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2016-11-17
1/5
2 months of nothing, to get something done?
"- Bought a Panasonic 42" LED TV @ $599.88 with a 5YR Warranty for $179.99 on Feb 10th, 2012 from Sears.com & picked it up at a Sears store a few days later. Been happy with it ever since.
- We contacted Sears on 09-14-2016 due to TV is dead, and not powering on. Luckily we purchased a 5YR warranty & it's still within that 5YR.
- Appt. set with Sears for 09-27-2016 to have an External/Authorized (not sears) Repair Tech come out with parts on hand to fix TV.
- External Repair Company ordered parts on 09-29-2016 after finding out the parts they had ordered did not repair TV.
- Called External Repair Company on 10-21-2016. Parts expected to arrive on 10-28-2016
- Called external repair on 10-28-2016. Parts expected to arrive on 11-04-2016
- Checked status on the External Repair Company’s site and it states that there is a date completed on 11-04-2016. Apparently they could not repair the TV, but did not inform Sears. They don’t get paid until it’s fixed or deem it’s unrepairable and they will contact Sears.
- Called External Repair Company on 11-04-2016, they will not pick up any of my calls after 7 attempts throughout the morning/early afternoon.
- Called Sears customer service late in the day on 11-04-2016, they will be contacting the company to find out what the current status is & will call me back in 24 hours.
- Called back Sears on 11-07-2016 as the 24-hour call never happened & found out that the External Repair Company had not ordered the part from Sears. Need to wait until the 18th to give Sears a call back to find out why it's taking over 2 months for a TV repair.
- Called back Sears on 11-17-2016 as we received a Service Survey for Service that was performed at our home on 11-15-2016 when we have heard nothing from Sears or the External Repair Company. Spoke to a Sears rep again and find out that we now have been authorized on 11-07-2016 for a replacement for our Dead TV, but did not receive a call about it. Transferred to Replacement Dept. and speak with rep about a "Comparable Product". We paid $179.99 extra on a TV for a 5YR extended warranty to only get $497 back to be told we need to pick out a Comparable Product in one of their stores.
While I realize Sears is not Apple, I remember buying a Computer & Monitor and I was within my warranty when my CRT monitor died 4 years later after buying it. Apple’s warranty company did not carry the same model as it was discontinued and Apple had upgraded me to a larger screen size of the new series that replaced my CRT per an inconvenience to me. They had also given me the option of just cutting me a check for the full monitor cost from when I had originally bought it.
Sears... this is what standing behind your customer and products mean. Giving your customer the short end of the stick and taking forever to get things fixed is unacceptable. This is why Sears will not and cannot compete with the larger retail companies like Target, Costco, or even Amazon. Sears customer service seriously needs an overhaul as your customers just sit there while you try to figure it out & not spend too much money on overhead cost with a much faster solution to remedy a solution to take care of your customer's needs. Your own practices are driving away customers from little life experiences like this. Sears Customer No More. Thank you for putting that nail in the coffin in regards to if I had any reason to doubt my decision on remaining a loyal Sears customer."
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