Need to work on customer support

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Need to work on customer support

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BillKace South Amboy, NJ

posted on October 18, 2009 at 12:41PM to General Customer Service

Need to provide better customer support and stand behind your workmanship in the automotive service area. There are many other places I can take my vehicles to that will provide quality work at a reasonable price that will never allow a customer to walk away feeling like he was just screwed over !

Come on Sears, step up to the plate !

Latest comment: October 19, 2009 at 08:32PM by BillKace • Total: 6 comments • leave a comment

BlueCrewGuyInMA Lowell, MA

posted on October 18, 2009 at 03:20PM

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It sounds like you had a negative experience. What happened?

BillKace South Amboy, NJ

posted on October 18, 2009 at 08:05PM

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Not much, Just being overcharged on a brake job that I should not of had to have done if Sears would of done it right the first time I paid them to do it ! If they used quality parts and installed them correctly I would not have to be having all 4 rotors and pads replaced after less then 16000 miles !

BlueCrewGuyInMA Lowell, MA

posted on October 19, 2009 at 04:22PM

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Can you explain what, exactly, you think Sears should have done differently? Do you think the brakes were improperly installed? Has an independent auto mechanic determined that faulty installation caused premature failure? Has an independent mechanic determined that the brake pads and/or rotors were defective? How have you determined that Sears, or defect, or both, were responsible for premature failure?

BillKace South Amboy, NJ

posted on October 19, 2009 at 06:17PM

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In response to BlueCrewGuyInMA's comment from Oct 19, 2009 at 4:22PM:

Doesn't take a rocket scientist to see that a complete brake job should last more then 16000 miles. ! I have done many brake jobs when I worked as a mechanic and the main reason why pads fail are excessive heat generated by the pads rubbing on the rotor due to improper reinstallation of the caliper. Another reason is using substandard brake pads ( usually non ceramic type ). I had another instance where Sears left in the original springs in the drum brakes of my GMC Sonoma and a week after the brake job the springs broke off and the Brake pad sheared off my wheel cylinder causing all the brake fluid to leak out. All I expect Sears to do is make good on the parts and charge me a reasonable labor rate for the work. $343.00 for 1.5 hours of work is a little extreme don't you think ? I would be embarrased to have a customer come back with a job that failed like that !

BlueCrewGuyInMA Lowell, MA

posted on October 19, 2009 at 07:03PM

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I'm not suggesting that 16,000 miles is a normal failure period for brakes, I'm suggesting that we need to know that something was done improperly, or defective materials were used, to know what must be done differently or changed. With nothing more than a claim that Sears and/or the brake pads are at fault, there is nothing to go on here. The most common cause of lawnmowers failing within 2 years of purchase is failure of the user to change the oil when they're supposed to. Is it reasonable, then, to assume that if I have a customer come in with a lawnmower that's died within 2 years of purchase, that they're at fault because they didn't change the oil, and then tell them they have to buy a new one because they killed their current mower? Or, should I instead try to figure out what actually caused the failure in that particular mower? What you're saying, with all due respect, is that the most common cause MUST be the cause in this case because it's the most common cause. While it might be the most common cause, that doesn't help us figure out what caused it to occur in this instance. Was there evidence of improper installation? Was there evidence of defect in the brake pads? That kind of information would be useful, because then a determination can be made as to whether the manufacturer of the pad is liable or Sears is liable, and that would determine who would cover repairs, if at all. My suggestion is to gather any and all evidence you can find regarding your brakes, and e-mail searscares@searshc.com with your story.

BillKace South Amboy, NJ

posted on October 19, 2009 at 08:32PM

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I have the front rotors , The pads ended up in the dumpster somewhere. As far as I am concerned, Sears did the work therfore Sear is responsable. They didn't use oem parts. I personally looked at the brakes before they replaced them. I am waiting for customer support to call me back like they said they would, So far no call back. at 26367 miles Sears replaced my original front pads and replaced my original rear rotors and pads. at 30831 miles Sears replaced the front rotors and pads ( Sears installed pads lasted 4000 miles , oem pads lasted 26000 miles) at 40500 miles Sears replaced rotors and pads on all 4 wheels Do the math.