From: sasbrb@rolypoly.unx.sas.com (Brendan Bailey)
Subject: Re: Sears Best?
Originator: sasbrb@rolypoly.unx.sas.com
Date: Tue, 1 Sep 1992 18:53:24 GMT
Distribution: usa
Organization: SAS Institute Inc.


In article <1992Aug31.190713.19041@cbfsb.cb.att.com>, rjc@cbnewsf.cb.att.com (robert.cook) writes:
>
>I'm HAPPY & Sears is ok by me.                                 (today) :-)
>

   Being a first time homebuyer, I recently purchased a refrigerator and 
washer and dryer from Sears.  The delivery guys FINALLY arrived after we waited
for hours for them to show.  They got the refrigerator in and asked "Did the
salesperson mention you need copper tubing for the ice maker?"  She didn't.
Great.  No ice.  Anyway, the guy rushes and tries to explain how I can go out
and buy the tubing and hook it up myself.  
   They move in the dryer.  "Didn't the salesperson mention you need a dryer 
venting tube? No.  I really think having to ask for critical parts for things
is ridiculous.  It's like buying a car and then getting in to drive off the 
lot and seeing no steering wheel.  ("Didn't the salesperson mention you need
to buy a steering wheel?)  Great.  I can't use the dryer until I run out and
go get me a vent.
   Oh, another refrigerator problem.  We asked for the door handle to be on
the right side, but it was on the left.  They were not permitted (?) to change
it and we would have to call out a Sears repairdroid to switch it.
   They hooked up the washer and out the door they flew.

   Last night my wife and I bought a dryer venting tube and hooked up the dryer.
We loaded the washer and turned it on.  Sounds good so far.  Much quieter than
the old one in our old apartment.  About 25 minutes into it, my wife screams
that there's water everywhere.  Water about 1/4 inch deep was all over the
floor and running into the kitchen.  After unplugging the washer and dryer,
and dumping towels everywhere to catch the water, I pulled back the washer.
The idiot who installed the washer rushed the job and barely connected the
water drainage tube to the back of the washer.  I remember he tried it out
with the washer pulled out away from the wall.  When he pushed it in, the
tube simply popped off or pulled off slightly.  About an hour later and 
20 soaking wet towels, the mess was cleaned up.  To say that we wanted to 
torch Sears was an understatement.
   We called the saleswoman who sold us the refrigerator and demanded the
copper tubing to be added.  Another person had told us earlier yesterday that
adding the tubing would cost $75.00.  Our saleswoman told us she would handle
it and we wouldn't have to pay anything.  We also talked with the delivery
manager and told her our disgust with Sears after the leaking washer.  She
apolgized profusely and will send us a $50.00 check to ease our trouble.
They will be sending a service guy to fix the refrigerator door and hook up
the icemaker this weekend.  I guess we wont have to torch Sears after all.
   
   It is this lame half-way-done,oops-we-screwed-up-the-order type service
that really pisses me off.  When will companies learn that top notch customer
service gets results?!  Sure, Sears made up in the end (actually, it's not 
over yet), but we were counting on a smooth delivery during the hectic few 
days of moving.  The frustration and irritation with the door being wrong,
and the missing pieces, and the washer flooding will no doubt leave us with
poor feelings in dealing with Sears in the future, regardless of the fact that
they fixed all the problems in the end.

-----------------------------------------------------------------------------
Brendan Bailey                         "The NFL is on record saying that if 
SAS Institute, Inc - QA/Graph           it adds 150 expansion teams or hell 
sasbrb@unx.sas.com                      freezes over -- whichever comes      
Go Heels! Go Hornets! Go Panthers!      first -- Raleigh will be awarded a
The NFL in Charlotte! Target: 1994!!!   franchise." - The Charlotte Observer
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