Customer Feedback Discussion Board

Sears Warranty Service Harassment

AdamO — Tue, 08 Sep 2009 06:23:17 GMT

For us, it has been the "one last chance" car warranty calls.

I don't really remember receiving any Sears Protection Agreement extension calls.

Sears Warranty Service Harassment

sammen89 — Tue, 08 Sep 2009 06:08:11 GMT

Sears Protection Agreements have been around for decades, its definately something people want. I think at this very moment there are 12 million customers with outstanding protection agreements. (we don't get to this number without a good track record.)

Sue Sears?

Your single lawyer vs Millions of Sears Customers, the Better Business Bureau, and a team of corporate level legal suits..

Honestly, I'm curious to how this legal litigation works.

Sears Warranty Service Harassment

AdamO — Mon, 31 Aug 2009 04:42:27 GMT

There's money...

The task/project just need the proper "priority" level.

ring... ring...

"Hello, Sears Tools - Adam speaking."

They hung up on me!

Sears Warranty Service Harassment

AdamO — Mon, 31 Aug 2009 04:39:55 GMT

Thank you for the post Jay.

I for one, appreciate a friendly reminder of when one of my PA's is about to run out.

Not paying for repairs, out of pocket, is one reason Protection Agreements are such a valuable product investment.

Keep up the excellent work!

Sears Warranty Service Harassment

Jay23 — Mon, 31 Aug 2009 04:24:54 GMT

Sir,

I for one am a sears sales associate for service agreements and understand that the calls that you receive are frustrating sometime but to understand a sometimes its the computer dial calling the customer to renew a already existing argreement or buy a new one so you don't have to pay out of pocket for repair if something breaks,also these associates are just trying to do their jobs all you have to do is ask is to take you off the calling list their is no need to be resentful of or mean to the person on the end of the line just trying to take care of their family.Plus the agreement pays off in the long run you just don't look at the whole picture as one to see it.Just think about the people who are good and doing whats right.

Sears Warranty Service Harassment

AdamO — Sat, 22 Aug 2009 20:36:53 GMT

You got hamsters!

We've been training the rats...

Now for a little rodent "motivation":

You're so SLOW!

You need to "make" you're numbers!

The other workers are far more better than YOU are...

Sign this (paw print will do).

Keep up the "adequate" work.

Why'd the rat fall over?

Lazy rat!

That's an "unauthorized" break - you know...

Sears Warranty Service Harassment

AdamO — Sat, 22 Aug 2009 20:33:18 GMT

And... If the "Sales Incentives" weren't so strong, maybe there could be more quality Customer phone time (within 3 rings), and terminal time (store-to-web, parts ordering, product look ups, area store stock lookups, Craftsman club).

Right now, store cash register users are often tasked to call the credit (Citibank) department, while everyone else waits at the register.

There could also be less Internet Service at the Stores (where Customers show up "in person" to shop) - But, many of Sears's Customers really like the Internet...

Maybe... The hourly sales pay could be raised, to allow more cheerful :) :) :) pay incentives for store located problem resolution?

There are already store Computer Kiosks for Customer use.

And, there's the store telephone for calling Citibank, Parts Direct, Service, Customer Relations...

Our department has a "working" self-serve (a requested item) price checker, so there's no need to wait in line for a price check.

Everyone still does stock-checks, to make sure the merchandise being paid for, actually IS located in the store, before purchase. Sorry for the delay.

Maybe CSATS for Customers who just come in to pay their credit bills?

Am I rambling?

It must be the Stress!

Sears Warranty Service Harassment

peacekeeper — Sat, 22 Aug 2009 19:28:51 GMT

I thinks the extended warranties are not a scam. Just like LaMargaret said, no computer system is perfect and humans make mistakes. But I also have to recognize that people are under heaveyt sales and that makes them stressed and leads to a not proper behavior wich should be avoided at all cost. I know it's hard (I work in sales too), but I encourage all sales associates to make their best to provide good customer service.

Sears Warranty Service Harassment

AdamO — Sat, 22 Aug 2009 01:07:39 GMT

So, some Customers are upset that there warranties were "allowed to lapse", while this bunch is upset about Sears calling them...

I guess everyone will need to Pony Over to the Manage My Home site and enter in all their warranty information to better "balance" what they want out of Sears.

Sears Warranty Service Harassment

AdamO — Sat, 22 Aug 2009 01:03:55 GMT

Another 2 post wonder...

What was/is misleading?

How were you "ran around"?

Did you ever get contacted by Sears Cares?

Are you still hovering over the site waiting to add another "uplifting" 3rd post?

Sears Warranty Service Harassment

econoaddict — Sun, 08 Mar 2009 22:26:03 GMT

The calls from sears are absolutely uncalled for.

I purchased my house 4 years ago and the seller and I split the cost on a new gas range and sears vinyl siding. Both with the warranties. It took 2yrs +/- and a certified letter to get the warranty calls to stop, I already had it.

I am still going round with sears over calls. They keep calling trying to sell me vinyl siding for my house. It has gotten to the point I "allow" them to set up a free estimate. So after driving out to my place in the country they get a bit pissy when they see I already have siding from sears. I tell them quit calling trying to sell me what I already have and they won't have to come out any more. One guy actually had the nerve to tell me he was going to charge me for the visit.

