Customer Feedback Discussion Board

Sears Protection Agreement Update

BlueCrewGuyInMA — Sun, 22 Nov 2009 11:50:58 GMT

Keep in mind that the prices are only higher than the "extended warranties" that some retailers offer. If you look at a comparable plan, like Best Buy's "Black Tie" service plan, you'll find that our prices and theirs are incredibly similar. We simply offer far more benefits than the "extended warranties" do, and that vastly increased suite of benefits doesn't come free. If you want a Corvette, you won't pay a Cavalier price for it, but you'll also be getting a Corvette. In other words, you get what you pay for.

Sears Protection Agreement Update

lesvdavis — Sun, 22 Nov 2009 11:34:28 GMT

Excellent post! Sears protection plan on appliances is much more expensive than many on-line and in-store competitors. In addition the Kenmore brand has a higher breakdown rate than many other brands. I would suggest giving a free second year warranty or a very low protection plan on Kenmore appliances to promote sales.

Missoula Sears warranty service

sammen89 — Sun, 22 Nov 2009 08:32:18 GMT

I can comment on the Plasma TV and I'll agree that Sears Service is terribly slow. NOW NOTE THIS.... Sears DOES everything IN OUR POWER to get you products quickly. Technicans are a rare breed these days so Sears usually stretches the few good ones very thin.

Now under the service contract after waiting for quite some time... they WILL get ur product fixed or replaced. Making the $600 a very good investment because of how much money u'd save on parts... its just an investment you wait on.

Sears Protection Agreement Update

sammen89 — Sun, 22 Nov 2009 08:11:54 GMT

Agreed, maybe the $50 gift card doesn't work well... and I'll meet ya on the price adjustment policy w/ PA's.

What a customer should understand ..

sammen89 — Sun, 22 Nov 2009 08:05:37 GMT

I think this topic is amongst the VERY best I've ever seen on www.mysears.com, its a very legitimate question from a customer...

I reciept issue is there... not simply because of automation or our inability to deal with technology.... (despite what our registers look like) Its because the level of data that we would need for COMPLETE storage of every single transaction every processed... (minus Cash transactions) is unrealistic. I'm a computer Science Major and its something I've thought about ... then realized why.

On the + side

JulieK — Sun, 22 Nov 2009 03:14:32 GMT

Thanks for posting, LoveandHate! Glad to hear there was a resolution!

On the + side

worldweary2 — Sun, 22 Nov 2009 02:10:51 GMT

No arguement over here!

Nobody's perfect, and neither are we.

But, with time and improvement, I hope we come close!

On the + side

BlueCrewGuyInMA — Sun, 22 Nov 2009 02:06:23 GMT

Thanks for letting everyone know! We do try to help when something goes wrong, and we all appreciate recognition for a job well done, even when it involves cleaning up messes. :)

Large Appliance Sales

tealover — Sun, 22 Nov 2009 02:05:23 GMT

I just had an uncomfortable and confusing experience buying a washer/dryer. I first went in and spoke with 'Art', who was very helpful. I still had some questions, so I returned a few days later and Art was not there, so I spoke with 'Bob', who was also very helpful. I returned for a third visit and neither Art nor Bob were working, so I spoke with 'Cal' who was very helpful. I spoke equally with all three salesmen and I know they are on commission. When I went in to buy the washer/dryer, I didn't know who to speak with. It just happened that Art was the first one we saw and he made the sale, but Bob and Cal were there also. I felt uncomfortable because Bob and Cal were looking as if I should have asked for them and I was breaking some kind of protocol. I couldn't wait to get out of there.

