Real live, hot off the griddle, correspondence between SEARS and myself:
I am emailing you because I tried to call your 1-800-960-9405 number and the woman transferred me to another number and after 15 minutes on hold and the retelling of my story, I was told there was nothing she could do about it and gave me another number to call. For a preferred member, you guys are really giving me the run around here.
I took my Chevy S-10 into your auto center in Kingston, MA on 4/7/09 because there was a loud noise coming from the underside of the truck. They told me that it was the exhaust pipe and it just needed to be welded. I was told it would take about an hour and a half. Two hours later I came back to the store and was told that they were waiting on gasket and then your salesman went on to sell me windshield wipers and other stuff that I really didn’t need.
Two hours later my truck was ready. I paid, got in and drove off, but the noise was still there once I got on the highway. I returned with the truck on the 13th, my first free morning. They told me that it was the right front barring that was making the noise and they would have to order the part. I told them to order the part and I would pay for it today (the 13th) and bring the truck back on the 14th to get the work done, so we weren’t sitting around waiting all day.
I brought the truck in on the 14th and was told it would take about two hours. I returned two hours later and was told that it wasn’t ready because they were waiting on a special tool to be delivered so they could get started. I asked why the tool wasn’t ordered yesterday when I paid for the part (to avoid this kind of waste of time) and was not given an answer.
Two hours later they were done and I paid for the labor and on my way out the door, the salesman told me, he changed the right front barring, but it the left front barring that is making the noise No manager was on duty so I asked that the manager call me at home as soon as he got it (which I was told would be the 15th).
I started my truck and my ABS light for the brakes came on! So, not only have I spent hundreds of dollars and several hours and not gotten the repairs I asked for, now my ABS light is on. Today is the 20th and I have still not heard from the manager of the auto center in Kingston, MA. I would like to hear from him/her. I would like to be told that you will order the part and tool to fix my truck as we first agreed. I would like an appointment to have the service completed and I expect that some of the mark-up on the bill will be knocked off for all the time you wasted for your preferred member #704207336253. I look forward to hearing from you soon.
Lance Norris
PO Box 110
Cohasset, MA 02025
lancernorris@hotmail.com
Date: Mon, 20 Apr 2009 12:56:43 -0500
From: Custrel@customerservice.sears.com
To: lancernorris@hotmail.com
Subject: Re: National Customer Relations - NC_Complaint_Management (KMM3799310I15977L0KM)
Dear Lance Norris,
Thank you for your recent correspondence regarding your experience with our Kingston, MA auto center. We are always interested in hearing from our customers, and regret it was this type of situation that prompted you to contact us. We apologize for the poor customer service you received. We have forwarded your message to the Auto Center Manager. They will contact you within two (2) business days. Once again, thank you for contacting us.
Sincerely,
Jennifer W.,
National Customer Relations
Sears Holdings Corporation
4/23/09:
You wrote on Monday the 20th that the manager in Kingston would contact me within two (2) business days. It is now Thursday the 23rd and I still have not heard from anyone. Why am I surprised? You have damaged my truck and I expect it to be repaired correctly.
Lance Norris
From: Sears Customer Relations (Custrel@customerservice.sears.com)
Sent: Thu 4/23/09 12:26 PM
Dear Lance Norris,
Thank you for your recent correspondence. We are always interested in hearing from our customers, and regret it was this type of situation that prompted you to contact us. Please accept our apology for any inconvenience you may have encountered with our Kingston Auto Center. We received a response from the auto center, and we feel that you should try to work this out with the Auto Manager.
By sharing your concerns, you have enabled us to address the issues and provide feedback to the appropriate person. Truly, your remarks provide forthright feedback that will enable Sears to achieve excellence in everything we do.
Again, we apologize for this inconvenience to you regarding your vehicle.
Sincerely,
Rosa Lee
National Customer Relations
Sears Holdings Corporation
15 minutes later I wrote:
"try to work this out with the Auto Manager"? He won't call me. Rosa, you need to straighten this out right now!
From: Sears Customer Relations (Custrel@customerservice.sears.com)
Sent: Thu 4/23/09 3:00 PM
Dear Lance Norris,
Thank you for your recent correspondence. We are always interested in hearing from our customers, and regret it was this type of situation that prompted you to contact us. We apologize for the inconvenience you have experienced and understand your frustration with the Kingston Sears Auto Center.
We received the following response from the Sears Auto Center Manager: Lance was here on the 14th to have his wheel bearing installed. It was ordered the day before and was waiting for him when he arrived. However the tech didn't have the proper socket to remove the old hub. So he went next door to borrow one. The job was completed in the 2 hour time frame that he was quoted. However when the tech drove the car after the service he noticed some noise coming from the other wheel bearing. We informed the customer of this at time of pick up. There is no possible way we could have found this prior to changing the other side because of the loud grinding that was coming from the bearing we changed. The other side had no play but was noisy. At that time the customer got mad, threatened to burn down the building, and left.
Once again, we apologize for your experience with the ABS lights. We appreciate your business, and value you as a customer. We certainly hope you will continue to make Sears Holdings Corporation your choice for quality and value.
Sincerely,
Brooke G.
National Customer Relations
Sears Holdings Corporation
At 5:16 I wrote:
I am looking at the invoice for the 14th right now. As it clearly shows the truck came in at 10:09 AM and the invoice was printed at 2:10PM . Add to that the fact that I returned for the trunk at 12:00 noon and was told they were waiting on the tool, I think we can state that your manager is either a liar or does not know how to tell time.
As far as his ‘threatened to burn down the building’ crack, that was a response to the salesman’s ramblings earlier in the morning about he was joining the military to ‘burn things down’. I suggested that if he really wanted to burn something down to help America, he should start with this auto shop. The manager was not in the shop, so he is just repeating a third hand statement and you might want to better screen your sales help.
Towards that end, as your manager has never spoken to me in person and refuses to call me, even after I was told my his staff that I would hear from him the next day and then by your office that I would hear from him in two business days, you might need to pull him in for a little more management training. He does not act like a team leader.
My ‘experience with the ABS lights’, as you call it, is that I brought my truck into your shop for work and when it was returned to me, the ABS light was on. Your apologizes aside, what does Sears plan to do that? If you did damage my breaks, they need to be repaired.
I noticed that you removed your ‘satisfaction guaranteed’ slogan. I was told earlier that this was, because of your steady decline in performance, quality and service, you can no longer stand behind your work; but I have always discounted that as an urban myth, like how Kentucky Fried Chicken stopped using real chicken in their meals, which is why they shorted the name to KFC. Please prove me right and take care of this problem in a timely manner.
You think they’ll help a brother out? Na, I don’t either.
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