The other day I posted that I'd had a good customer service experience with Sears and received the following comment from a reader:
I had to comment on this one as I have had bad luck with Sears service in the past, and it seems like you had a somewhat similar experience, and are calling it good service. I couldn't find out the exact timeline of your story, but it seems like you purchased this machine about two or three weeks ago, and you still don't have an assembled working machine in your house yet. You've had to spend a lot of time going back and forth with Sears to get the problem resolved, and it is STILL not resolved. Why wouldn't they send the guy to assemble it with the delivery?
Our similar experience was with a dryer. When it was delivered, we were told that there was a small dent in the back of the dryer that was cosmetic and wouldn't be a problem with the function of the dryer. We accepted it slightly discounted for the "cosmetic" damage. A few weeks later, the dryer was not working. We called out for service, and they told us that the drum was damaged (from that "cosmetic" dent). We got the runaround from Sears for three or four weeks before we got someone that told us that we needed to bring in our receipt to Sears and schedule them to deliver a new one. So we did that the next day and it was another week or so before we could get it delivered. Long story short (too late) we were out a dryer for 1-2 months with a NEW dryer from Sears.
I don't mean to ramble on, but I would warn you not to count your chickens before you're actually USING your new elliptical machine..... GOOD LUCK with your Sears "service".
I thought this was a good comment and responded accordingly:
For me, I just like the fact that Sears backed up their product. It's what a retailer is supposed to do which is in stark contrast to an experience I had with Target during the same time frame. (I'll be posting on that next week, I hope).
I do not yet have the elliptical assembled (I could have done it myself this weekend, but I was busy) and rest assured, I'm tracking the situation. I'm giving them this week to get it set up to maintain my satisfaction. Otherwise, you'll be seeing a post titled "Sears Blows it". ;-)
Well, it's not looking good for Sears. The week's almost over and we don't have our elliptical set up yet. Stay tuned.
Please read my blog about how Sears sent a convicted KIDNAPPER to my house four years ago. The same day...mysteriously...my wedding and engagement ring were stolen. There was a trail of mud prints from my basement through the kitchen, up the stairs, into the bathroom AND master bedroom. Yet, they won't settle with us. I hate Sears.
Posted by: Shelly Z | March 01, 2006 at 09:45 PM