty "in addtion too factor" yu can use as convincing tool also.

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Again with the wrong info...HD warranties start from day 1 AND cover normal wear and tear AND offer surge protection AND food loss AND cost a lot less.

HD's plans do not start from day 1. They start the day after the manufacturer's warranty expires. They sell 2-year and 4-year plans. From HD's extended service plan contract:

Except for certain Pick-up and Delivery benefits described in Section 5, Our coverage commences upon expiration of the MFR's labor warranty and extends for the term purchased.

And from HD's site:

At The Home Depot, you'll find top-quality appliances that are built to last. But even the best appliance can succumb to the rigors of everyday use. We offer Extended Service Plans for your peace of mind beyond the manufacturer's standard warranty.

• Includes coverage beyond the expiration of the manufacturer's warranty
• Covers 100% of the parts and labor for mechanical and electrical failures
• Includes failure due to normal wear and tear
• Power surge coverage
• Food spoilage protection up to $300 for refrigerators and freezers
• No deductibles and no hidden fees
• If we can't fix it, we'll replace it!
• Transferrable at no charge

The food spoilage is $300 over the term of the plan. If they replace the product, the plan ends (replacement products only have a 90 day warranty). If repairs cost more than the purchase price of the product, the obligations of the plan are considered fulfilled (i.e., the plan ends). It only covers functional repairs. There are no preventive maintenance checks. The service is coordinated by a warranty company somewhere in the midwest. You need to keep all your receipts and paperwork to be able to get service. You have to register the plan by a certain date to actually be able to use the plan. Call centers are open less-than-convenient times (weekdays only, and it's only open until around 5pm Mountain time if I remember correctly). Any problems with the service received go through the warranty company. There is nobody you can speak to face-to-face if you have a problem. If you want to transfer the plan, or move, you have to write a letter to the warranty company notifying them of the change. If you choose to cancel after the first 90 days, deductions are taken for any and all services rendered, and it is prorated from that date.

Compare to Sears Master Protection Agreement:

• $250 annual food loss coverage
• Begins on day 1
• Runs for full term of agreement, even if product is replaced
• Unlimited service calls/repairs
• Functional repairs and up to 3 years of cosmetic defect coverage
• Annual preventive maintenance checks at your request (value: $150 each)
• All services are provided by Sears
• You don't need any of your receipts or paperwork to receive service under the protection agreement
• No registration required - it's automatic
• Call centers are open longer, and every day
• If there are service issues, you can speak to your local Sears manager (or this site)
• To transfer, simply give the item and receipt to the new owner
• If you move, they can change the information when/if you call for service
• If you choose to cancel during the first year (or until the end of the manufacturer's full warranty), you receive a 100% refund. After that, it is prorated with no deductions for anything (even if you've had the product replaced)

So, yeah, HD's plan costs less. Mainly because you get a lot less. Without knowing what you're getting versus what you're missing, you're not able to make an informed decision. That's why we aren't afraid to say what other companies offer. That, and we know that we're offering a superior suite of services and benefits.

Again, you mis-represent.  buy a 4 yr ESP and you get a TOTAL of 5 years coverage.  Wich includes FROM THE FIRST DAY things that were not covered before...like food loss and electrical surges and wear and tear.  There is no registration requred (for all delivered products)  If the item is purchased from store stock from the front end then you must register.    You do not need the reciept for service (stop lying)....remember I sold PAs for almost 20 years and know ALL of the bullet points by heart.  Including how to imply and scare customers into thinking that ESPs are some fly by nite company that wont be there for you.(compared to HD with its 2000+stores and growing Sears is the company that is on a downhill slide.)..its BS and you know it.  I know you are a Sears cheerleader and I was one for a long time.  But my eyes have been opened and I see Sears for what it is.....a dying old grand American icon that beats and threatens its emps to death over PA's CSATS and every other metric you cant think of.  NO warranty is worth 4.5 times the purchase price of another.  Say HD replaces a lemon refer after 3 years and the contract is concluded.  The customer is then offered another ESP that costs 69 or 99$.....you STILL have only spent $200 vs $450 on a french door refer.  If the item has to replaced again then you have a really bad product (like LG refers)...how many Trios have had the door seal replaced because of the terrible design that makes the door gaskest rub instead if the Maytag GE/Samsung flip gasket?????  PM checks are mostly a joke.....Sears used to send us out on PM service calls to see what the tech actually does......the techs joked about what a waste of time it is......newer appliances have very few parts that need service or that can be serviced without dis-mantling the unit (wich the tech will not do on a PM check)  Tell me what moving part on a smooth top elec range that needs servicing on a regular basis???