Sears Warranty Service Harassment

CSRinIA — Sun, 08 Mar 2009 19:04:13 GMT

Do as I do, and ALWAYS give a fake or non valid phone number when asked for your number at a store, whether it be Sears or any other. Just remember the number you use in case you have to identify yourself later on. I keep my fake number programmed in my cel phone in case I can't remember it. This way you will NEVER get calls from companies or services! :)

Sears Warranty Service Harassment

goodole312 — Sat, 07 Mar 2009 06:38:53 GMT

AdamO said…

Now, the stores need upgrades to keep up with the new tools SHC is providing them - which I assume are in the works.

didnt you hear? no money for system upgrades this year just replacing the hamsters when the drop dead

Sears Warranty Service Harassment

AdamO — Sat, 07 Mar 2009 04:45:58 GMT

A lot of what you are seeing at the stores are actually the store "Servers'" struggles to keep up with the overall load of increased information handling, without hardware upgrades to the stores' systems.

The Sears Parts Direct system has already been upgraded to include multiple screen displays, for faster and more accurate Customer and employee service.

Now, the stores need upgrades to keep up with the new tools SHC is providing them - which I assume are in the works.

Sears Warranty Service Harassment

roneal9211 — Thu, 05 Mar 2009 19:20:43 GMT

stay away from sears warranties its a big scam , to place a claim they will give you the ran around i have hired a lawyer to sue sears for misleading consumers regarding warranty

Sears Warranty Service Harassment

AdamO — Tue, 03 Mar 2009 02:11:09 GMT

Extra Protection

I hope nobody is upset when we ask about increased product protection, when the items are sold AT the store.

I figure I'm doing many Customers a real service, when asking about additional/enhanced warranty protection.

I get the coverage when I buy my stuff at Sears.

Free parts and labor for "x" number of years?

Yes!

I can fix a lot of stuff.

However, the parts don't come free.

I called the 1-800 number, when I first got my Craftsman tractor.

Turns out, the seat engine-kill-switch can be activated during SHIPMENT.

A quick disconnect and reconnect and my baby was purring beautifully as I tore through the property in 2nd gear!

Thank you Sears Help Desk.

I'm up to 4th gear in "places", now - after a bunch of level'n and fill'n in of places.

The additional protection "can" be a very good thing and we're required to ask anyone making a purchase - to be fair (just like the "May I Put this on your Sears Credit card?" question).

Sears Warranty Service Harassment

goodole312 — Sun, 15 Feb 2009 23:14:02 GMT

hey I'm all for good change which what shes talking about might be if they can eliminate the wasted resources and the excess BS customers have to go though but stupid pointless change for the sake of change I'm gonna fight because if there's anything i cant stand its stupidity

Sears Warranty Service Harassment

rstinnett — Sun, 15 Feb 2009 18:52:13 GMT

THere are two types of people: Those that accept change and make great things happen because of it; or those that complain and whine about it.

Change happens... and it's good to see people who are willing to work with it!

Sears Warranty Service Harassment

goodole312 — Sat, 14 Feb 2009 05:16:41 GMT

sounds like drinking the kool-aid to me which must be getting pretty stale by now since lewis has been gone a while

Sears Warranty Service Harassment

LaMargaret — Sat, 14 Feb 2009 05:00:35 GMT

LaMargaret said…
goodole312 said…
willis4play said…
I think the newer computer systems that archive data prevent things like this from happening.
oh im sure they would the only problem is the sears receiving and service systems are beyond outdated
I disagree goodole, I work in the Provider Support Department for retail and installation and I think our service systems have improved! There are still more improvements that can be made, but for the most part they work just fine. Error systems and glitches are common in any computer service system, but as technology evolves, so will our ideas of improving the system.
As a matter of fact there is a pilot program in place right now for a better service system and as soon as all the kinks and details are worked out, it should be up and running! I am very excited to be apart of Sears at a time such as this one. There is always room for improvement and customers' feedback helps us a lot in making those changes.

If you refer back to my earlier post, I mentioned there is a pilot program running to do exactly that, my department title will then change and we would take on a new list of responsibilities.

Call it what you want, but I call it staying open-minded to constant change, innovation and improvement! There is no other team that I would rather be on :)

Sears Warranty Service Harassment

goodole312 — Sat, 14 Feb 2009 03:33:06 GMT

why not just give the customer support people access to all of that and eliminate the BS chain

Sears Warranty Service Harassment

LaMargaret — Sat, 14 Feb 2009 02:52:07 GMT

Well the Provider Support team along with Resolutions have access to certain service systems and information that the customer service agents don't have access too, such as dispatching an order to a contractor for installation or repair.

Sometimes the process can become complicated, especially if all the agents are busy or short-staffed and it becomes harder for the customer service agent to assist the customer. That's why it's important to stay positive and work together as a team!

Sears Warranty Service Harassment

goodole312 — Fri, 13 Feb 2009 17:04:12 GMT

no usually i get hajji from India errrr i mean bob from Indiana

Wait theres a department that supports the customer service department? that sound like needless waste to anyone else?

Sears Warranty Service Harassment

LaMargaret — Fri, 13 Feb 2009 16:47:45 GMT

Provider Support Department is the department that provides support to the customer service department. The help and information we receive stems out like a tree with lots of branches, if I don't have a solution to an issue, I can contact the appropriate team mangers or associates in charge to help assist with orders.

You seem so critical of customer service when the job is not as easy as it seems. Maybe you have just had so many run-ins with bad experience, but you have never been on the other line with me, I think I'm a great provider support associate!

If anyone needs any additional help about anything, feel free to leave me a comment and I can direct it to the apporpriate persons. Thanks for the feedback Goodole.

Sears Warranty Service Harassment

goodole312 — Fri, 13 Feb 2009 01:38:54 GMT

have you seen the systems the stores use? it almost looks preDOS its slow out dated counter-intuitive. tho i can understand that we want the most up to date systems in the customer harassing department since the ones that really affect the customers suck

and is there an english translation for Provider Support Department? kinda sounds like a fancy name for the nohelp desk