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Lockedphone system's really disgusting...

posted on November 13, 2009 at 10:49PM Inappropriate?

i had to setup a service repair appointment for a customer this morning...called the 1-800 number...and somebody from the pacific call center somewhere on the other side of the globe picked up the call and after asking me about the customer's info, had to transfer me to another call center somewhere in the mediterranean..and then finally tranferred me to another call center in florida which put me on hold for about 20 minutes while playing the same generic, cheezy jazz music over and over with some subliminal ads...and the big joke was the service center that i wanted to contact is just a couple of streets away from where i am...i do not know if you can call this justice..you can just imagine what agony a typical customer goes through every time  they try calling sears for service...i do not know if you can consider this new phone system "cost-effective"..since we have outsourced and allocated a budget for all these call centers and in the end we have definitely lost valuable customers with this process...i think management should reevaluate this awful phone process...localizing it will save the company a lot of money and will definitely save and stop our customers from going astray.

replies: 6 latest post: November 16, 2009 at 12:49AM by AdamO
Displaying all 6 posts
posted on November 14, 2009 at 01:56PM
 

Do you know about our new text message system? You can text Sears Repair and they'll call your cell phone, so nobody sits on hold. It's a pretty cool new system. But, I sympathize. I had the same experience last week trying to set up a repair appointment for a customer. They used to pick up MUCH quicker, even a month ago.

posted on November 14, 2009 at 02:50PM
 

Our local Service Center has TWO numbers.

They'll generally pickup one of the two numbers...

posted on November 14, 2009 at 10:41PM
 

Please render more info the on this text messaging to Svc Repair Center,

Is this a Sears store staff only thing or can customers do it also?

Why is store staff calling the Svc repair Center for customer to make appt.?

Do they not have 1 800 4 My Home phone number or did they just plain give up calling these global call centers?

thanks

posted on November 15, 2009 at 01:38PM
 

Text messaging!

Employees are NOT ALLOWED to use their cell phones in the store.

LOL!

I'd say the Customer can text message Service.

How many "minutes" you got left on that thing?

posted on November 15, 2009 at 01:48PM
 
In response to nicetry's post from November 14 2009 10:41PM

it's one of those going the extra mile, after sales service, to save the deal because a customer is irate about a recent delivery of a wall oven that suddenly broke down ....

posted on November 16, 2009 at 12:49AM
 

... an Service doesn't answer the phone for the Store any faster than for a Customer.

It DOES generate some marvelously long lines at the store, though.

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