On the + side

LoveAndHate — Sun, 22 Nov 2009 02:03:24 GMT

A Big + and Thank You to the following people for helping me resolve multiple issues which started with a Yard Tractor purchase:

Sears Exton Sq. Mall, PA - Merchandise Pick-up: Sue M. - issue: Sears.com order w/ gift card

Sears Cares: Tammy W. - issue: Craftsman Club reward

Sears Cares: David V. - issue: Craftsman Club reward

Sears Cares: Claudia - issue: delivery rebate

i now understand peoples complaints

BlueCrewGuyInMA — Sat, 21 Nov 2009 22:17:31 GMT

Your television sounds like one of the ones specifically designed to be user-friendly, so anybody could replace the bulb (an activity that the manufacturer knows will have to be done). To reduce customer costs, they make it easy to change the bulb, eliminating the need for a technician and the time involved in setting up the appointment.

I've called 800 4 MY HOME before. If your product needs parts or repairs, the voice prompts suggests you say "parts and repair." From there, you can say "make an appointment" and you'll get an operator. The voice prompt system is pretty simple if you focus on the choices given. However, trying to do just about anything while frustrated or distracted will lead to further frustration, because attention is being diverted and mistakes become more common. The phone system does work, but it does take a little patience.

i now understand peoples complaints

rayman — Sat, 21 Nov 2009 21:18:07 GMT

Any bad experience sadly looses some trust or respect. While I believe Sears does a good job with service, Sears, or any large business have times when service or quality slips through the cracks. Many people have had mostly good experiences with Sears, while others have had multiple problems. It is really just the luck of the straw you grab, and this is really an issue when someone draws a short straw more the once. That's why in this business, fixing problems is key, because store or product with millions of purchases a year can not guarantee a good experience, but they must fix these problems, and improve to ensure they get continued business from them in the future.

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

i now understand peoples complaints

squeegee — Sat, 21 Nov 2009 04:56:56 GMT

i bought it just before it went zero last year, its a rear projection which ive been told is no longer being made. But i agree that would be something excelent to point out during the sales process, though if you make it look to easy they might not get a careplan for it ;)

i now understand peoples complaints

AdamO — Sat, 21 Nov 2009 02:16:56 GMT

Is the TV still sold in the store?

If so, it would be excellent "practice" for an Electronics Sales Associate demonstrate the door and run through the lamp replacement procedure with you.

This would serve your needs, without a Service call, and give the Sales Associate excellent practice on helping keep Customer goodwill and confidence in the Sears store.

Odessa Sears

Accord06 — Fri, 20 Nov 2009 23:06:53 GMT

I went to visit my local Sears to take a look at the HDTV selections. When an associate offered to help me I asked her questions regarding the HDTVs. She gave me great advice on the TVs and great brands that she recommends. She also explained the Layaway plan Sears offers and I found her advice very helpful and she was very friendly! If you are in the market for electronics then I recommend the Odessa Sears!

i now understand peoples complaints

squeegee — Fri, 20 Nov 2009 18:02:15 GMT

it is just the bulb and i knew they probably wouldnt have it in stock, but it was kinda part of a snow ball of frustration that mainly was due to the way the guy was acting like i was an idiot. And yes its a trap door, but he never mentioned anything about dont touch the bulb, another reason i would not want to do this myself because i dont want to be responsible for breaking the thing, he just was like see theres the trap door do it yourself which i found fairly rude the way he did it

i now understand peoples complaints

AdamO — Fri, 20 Nov 2009 17:09:04 GMT

Did you have to take apart the TV to replace the lamp?

Or, was there a little "trap door" thingy that had only one or two screws needing removal to access?

That would be "changing a light bulb", more than doing a repair.

The important thing is to NOT touch the replacement bulb with your bare fingers.

The oils from your hand can contaminate the lamp and cause it to prematurely fail.

Either a clean paper towel or a pair of clean light fabric work gloves will work nicely.

The bulbs are special order items, that vary between machines.

Repair technicians would not "carry" these items in their little vans, without a specific part having been ordered.

It's good that you followed your TV's light bulb warning message and got a new bulb on order.

i now understand peoples complaints

JulieK — Fri, 20 Nov 2009 15:33:45 GMT

Hey, squeegee-Send a message along to SearsCares. They can at least get some things cleared up with the order claiming the part was already replaced, and do whatever else they can to get this taken care of.