Consumer Reports is wrong about ESPs...they are worth it if they are cheap enough...they say that the cost of a service call is cheaper than the contract...they are correct about Sears PA's but not ESP's ($99 on every product we sell..EVERY product.)

It is your job to present your product in a positive light....just have the guts not to lie about the competition.

All the information I gave can be seen at http://www.homedepot.com/hdus/en_US/DTCCOM/HomePage/Superfeatures/Services/Extended_Service_Plan/Docs/ESP_Brochure0907.pdf .

Anybody who takes the time will see that what I've said is true. For instance, #3 on the page 1 says that the plan begins upon expiration of the manufacturer's labor warranty. No services or benefits from the plan will be provided until that time. It's pretty explicit and simply worded. There's no misrepresentation. I've got no problem being shown to be wrong, and I wish you luck in your endeavor, as you seem rather passionate about it.

It does not cover anything the factory warranty covers in the first year.  Anything that is not covered by the factory warranty and is covered by the ESP is covered.

So with the ESP you use the factory service for the first year then the ESP service for the rest of the contract.  Not a bad deal for $99.99. 

Hey, Guys.  Can we please call a truce on this subject?  You both have made your points, and we now, as a community, can see there are differences in the plans. 

Thanks!

If I may...I had worked for Sears for 8 years.  Then HD for 1 1/2 years.  Currently with Kmart, which is (ironically) across the street from HD.  There are MAJOR differences between the HD esp and the Sears mpa.

1. preventative maintenance.

2. food loss

3. AND THE BIG ONE!  you know who's going to service it.  With HD, you could end up with A & E, you could end up with Joe Blow From Idaho, who may or may not be "factory trained".  ALL the Sears technitians are factory trained.  And, good luck getting service on LG products at HD, as (at least in my area) there is NO ONE willing to work on them. 

The Sears site has an Ultimate Tractor Experience module that helps Customers in the market for a Craftsman tractor, pickout the their Ultimate tractor.

I was a little nervous when I ran my tractor needs through the automated Discovery engine.

But, when I clicked on "in California" my Champagne-Gold beauty popped right up!

Yes!

The wife and I made the correct decision, with the Lawn and Garden Store Sales Associate's help in getting the Ultimate tractor - for me.

:)

Umm...

I did not refer to Consumer Reports.

I've held a CR magazine subsciption for over 30 years now and yes I tend to buy what the say is the best or as close to what I can afford, and yes the do have or had competion  from  another call Consumer Times or something like that,it wasn't as good as CR,and they had ads in their mag. but it was competion.I really like their backpage and their recall sections,and CR's auto mag is the best.

Warranties and such aside... earlier in the mowing season, I had a customer come in looking for a particular walk-behind mower.  He had done all of his homework through CR.  He had the model number and everything.  He flat-out told me he wanted "model number whatever."  I thought, "easy enough!"

No.  It turns out that CR rated a mower that was never sold... it was pulled and never available before the season began.

Good work, CR.  Good work.

I wonder if the store could subscribe to CS and let the Appliance and Tool Sales Associate "share" a copy in the Break Room?

It would be right handy to have the tool, that a lot of Customers use to make buying decisions.

I find many a CR top rated appliance are rated terriblle by the actual consumer. I check the consumer review tab. I find so many consumers mad at CR, as they used the best rated to make their purchase, only to find they were very unhappy with the product. I try to use Cr and then look for real consumer ratings.

Are the "real" consumer ratings actally real? That's another can of worms.

"are the real customer ratings actually real?"

Yes, yes they are.  But like with anything, you have to take it with a grain of salt.

Just because my Mom likes Toyotas, doesn't mean I do (or have to).

I used to have a subscription to CR. Years ago, I bought a Hotpoint refrigerator that they rated as a "best buy". The thing gave me nothing but problems. when my subscription ran out, they kept calling me to renew.......to make a long story short, I told them to take a long walk off a short pier. That's not to say they are sometimes right. But to think they are infalliable is foolish.