Sears Phone Service

Hi there, EMy1C-Welcome to MySears!  Your feedback and thoughts on how Sears can improve are important and appreciated on the site!  Thanks for letting us know your input.

Did you have an issue that you think SearsCares might be able to assist with?  Just let us know-they are here to help!

You will ALWAYS find more negative reviews at this kind of board, than positive reviews to balance out the negatives.

It's pretty much human nature.

I disagree all one need do is surf this forum...

no its that sears sux

Let's completely disregard the fact, of well.... facts.

I don't get the whole, "it doesn't matter how many times you do good, if you screw up ever, you suck" argument. 

I find it funny that even in a post where someone has a positive experience you try to spin it into something negative. Maybe some of you guys should look in to the political arena...

the political arena definately vacuums....

goes right back to the "treat the customer well and they will be loyal, treat the customer bad and you lose them forever."

The battery on my laptop died and I had a hard time getting a replacement. Does that mean I think Dell sucks and everybody who's had one should ditch it for a Sony?

I have a hard time finding parts for my car because Chevy made my particular model out of a lot of Suzuki parts. Does that mean every Chevy ever built sucks and that every thing they do will cause problems?

The cold water pipes in my kitchen froze and burst last week while I was at work. I had a hard time getting phone support from a local hardware shop that specializes in plumbing... I guess they're done, right?

True story: when my son was born, the doctor who was there for the delivery passed out. Eyes rolled in the back of her head and she hit the deck, hitting the midwife who was holding my son on the way down, almost causing her to stumble over the nearby monitor. The audacity! What poor service. I better not see doctors anymore!

Or not, because I'm a logical and rational human being who understands that nothing, NOTHING, runs at 100% efficiency 100% of the time. I just can't get over you people running around here spouting off like we go out and treat customers bad on purpose. While me and many other associates are perfectly willing to accept that we, nor anyone at Sears, is perfect, and that we do make mistakes, you blatantly and willingly refuse to acknowledge the fact that we, more often then not, provide customer service at a very high level. For those situations where service is not provided, we have places like this, where issues that could not be resolved at the store level or over the phone are taken care of. Not good enough though, is it?

Even when we try to improve the things people complain about, they complain about it. Shame on us for trying, I suppose.

WallyP said…

The battery on my laptop died and I had a hard time getting a replacement. Does that mean I think Dell sucks and everybody who's had one should ditch it for a Sony?

did you talk with a dozen or so customer service reps and have them speak to you rudely and hang up on u multiple times?  did it take more than a month to get anything resolved?  did you receive call backs when they were promised? 

i had a problem around christmas with dell and they resolved the problem in 3 days.  thats good customer service.

I have a hard time finding parts for my car because Chevy made my particular model out of a lot of Suzuki parts. Does that mean every Chevy ever built sucks and that every thing they do will cause problems?

as much as i love to buy american, chevy unfortunately is not the best product to buy.

The cold water pipes in my kitchen froze and burst last week while I was at work. I had a hard time getting phone support from a local hardware shop that specializes in plumbing... I guess they're done, right?

r they the only plumbing shop around?  if they didnt help i would go to another store.

True story: when my son was born, the doctor who was there for the delivery passed out. Eyes rolled in the back of her head and she hit the deck, hitting the midwife who was holding my son on the way down, almost causing her to stumble over the nearby monitor. The audacity! What poor service. I better not see doctors anymore!

if you have another kid would you really use the same dr that passed out?

Or not, because I'm a logical and rational human being who understands that nothing, NOTHING, runs at 100% efficiency 100% of the time. I just can't get over you people running around here spouting off like we go out and treat customers bad on purpose. While me and many other associates are perfectly willing to accept that we, nor anyone at Sears, is perfect, and that we do make mistakes, you blatantly and willingly refuse to acknowledge the fact that we, more often then not, provide customer service at a very high level. For those situations where service is not provided, we have places like this, where issues that could not be resolved at the store level or over the phone are taken care of. Not good enough though, is it?

Even when we try to improve the things people complain about, they complain about it. Shame on us for trying, I suppose.

