Sears Customer Service Not as Great as I Thought

For those of you not up to speed on my Sears saga, here's a short background to get you caught up:

I bought an elliptical from Sears, had a problem with it, and they said they would make it right. I was happy about it and posted that Sears Gets Customer Service Right.

Then I had someone comment and say, "Wait a minute, the machine may be at your house, but it's not put together yet. Don't count your chickens before they are hatched." I responded that I'd be posting if they didn't deliver on their promise in a timely manner. (I set that date as last Friday.)

Well, they didn't deliver.

We got the run-around on the phone for over a week. Finally, on Friday night, they called and should be sending someone out on Tuesday to put the machine together. We'll see if he actually shows.

What a shame. Sears took a bad situation (my broken machine) and turned it into a customer service victory. I was happy with Sears! I was recommending them to friends! Now that they haven't followed through in a timely manner, I'd put them at "average" customer service at best.

Stay tuned -- more to come.

Update: Here's how it turned out.