Customer Feedback Discussion Board

Delivery and installation

Babiloo — Sat, 21 Nov 2009 07:54:11 GMT

A follow up to my privious post.. So today, the installer finally showed up but not before I called 2 times!! The installer, a very rude, very insensitive guy took a look at my water heater and decided that it would cost me an extra $450.00 and I refused, called his manager who gave me a break and agreed to do his job for $225.00... The whole think took 1 hour and he was going to charge me $450.00 for an hour of work not counting the $279.00 I was already charged... Anyway this has been a very frustrating process and here in front of all you people, I promise that I will never ever shop at Sears again and will never, ever call an installer from sears...I will also advise all my friends and family members to stay as far as possible from Sears...

What a customer should understand ..

Mcbsmith — Sat, 21 Nov 2009 06:48:59 GMT

I can't believe that this is all that anyone can offer. I really want to undersatnd everything possible from your point of view so taht I can have the best chance of a great experience on a consistent basis.

Thanks

As a Customer: What can I expect from you?

Mcbsmith — Fri, 20 Nov 2009 05:57:22 GMT

No tripe, no gas, no hype, no party line! Really read the whole post here. Talk about what is true for you.

We all have experience on both sides of the cash register. Some are fun, too many are not fun or not good. I would like to put the fun back into my dealings with people when I buy things. I don't want to overpay, I don't want you to go out of business so underpaying isn't helpful. I would always love to get more than I paid for, but I am trying to stay real.

What can I really expect from you in our dealings? I am coming to you so that I can get something accomplished or a problem solved or both. What do you want me to count on you for?

I would really appreciate it if the people who read this would respond. I would like a lot of views no matter how many times they might seem to say the same thing. I notice there are a lot "views" and much fewer "posts". Chime in folks. I am a customer and I really want to know. I also want people that don't normally post - to post.

There is another conversational post that asks you to tell me what I should understand about you as a seller. Speak to that as well.

I promise I will make a seperate post to talk about what I "want" to count on you for and you can weigh and set me straight. So for now, tell me what you think I should be able to count on?

And the BIG one ... what should I do when what I was counting on you for - didn't happen?

It isn't the mistake, it's the response it gets.

Mcbsmith — Fri, 20 Nov 2009 02:11:00 GMT

Thanks for that comment. It is absolutely true. I am simply viewing this from my own views as a customer. If I were a shareholder, my views would differ, if I were an employee, my views would differ.

But this conversation goes much further because I have my own business and I know the position of the "company" extremely well. In having this conversation, I am purely in the stance of the customer and it will help me on a number of fronts. One is that I know that my investors and my company don't do too well if I don't have customers. Another thing is that as a customer I may have well formed expectations or ill formed expectations. Addressing the expectations is the real order of the hour.

The questions you raise here that are interesting to me go along the lines of: What do I need to understand about the company in order to buy from them? What does the company need to understand about me in order to sell me things over time? It is easy to make one sale, but the costs and efficiencies improve a lot if you can make many sales to me over time.

Do you think the positions are mutually excluding?

So a great question that I will post in another discussion has to do with what customers should understand.

appreciate your taking the time to read and respond.

Craftsman snow thrower head lamp

JulieK — Wed, 18 Nov 2009 19:48:20 GMT

Hi cowman-Welcome to MySears! Have you tried www.searspartsdirect.com? They should have that head lamp. If you have trouble finding it on the site, those customer service representatives are helpful and responsive.