CS at a high level? not from what i see, so far i havent seen any improvement since ive been on this site people r still complaining about sears CS.  and its alittle too late for me the relationship that sears built with me is one of distrust and animosity.

 

---

"did you talk with a dozen or so customer service reps and have them speak to you rudely and hang up on u multiple times?  did it take more than a month to get anything resolved?  did you receive call backs when they were promised?
i had a problem around christmas with dell and they resolved the problem in 3 days.  thats good customer service."

You finally see the light! I did talk to multiple customer service reps. They kept wanting to direct me to the store, but I bought the computer straight through Dell with a direct line of credit. I had 4 people insist I should go through Best Buy though.

But behold! You had a good customer service experience with Dell, so you were quick to defend them. Gee... Perhaps I should continue to argue that because I had an isolated experience with them that they are a ****** company? Or, because I know that my incident was isolated, I will continue to shop with them because, like I've been saying, I'm a reasonable person.

I'll bet there are lots of instances where Dell hasn't been perfect. I'll bet there are even more instances, like your case, where they exceeded expectations. Just like Sears. Just like every company.

Of course, it's kind of difficult to have a conversation with someone who's posting out of admitted animosity. No wonder there has been no kind of subjectivity out of your posts... Like I said, you are completely unwilling to acknowledge good customer service even if it exists. Rest assured though doc, it does, and it happens every day at every store. I myself just had a great experience with this website in helping out a customer whom we couldn't help in the store, but we brought the issue here and it's fixed in two days. I believe that fits your definition of good customer service...

Either way, I think my point is proven.

my wally you are on a roll today!  good post!

Doc, we know you will always agree do disagree .....thats ok too....

whats the whole story? did they hang up on you? did they speak to you rudely? did they laugh at you? 

Severity doesn't matter Doc. Your instance was bad, but even in not so bad cases, or positive cases, you stick your nose in saying that Sears is trash at customer service.

I'm telling you I had a bad experience with somebody else. You're giving me examples of why that company is actually good. I accept that fact, so I'm not going to parade around bad mouthing the company.

It's a simple role reversal, save for the fact that I can acknowledge both good and bad service coming from the same place and you are seemingly forbidden from acknowledging the same. For me, an isolated incident is an isolated incident. I understand that not all companies are perfect and that because they messed up with me doesn't mean they mess up with everybody. You've clearly stated that you are unwilling to do the same, despite it being right in your face, so there's not much of a conversation left at this point.

I'd like to have an argument.

No you wouldn't.

wally the fact that you have no details for me makes me come to the conclusion you made the story up to counter mine.

severity does matter.  which is worse a slap in the face, punch in the stomach, or a kick in the b*lls.  i'm gonna say one is more severe than the others, and the reaction would definitely be based on which was recieved.

So there are different grades of poor customer service. Some bad customer service is better then others? That's fine. From now on then, when you poke your way in to every thread, say "My experience with Sears was....", because you keep speaking as if every experience is like yours and you just clearly stated that they're not.

Angry peopple dont listen to logic, unless they have a logic based reason to be angry ( which is an emotion) 99% of the time the AVERAGE american is angry because of an EMOTIONAL reason, which can not be argued effectively the way you are attempting, you need to appeal to the other persons emotions not logic.

i will tell my horror story to everyone thinking of using sears

still no details of your dell CS problem?  i'm defintely thinking lie to counter my story.  which is consistent with most sears employees i've dealt with.

http://www.ripoffreport.com/Computer-Service-Repair/Best-Buy-Dell/best-buy-dell-agreement-betwe-7bd4e.htm

http://www.forums.bestbuy.com/t5/Manufacturer-Warranties-and/Dell-doesn-t-recognize-Best-Buy-Service-Tag/td-p/91337

I'm not the only one, Doc. What more details do you really need? Apparently there was some mix up with them, despite the computer being bought through them with a direct line of credit, where they thought I bought the computer through Best Buy, which I didn't, and they wanted to keep referring me to Best Buy, who was under no obligation to help me.

No, I wasn't hung up on, laughed at, or otherwise treated poorly. I was simply given the run around on a problem that should have been easy to solve. Simple as that.

You've still ignored every point I've made. So I'm pretty much finished here.