From: ac@vlsi.ll.mit.edu (Andrew V. Curtis)
Newsgroups: misc.consumers
Subject: Re: SEAR'S WARNING!
Date: 15 Sep 92 18:27:59 GMT
Distribution: usa
Organization: MIT Lincoln Laboratory, Lexington MA

In article <1992Sep15.132344.10835@cbnewsk.cb.att.com> monwel@cbnewsk.cb.att.com (douglas.w.monroe) writes:
>In article <1992Sep14.123440.1@vax.sonoma.edu> butler@vax.sonoma.edu writes:
>>         ****  Sears service flaw deleted ****
>>-Bob
>>
>
>
>
>First off, let me say that I think this vented outrage in such a public forum 
>is irresponsible on your part. Second, let me tell you that I used to work at 
>a SEARS during college days. We constantly had people coming in to return
>things that, IMO, should not have been returned (eg shoes that wore out, trash
>cans with bottoms worn out from dragging, etc.) We ALWAYS refunded, sometimes
>with a small amount of "haggling". The SEARS philosophy at the time was
>that it was better to give back the 10, 25, 100 dollars rather than risk
>his/her NEVER coming back in the store again. I can suggest going to the 
>store manager, waiting if necessary, and demand some satisfaction. If he/she
>balks, take them to the front of the store where it says "Satisfaction 
>Guaranteed" and make your point in front of some customers. Hope it doesn't go that far, but stop playing games with the "peons" at the counter, go to somebody
>who CAN do something, as opposed to somebody who doesn't WANT to do anything!
>-- 
>                                                          Doug Monroe
>                   				       dwm@pruxl.att.com
>  						 or   monwel@cbnewsk.att.com

	First, I agree that your best bet for action when it is refused
by a service worker is to seek management instead of getting upset.

	Second, despite chain store's never-ending battle to ensure 
continuity among branches it never happens.  The cooperation of any given
staff is directly related to the attitude towards the customer presented by
management so it is possible to have a Sears that has poor customer service.
So someone is not necessarily whining over a bad experience if it does not
occur in the store you worked/shop at.

	Third, yes there are a lot of assholes out there taking advantage of
"Satifaction Guaranteed" but one of if not THE major selling point of Sear's
products is the unconditional guarantee.  For example, the only reason I buy
craftsman tools is because I can replace them if damaged regardless of whether
I did the damage or if it was a factory defect.  If this was not available I
would buy my tools elsewhere.

	Finally, IMHO most merchandise I have bought at Sears and most of
the people working there are very good with the MAJOR EXCEPTION of the
auto department;  the service people are ignorant...if the electrical test
says the electrical system in your car is OK than it must be OK (what about
a short that isn't detected by your system),  the salesmen are rude and always
in a rush to sell you and move on to the next customer (if you are that busy
hire more people because commission salesmen/saleswomen are a dime a dozen)
and the guarentees are misleading (I previously posted an article about the
roadhandler tire guarentee that only covers even wear across the tire).


Thanks for your time,
Andy C