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Old 08-07-2012, 12:40 PM   #1 (permalink)
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SEARS C.S. has Blacklisted our Phone

So our Maytag dryer which we purchased from SEARS has broken for the 4th time in 7 months, and the 2nd time in less than a week with the same code it broke with last time.

We called and had the repair service scheduled for 1-5pm yesterday. So the repair guy shows up at 6pm not thinking there might be a problem with being late, we were at my sons karate class and we didn't get the dryer repaired.

So we call back after we get home and we get scheduled for 3 days later because the repair guy was over an hour late......

Well we start calling SEARS about the 3 day delay due to the repair companies failing to meet their scheduled time. 1st time we had to hang up due to the kids, 2nd time the SEARS automated phone system hung up on us after 15min of on hold time, 3rd time the SEARS automated phone system took a message and then hung up on us after 30min of wait time.

The 4th call was the charmer, we switched to a cell phone with a different phone number and a SEARS rep answered within 5min........and still sticks us with a 3 day wait for repair, which is bs since we know they could have a repair guy out here today if they gave a crap.

Anyone else have a blacklisted home phone number that customer service won't answer????

SEARS customer service is lame if you end up with a lemon and need more than 1 or 2 service calls, and Maytag quality ain't what it used to be.
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Old 08-07-2012, 01:45 PM   #2 (permalink)
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Call their corporate office. Tell them about your experience. If Sears is worth it's own weight in salt, the brass will be furious as all hell that they have a mistreated customer and will give you free repairs.

Usually works pretty well for me
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Old 08-07-2012, 01:52 PM   #3 (permalink)
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This is the problem when dealing with major corporations.

The high end people have some mission statement. It is almost always centered around the customer.

Corporate policies are written to try to ensure profitability. These are the policies, procedures, and directions those poor people actually dealing with the customer are required to follow.

Following corporate policy and adhering to the mission statement are often nearly mutually exclusive.

When you call someone high enough up the ladder they ignore policy to adhere to the mission statement. They would often fire those who normally working with the customer for doing that.
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Old 08-07-2012, 02:09 PM   #4 (permalink)
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We are about to have the 4th round of attempted fixes to the ice machine in our fridge from Sears. It's all under warranty still and I want this taken care of long before that might run out just to avoid this potential mess.

Best of luck with everything and keep making noise until somebody will make it right.
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Old 08-07-2012, 03:57 PM   #5 (permalink)
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nuthin but platitudes and were sorry for your inconveince, and yep company has to be profitable but sometimes they need to care of their **** its not like they don't get reimbursed from maytag for selling their ****ty equipment.


Had a sears rep actually tell us Sears will not ever make it right with a replacement dryer since we did not buy their upgraded service plan no matter how many times the dryer breaks.
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Old 08-07-2012, 04:14 PM   #6 (permalink)
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Thank you for accurately describing my entire experience as a frontline retail manager for a middle-sized corporation.


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The high end people have some mission statement. It is almost always centered around the customer.

Corporate policies are written to try to ensure profitability. These are the policies, procedures, and directions those poor people actually dealing with the customer are required to follow.

Following corporate policy and adhering to the mission statement are often nearly mutually exclusive.

When you call someone high enough up the ladder they ignore policy to adhere to the mission statement. They would often fire those who normally working with the customer for doing that.
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Old 08-07-2012, 08:12 PM   #7 (permalink)
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Yet you will probably still get solicitation calls from Sears during dinner hours...
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Old 08-07-2012, 08:14 PM   #8 (permalink)
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put this on http://consumerist.com/
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Old 08-07-2012, 10:26 PM   #9 (permalink)
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Michael Finney is the bomb. I once sent him an email @ a rep from from a time share company that kept calling our home trying to talk to my wife.

A news van showed up, they did an interview, and I was on the consumer segment of the local news and...the problem went away yesterday.
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Old 08-07-2012, 11:19 PM   #10 (permalink)
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British airways' customer service line for baggage service(when they lose your luggage) is not listed anywhere and goes directly to an answering machine. IF you are lucky, they give you the number. IF you are REALLY lucky, they will call you back when you leave a message on the voice mail.
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