Slightly Bitter Satisfied Customer

My stove door front fell off 14 months after buying it.  It was a Sears Kenmore product, I have bought Kenmore products in the past and have had no problems with them, until this electric stove.  What an adventure trying to talk to someone at Sears to get my stove fixed.  The first two days were spent trying to talk to the store manager , lets see, first he just stepped out he will be back in fifteen minutes, I said I would call back.  Next call, sorry he is out on the floor ( I was thinking maybe someone should try and wake him up).  Next call, sorry he is in a meeting, can I have him call you back, yes, never heard from him!  I wait a day still no call.  Next day I call again,  sorry he is in a meeting, can I have him call you, no, I would like the number for the Sears regional office, sorry we don't have that number (sure right).  Would you like to speak with manager in the appliance department, sure, thank you.  Hello How may I help you.  I explain how stove fell apart.  You will have to call the service department.  No, because I'm not going to pay for fixing a stove that falls apart after 14 months.  Sorry but your stove is out of warranty, I realize this but a stove should not fall apart after 14 months of minimal use.  If this stove is not fixed to my satisfaction I promise you I will never buy from sears again, I have been a loyal sears customer for over forty years.  I'm sorry there is nothing I can do You will have to call the service department.  I call service department, we are sorry your stove is out of warranty we will be glad to send a repairman out to fix it.  No, I'm not paying for a stove that falls apart after only 14 months.  Were sorry you feel that way, click.  Call Department manager back again, he promises he will find something out and call me back later, next day I was still waiting.  I called him back, oh sorry the service department was supposed to call you, you need to talk with them directly, but I have already talked with them I know what they are going to say, but ok I'll call again.  I call service department, same run around , ask to speak to a higher up, put on hold for over 15 minutes, while on hold get a call back from department manager asking me if he sent me a gift certificate for over the cost of the part I needed to fix the stove if that would be satisfactory, I thanked him for taking care of the matter and said I would accept it.  Now, if the gift certificate comes in the mail I will buy the part and fix the stove, but I shall remain a slightly bitter satisfied customer.  Customer service has become customer aggravation!   

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10 Responses to Slightly Bitter Satisfied Customer

  1. Kimber says:

    Hahahaha! Our heating and air guy came out a couple months ago and charged us almost two hundred dollars to adjust the drain hose or some such ridiculous thing, but fine; I was willing to pay it because it was a ridiculous thing I didn't know how to do, myself. Only they sent the bill to the wrong address. A seven-year-old address on the other side of town. They serviced here, at this address. Why send it there???? And then jump all over me for not paying it? Excuse me?

  2. Grandma-P says:

    Customer service is sadly almost a joke anymore.

  3. Carol says:

    I have a story to tell: I don't know if you know about Dooce.com (Heather Armstrong's blog) but it's VERY popular. Has been for years. So much so, she has ads on her site and her site makes enough money for her and her husband to stay home and live rather comfortably. She is a star in the blog world. Her site get thousands of hits a week.

  4. Grandma-P says:

    Customer service has gone the way of the dodo, unless one doesn't take no for an answer.

  5. That Guy Rob says:

    I'm very surprised to hear this from Sears. Maybe they don't deserve the reputation they have after all.

  6. Derbydave says:

    One of my bugbears. I work in sales and despise being fobbed off when I'm a customer. It embarrasses Gill when I complain but even she does it now (I'm quite proud of her when she stands up for what's right).

  7. You need THE STICK LIST! Or a stick to hit them with…revenge is sweet.

  8. Grandma-P says:

    I was surprised too.

  9. Grandma-P says:

    Its sad we have to go to such measures.

  10. Grandma-P says:

    A stick huh, I didn't think of that. No, I must not resort to violence. I must not resort to violence, I must not resort to violence.

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