Monday, June 28, 2010

There's been a situation...

...and it involves the laundry.  Last week, before I left for Austin, I was so excited to do some much needed laundry.  I hadn't been as consistent as I usually am so I had some pretty ginormous "mounds" to do.  I started with towels.  As I went to turn on the dryer, the most horrifying, nails on a chalkboard noise erupted from it.  I thought maybe it was on the wrong "shredding metal" setting or something.  It turns out, it wasn't the setting.  The dryer gave out on me and I was left with the biggest load of wet towels known to man.

So Mark and I set around lamenting the situation.  He took apart the dryer and with help from google images, diagnosed the problem.  We were planning our means of attack, when it all of a sudden hit me, "Hey, we are renting this house.  This isn't even our dryer!"  Our washer and dryer are taking a much needed break in the garage.

We called the landlords and they scheduled Sears to come out on Monday between 10am and 2pm.  This was going to be tricky, because my flight arrived at 2:45pm, but we figured it would be alright.  Also, since my flight was delayed until 5pm, it should have worked out perfectly.  Except the dude didn't even call to come until Mark was on his way to the airport at around 4:45pm!  He was angry because he had come home early from work and wasted so much time waiting.  He called Sear's customer service and they weren't any help, so he called Sears customer service again, and they were no help again. So he called Sears customer can probably figure out...they weren't any help, but they promised the technician would give us a call at the end of his route the next day to stop by and check the dryer out.  Well, still set my growing piles of laundry...I am up to 8.  They decided they couldn't come until today...that's a week after they were scheduled to originally come.  I am hoping and praying they don't flake out on us again.

We are down to the worst sheets ever.  If there was such a thing as a "negative thread count", these sheets would have it.  Mark likened sleeping on them, to sleeping on construction paper, very rough construction paper.  So needless to say our sleep last night was less than stellar.  Oh, well.

So, the point I am trying to make is, "BOYCOTT SEARS"!


SearsCare said...

To Stephanie,
I found this post and I wanted to reach out and express our concern for this situation. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. Waiting so long for service is not acceptable, but the delay is because a technician was held on a service appointment that took longer than expected. We can’t ask a tech to leave a job partially done in order to make the next appointment. We wouldn’t do that to you or any of our customers. That being said you should have been added to the next day’s route and for the lack of communication, I am very sorry. Of course, this is not an excuse, just an explanation. We can’t have you waiting longer for the service you should have had initially and this service needs to be done. My name is Brian and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at so we can get this resolved for you. We can get you on a sooner date that is convenient for you. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Stephanie) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares

SearsCare said...

My apologies, for some reason I was thinking washer even though I was chuckling on the description of the dryer setting of shredding metal.

Melissa said...

Dear Brian J.,

I appreciate you trying to rectify this situation for Stephanie and her family. I hope there will be more than just an apology to make up for the huge inconvenience this has caused the couple and their baby especially considering the loss of income to the family due to Sears' "lack of communication".

If I am to recommend Sears in the future, I'd hope to see your company do the right thing and compensate this customer, who made multiple good-faith efforts to work with your customer service representatives before "going public" about the concerns, even though they still weren't appropriately addressed.

Thank you,
Questionable Customer Melissa