Prepare to be called a sycophant, or apologist for Sears, or worse. Everyone knows that anything bad that happens regarding appliances, lawn and garden equipment, tools, exercise equipment, or electronics is 100% the fault (and, in most cases, quite intentional) of Sears. :)

PRoblem is everyone takes it so personally, its just a game get over urselvs

You only hear a squeaky wheel. You hardly hear anything if things are running smoothly

Thats not the problem, the issue is 3% of the time something goes wrong with an order/purchase/delivery/product/ etc. Thats normal, and nothign to bash seasr abouts.

The problem is on the resolution, the custoemr calls in and spends 2hrs on the phone getting xfered around and nothing gets resolved, or they are lied to get them off the phone and nothing gets resolved

But, by that same token, that experience is also in the minority. With millions of major transactions a year, and as few complaints per year as there are, I'd say a tiny minority of the small minority of transactions is a pretty good dud rate. 

There's always the desire to improve, but focusing a spotlight and microscope on every one of the few negative experiences while dismissing the enormous majority of experiences that are problem-free or handled promptly and positively (as is most often done) doesn't provide an accurate or useful perspective. 

Frustration is understandable, but the common "Sears is the devil" attitude by the rare person with a bad experience isn't warranted or constructive.

Good point, I concede your right.

And, very few people seem to be willing to laude any praises concerning Sear's offerings and wonderful sales.

I agree that all the comments in this thread are valid.  As a non-employee of Sears, I applaud this site, as they take the good (in the minority) with the bad (majority of posts).  Someone who is upset is more likely to vent than the regular customer who goes in, makes a purchase (everything works or fits), and they get normal service.  After looking at the posts everyday, I see that SearsCares seems to solve a majority of the problems.  I just wish the local stores would solve those problems at their level before they get here.  So keep up the good work!!

I think the site is great -- and it's a great way to hopefully have a line of communications with the company.  I have no problem calling Sears out when I see something wrong, and I will also call out other customers who  I think are trying to rip Sears off. 

I think it's cause when people are angry they're mostly likely to say something about it versus if you had great service you wouldn't post about it on a forum.

And, that is the sad side of human nature...

Why not let more people know when you GET that good service and a great deal on merchandise?

Hi latchkeykid welcome to the MySears community.

You are correct there are definitely some posts that may seem like Sears bashing, but we wouldn't have it any other way. I think this  is a great forum for everyone to use including those that have had bad experiences.

With those customers in mind we have another outlet for our SearsCares team to quickly act on their behalf to solve their problems. At times this works to a more swift and less painstaking resolution than the hundreds of phone calls with so many dead ends that have the customers upset in the first place.

For my Big ticket customers with electronics and appliance issues, remember your greatest resource is your initial salesperson and that department manager. Making that step first can most times clear up your issue with nothing more than an exchange if there is an issue within the first 90 days. they can also contact the resources that directly deal with those issues which can eliminate the need to be on hold forever while you wait to be transferred to the proper department.

I welcome all of the posts here and I see it as a learning tool of mistakes to avoid and new guidelines to implement when I have a consultation with customers. i hope this helps!

There are the occasions where you also must consider the source.

I have seen posts that would have a grammar teacher spit on the floor.

Grammar and diction are good indicators of the mentality you are dealing with.

The dessication of language is usually the first indication of a faltering society.

BUT, I could be wrong...

its cause the people who love sears are too busy shopping there to post on a forum ;)

Exactly!

Good answer.

I'm there "selling" and buying stuff.

MikeyRocks said…

I think it's cause when people are angry they're mostly likely to say something about it versus if you had great service you wouldn't post about it on a forum.

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Thats the point, If I got great service I would post about it ! Unfortunatly thats not the case recently. I buy a lot of merchandise from Sears usually have no issues. But when there is a problem it doesn't get resolved.I don't like having my time and money wasted . Sears in general is a good store. Just the customer service sucks in my opinion. And by the way, I'm still waiting for customer service to call back ! It's been a week since I talked with the auto service manager just in case anyone gives a **** that reads these boards.

Great news!

There are some nice posts on simply "how-to" and product questions.

Now, all we need is some tool history questions...

Dare I dream?

Consider the source.

Everybody that takes the time to do a Customer Satisfaction Survey ends up at this site's doorstep.

Q: Who, by and large, takes the time to fill out a survey?

A: Someone upset enough to fill out the form and use the comments section.

And, if you can comment on a survey form, why not log in and post a negative comment here?

The good news is, every once in a while, someone rises above the crowd and posts something positive about what has happened with them, which is just enough to give some people - hope.

Well after 8 years of horrible grammar and made up words, I'm willing to make EXTREME allowances on a person's use of American...