MPA misrepresented

If you knew the salesperson was false in his statements did you correct him? If not, why? Aren't you just perpetuating the problem then?

I'm honestly not even sure what you're talking about? The discrepancy between him saying three repairs and the contract saying four? The contract states "We will, at your request, replace the product(s) covered by this MPA in the event of four (4) or more separate product failures, as determined by us, due to a defect in parts or workmanship within and continuous twelve (12) month period that the product(s) are covered. Product failures for these purposes must include replacement of a functional, non-expendable part, and do not include preventative maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer's product recall." That clearly mentions a part replacement.

If the sales person mis-represented the MPA, that doesn't necessarily mean a problem with Sears as a whole, but unethical salespeople. Did you fill out your searsfeedback.com survey about the purchase or bring it up to store management? Those surverys are taken very seriously. If that came up in a survey for an associate at my store, there would be a severe warning. If it happened more then once and was an obvious pattern, that person would be written up, no doubt.

I did not correct him.

Why? Since you're asking, "that is not my job".

Am I perpetuating the problem? First of all, you folks hardly aknowledge any problem exists. Secondly, in this case, I have no problem at this time. The "problem" exists if and when a customer needs service and has taken a sales rep at their word. As I stated before that even in writing in the owners manual, the MPA is not clear.

I have not yet completed the survey. I will soon.

The point of the post is not meant to be a virtual courtroom for you accusations and arguments.

The point is to educate would be consumers, SearsCares or others viewing the threads that the potential for frustration and confusion exists unless people are properly educated in both sides for purchase and sales.

A person shouldn't have to be a lawyer to figure out a covered purchase and know exactly what is provided in an agreement.

I'm sorry you're not sure exactly what I'm talking about. I can't possibly type any slower. 

not a problem with sears as a whole? if the salesman is wrong, then his manager is wrong for not training hom properly, if the manager is wrong then the district manager is wrong for not training him properly, ect...  this goes all the way to corporate who decides how employees are trained.  so i'm gonna say it is a problem with sears as a whole.

Why must you take everything I say so aggressively? I just AGREED with you.

I know it's not your job to correct him. But you go on to say that the point is to educate consumers about the frustration and confusion of people not being properly educated in both sides for purchases and sales. You had (and still have when you fill out the survey) an opportunity to help correct the problem. That's all I was saying.

I don't know how me suggesting that you do something which could bring disciplinary action against an associate is accusatory or argumentative. I thought I was being helpful.

Sorry.

You can train someone to the utmost Doc, but when they get out on the floor, if they want to say whatever they can to make a sale, who's to stop them?

Do you suggest that every salesperson be monitered by someone at all times? That would be ridiculous.

OR, in situations where a salesperson is being unethical, you could use the methods I just described to bring attention to the problem. Then the manager can discipline the associate. Seems pretty darned reasonable to me. Either a) perform how we taught you to, or b) you're fired.

Man... and you two accuse me of making inflamatory comments or otherwise trying to start arguments.

Objection, argumentative!

Objection overruled!

I'm just saying, what are the chances this was another "isolated" case.

I will complete the survey, I'm not trying to get anyone fired.

Just fired-up.

Just to keep you updated, I've recently completed the survey on my recent purchase. I'll keep posting if there are any developments of interest.

Just to be clear, I don't want to see the guy get fired but, any associate who ever has a remote chance of selling a MPA, should be educated on exactly what is covered and when. Also, let the customer know what the chance of waiting for service could be. This information along with a realistic time frame that may be in store after the sale, should be communicated to buyers.

58 views  7 posts.

I just thought I would post to bring this back to the top of the rotation.

So... The sales person should warn the customer about another branch of the company not meeting schedules or making follow up status calls, as part of the sales presentation?

Umm...

Maybe.

The SERVICE folks could do better?

You are basically saying the Sales people should take responsibility for the Service Organization's methods and resources...

The sales people already have to almost READ portions of the owner's manuals to customers, called 3 or 5 minute drills, during the sale to help stave off the returns of equipment that have NOT been properly assembled, run, or maintained. 

exactly the entire picture... even that the average wait for a repair from start to finish takes about a month. (youve defended that yourself)

I don't know why this point needs to be argued. One only needs to read the content of these threads to find associates contradicting one anothers' posts. It becomes apparent that even some Sears associates aren't familiar enough with these agreements to prevent misrepresenting them, deliberate or otherwise. Have we not been clear with discrepancy's between parts (same or any functional) that may need replacement 3 or 4 times before the lemon clause takes effect at the customers request.

BCG in MA has been among the few associates that seem to have the facts straight about the different agreements available. His input being fairly accurate the majority of times often only lacks in an understanding of the frustration the customer goes through attempting to deal with recurring issues with machines or MPA's.

