Getting Sears to do the Right Thing®
For Ken and any other folks who have read this website and have a similar frustrating experience with Sears, here is what I suggest you do:
1. Check with counsel to see if recording a conversation is legal in your state. I did so because my agreement to Sears’ notice that they could record the conversation gave me the right to do so (according to my research.) I am not a lawyer, however. Check with your attorney.
2. Call back a few days later to speak with a customer service rep, ask all of your questions calmly and clearly. I made sure to ask all of my questions on tape so that I could get the myriad answers and conflicts documented.
3. Make the recordings easily accessible for those who need to access them. I don’t think you need to buy a domain, but find some free or cheap web host who is OK with you putting out a few MP3s at little or no cost.
4. Call Sears Holdings’ main switchboard number at 847-286-2500. I hit *411 to get to the company directory. The Consumerist states you should enter the name of Aylwin B. Lewis (the President and CEO) or William C. Crowley (Executive Vice President and Chief Administrative Officer). I had litte or no luck with those two. Google Business’ page for Sears Holdings (SHLD)
turns up the name of John C. Walden (Executive Vice President and Chief Customer Officer). Going by his title, his job should be to work with customers who need assistance in matters such as these.
5. Leave a voicemail or speak with the person who answers. Always be calm and don’t use profanity. I work in customer service myself, and I’ll tell you that nothing makes me stick to the rules more than people who curse or threaten legal action willy nilly. Mentioning legal action may get you somewhere, but you don’t want to throw it around like it will be THE reason they’ll bow to your will. Make sure to provide your order number, receipt number, or other information so that they can verify you are in fact a customer.
6. Call back every other day if you do not receive a response.
I’d hate to have to see someone make another website like this just to get service from Sears, but that’s what the world seems to be moving to.
September 2nd, 2007 at 3:53 pm
I’m currently going through the Sears Hell too. I’ve sent a certified letter to the COO with copies to the CEO and President. I’ve emailed the same letter to the “safety dept” only to have that “permanently failed”. I’ve filed a complaint with the Consumer Protection Board in NYS who also sent a letter/email to Sears (with a copy to me).
I used to work for a class action attorney so I’ve sent him a copy of all my info as well as my sister-in-law who is an attorney.
They do send repair people but this clothes dryer is brand new and defective. Not just a little defective, it’s dangerously so. I would even accept repair on a BRAND NEW DRYER except for the fact that they expect me to take a day off from work for it and I will not do that. Nor will I “bring it back to the store for an exchange”. I’m already out over $300, it’s time they did something for the customer. I will not back down. It’s a dangerous machine (it never shuts off and nearly burned my house down). I think they ought to do SOMETHING besides hang up or have their automated recording continously call my house to reschedule ANOTHER weekday appointment (which is an all-day appointment, not even a 4 hour window).
It is absolutely unconscionable of Sears to behave this way. I WILL take this further if I have to.
Thanks for your blog though, I knew I wasn’t alone and now I feel vindicated.