Sears FAIL!!!!!!!!!



On April 27 I had to get two new tires for my personal truck.  Against my better judgment and advise from co workers I took my truck to Sears because I did not want to risk a blow out, which I was close to having, and they are at the same location where I work.
What should have only taken me less than ten minutes took me over forty-five, just for the paperwork.  I told the guy that I needed TWO tires, both for the front.  He proceeds to show how one tire is showing cable, which would cause a blow out.  That’s why I was there in the first place, I told HIM that in the beginning.  He then went to the other side and told me it was bald and needed a new one.  Well NO SHIT, maybe that’s why I’m buying TWO tires and said both front tires needed to be replaced.
My confidence in this man’s knowledge of what he was doing kept shrinking when he had to go check to see if they had the tires in stock, not once, not twice, but THREE times.  I had to pay upfront because I might have to send someone else to pick up my truck and he looked like I was speaking a foreign language to him.  After I left I tweeted this:

Don't buy tires unless you have no choice. Bunch of idiots here. (at @Sears) 4sq.com/13BLsas
"Auto Center sucks. Bunch of idiots working the front desk" @ Sears: 4sq.com/YbTJn8 #foursquare
To which I received this twitter message:
@MaxMPower Sorry our customer service let U down. Plz DM contact info and we will contact you about ur experience. Thanks, Dianne cc:@Sears.
I sent the information requested of me and the next day received this message:
@MaxMPower Thank you! A case manager will be with you as soon as one becomes available. Thanks, Misty
Then I received this email:

Sears Social Media Customer Service

Apr 29

to me
Dear Mr. Max M. Power, 


My name is Gabriel A; I work for Sears Executive office and would like to speak with you regarding your experience with one of our Sears Automotive center. Please contact me at your earliest convenience to discuss the issue in depth. My persona contact information has been provided below along with my business hours. The reference number that was created on your issue is 1388833. I look forward to speaking with you soon. 


Gabriel A.
Social Media Support - Case Manager
  
Sears Holdings Corporation   
Phone: 888-266-4043 extension 92  
Email: smsupport@searshc.com  
Schedule: Monday – Friday 8:30 AM – 5:00 PM (CST)  

I called that same day and had to leave a voice message.  Then on May 1 I received the EXACT email as above, word for word.  Trying to get this resolved, since they contacted me I called back.  The next contact I received was this:
Sears Social Media Customer Service

May 3

to me
Dear Mr. Max M. Power, 

Please be assured that we understand your frustration, and apologize for any inconveniences you may have experienced in this matter. We would like the opportunity to speak to you directly; however, we have been unable to contact you to discuss the issue further. At this time we will be closing your case as we have been unable to reach you by phone or email. If you still need our services, now or in the future, please don’t hesitate to contact our office at smsupport@searshc.com or 800-573-8431, at your earliest convenience.

Sincerely,
Gabriel A. 
Social Media Support - Case Manager
 
Sears Holdings Corporation  
Phone: 800-573-8431 
Email: smsupport@searshc.com 
Schedule: Monday – Friday 8:00 AM – 7:00 PM (CST)  


To which my reply was:

Considering I DID call and have yet to receive any return contact until now AND its to say you're closing the issue I'm calling bullshit. I will however now take this issue to social media and to the public and will show how NOTHING but a form email was sent and nothing but voicemail when calling back.
Thank you for nothing.

It took them another four days before I got this:


Sears Social Media Customer Service

May 7

to me
Dear Mr. Max M. Powers, 

Thank you for your response, I have re-opened your case and would like to still address you concern and help to resolve it. Please response to this email wtih a direct phone number. I will then call you on this phone number. My personal contact information has benn provided below. The case number that we referenece is 1388833. I look forward to speaking with you soon.


Gabriel A.
Social Media Support - Case Manager
  
Sears Holdings Corporation   
Phone: 888-266-4043 extension 92  
Email: smsupport@searshc.com  
Schedule: Monday – Friday 8:30 AM – 5:00 PM (CST)  


I sent my reply with my direct number within the hour, well before the end of the business day and I am STILL waiting for a reply.  Well SEARS here is MY reply:

SCREW YOU!!!  I now know how you view your customers.  You don’t want any bad press out there but oh well, now there is.  I would personally rather take my chances with my vehicle blowing a tire than to ever use you guys again.  It’s a shame too considering that when I ran a fleet of vehicles I used you and ONLY you to work on our vehicles.  Let me remind you that it was YOU who contacted me, NOT the other way around.

Never again a customer,

Max M. Power


All contacts have been copied and pasted directly from their sources.  I have not changed any wording in any way.

7 comments:

  1. Dear Max, after reading your blog I am saddened to learn we have continued to let you down. I will ensure that your case manager receives a copy of your blog. May I request the opportunity to follow up with your case and verify your contact phone number to reach you directly? At your convenience, please send to our email address smadvisor@searshc.com and reference your case number that Gabriel had listed above. We are looking forward to any opportunity you may give us to resolve your concern. Thank you for your time and consideration.

    Christine R.

    Social Media Moderator
    Sears Social Media Support

    ReplyDelete
    Replies
    1. I received a call this morning and the excuse I was given is that EVERYTHING is automated and that my name is the same as one of his customers so my information was going to the customer's account. I find that hard to swallow.
      He asked me the location and when I gave it he said he can not find that location and if I could give him their number. Really? I have to give YOU information on YOUR own store? Okay, I will play allow.
      Honestly I don't care anymore but I am curious how this little circus act will end, although from what I keep seeing it does not look promising. Sorry Christine but that's coming from basic common sense.

      Delete
  2. Dear Max, I see that both of my business partners, Christine and Gabe have been in contact with you. We are very interested to know that you are being taken care of properly. We want you to know that we value your business very much and want to make sure that everything that can be done to help you is being done. As your case progresses, if you feel that you are not receiving the help you need and deserve, please post here and we will respond to you with our sincere assistance. Thank you for your patience and we look forward to resolving your issue.

    Thanks,

    Susan R.
    Social Media Moderator
    Sears Social Media Support

    ReplyDelete
    Replies
    1. Posting here is the only response I'm getting. I replied as requested now the ball is in your court. Lets see what happens next.

      Delete
  3. Max,

    I will forward a copy of this entire interaction to your Case Manager Gabe. This is not how we want our customer's taken care of and I'm sure this is not how you would like to be assisted. We do apologize for the situation where you and another customer with the same name were confused. Thank you for your patience and I will ask that Gabe contact you as soon as possible.

    Sincerely,

    Susan R.
    Social Media Moderator
    Sears Social Media Support

    ReplyDelete
    Replies
    1. I understand people have the same names and that confusion with a name alone can happen but I was told that EVERYTHING is automated and IF that is true then I do not see how email addresses get mixed up. I'm pretty sure that this other Max Power does not have an email similar to my own considering it's the name of my publishing company, Writing With Power.
      That was a poor excuse of covering one's rear. Nice try though.

      Delete
  4. Just wanting to give my readers an update. It's been five days since I received the one phone call where I was given a load of bull and had to do Gabe's job for him and give him the store's phone number.
    As you can see from the responses above Sears doesn't want to do more than make empty promises. I have gone out of my way and replied to each query.
    My dear readers, judge for yourselves about Sears and thier customer service.

    ReplyDelete