The recent issue wasn't so much wanting the salesman to educate me on delays I may or may not experience with service. The problem I had was the matter of fact statement that 3 part failures gets me a new fridge with the no-lemon guarantee. When my reply was "really"? He added "Oh yes you even get $250 for food loss". Can you not see where this may be misleading? Based on my  past experiences, it's an outright lie.

Even the owners manual misleads the buyer, "four or more product failures in a twelve month period". So if a part fails, is rebuilt several times and not replaced, I guess I'm just out of luck. Where is the part replacement statement here?

I'm sorry but I stand on my original post: (Misleading) Look up the meaning!   

I don't argue that it happens. I know that it happens. I've said that before and I'll say it again... Some associates are unethical and some associates need to refresh their training.

My argument is that some people present the problem as if it's systemic and intentional, which it's not.

In all, I think you and me see eye to eye on a lot of things.

It is systemic. If it weren't, these threads would be empty. Intentional? I agree with you here that it may not always be so. There is some evidence in my cases and  even in past threads that show quite a bit of denial when an issue comes up. The intentional cover-up or deflection of responsibility for claims has certainly happened several times, firsthand on different machines to me. 

If my owners manual says four failures I'm sure it's not deliberately printed in mine only. That would lend to it being systemic. That along with the sales call I took from MPA sales in December that quoted many of the same things I've mentioned here to be less than straightforward.

the thing is that those who are not getting what they paid for are going to speak up, and those selling the product are going to defend it in order to support sales.

Its merely marketing in my estimation.  I dont say a MPA is bad, I just use my own criteria for purchase. one of those criteria is cost porportionality.  Having just bought a ford product, I can see that ford really expects its product to perform well just by the price of 5 year coverage.

When I see the price for an  agreement of 50% of the televesion cost, I see that it is not expected to perform well no matter what the reality is.

Those selling will always defend, those receiving whom have gotten less then they bargined for will not. More than likely those that have had a good experience will tell their neighbor but not make any specific effort to post it here.

You are correct sir! I have to say that even though I've had several issues with MPA contracts living up to the hype, I would have been worse off without them. Unless I had been disciplined enough to take the money I spent over the years on the MPA's new and renewed, and re-invested that money in a new appliance fund, the only people that would be complaining would be the out of work repairmen. As for my investment in the MPA's, call it my contribution to job security.

If you have the TIME to post over 200 times HERE (pot calling the kettle...) then you must SEEM to feel the need to correct a "wrong".

You can do it verbally at the store too, in order to informally straighten out a sales associate who hasn't fully read the wording of the MPA brochure, that people are HANDED when they buy the thing or just to look over, as part of the sales routine.

Ya know, when you order that pretty new car, it may take a month or so to get one with all the options and the color you've specified.

Would you be buying TIRES with that car purchase?

We got someone separate, in the office, who'll give you the extended warranty service agreement talk (true story)...

Thank you for coming to Down-home Friendly Neighborhood motors.

Almost forgot to warn you, maintenance, repair and GASOLINE is NOT free with this vee-hicle.

You mean like that?

Let's say for arguments sake I may have purchased a maintenance agreement with my car. I would expect to have to take the vehicle in for work. I don't think I've ever asked for anything free except a dryer, which must have been unrealistic. Seriously, I want what I pay for. 

I don't remember asking Sears to pay my water bill or for my detergent and fabric softener.

What I am asking for is the outstanding value the MPA promises, and I did purchase and maintain over the years to actually deliver, without having to fight for it and/or wait 3 weeks for someone to show up and tell me they'll come back in another couple weeks when the back-ordered part shows up. Remember, no rental reimbursement under my circumstances.

You make it a point to find any excuse to show Sears is improving every day and frankly, you end up making less sense with your slanted views.

As far as writing a wrong, like I've been told by a SearsCares rep, "we can't do anything for what has happened in the past, only try to make a better experience in the future" I couldn't agree more. Nothing will take away what has happened for either party. But, if feedback is so important, I will continue to find the time to be the kettle. 

I think you failed to mention that the auto protection is 1/30 yes that one thirtyith of the sales price.  Seems the auto manufactures have faith in their products to perfrom, and dont forget the one day service to boot.

Yes, a more reasonable price/value to be sure.

Let me add another thing AO brings up. I could have asked for a more accurate description of the MPA at the store. I didn't need it, I'm well aware of what is promised and stated in writing. I'm also aware of how and when service is actually delivered. I also believe the salesman was well aware of what he was misrepresenting and rather than argue the finer points at the register, I decided to share the entire experience with the large number of associates and consumers I can reach here.

I did complete the survey. I received a call from that phone bank to confirm the experience will be "shared" with the department manager at the Burlington MA store during a training meeting. Is that not one of the methods you folks use to improve every day?

Just doing my part to help.

AO, Keep up posting the thoughts racing through your head though. Your just trying to help too, right?