artbyakm2183's Blog

Last Saturday a Service Man came to our home to fix the microwave. It needed parts so the man had to come back, said he would come back today..Saturday. Then it was said that he would be here friday...No problem, a bit annoyed that they rescheduled without asking but whatever. However, this did not happen! No one showed up even though THE service people changed the schedule. This morning my parents (their microwave) called the costomer service department to ask what was going on. What was supposed to be a call to find out when the guy would be here turned into a shocking conversation!

First, my dad talks to customer service....they tell him that someone came to the house yesterday (friday) and no one was here. That was not true, our home has several people living here not to mention 6 dogs that would bark up a storm if someone came to the door! Besides the fact that at the TIME THEY TOLD US he was here, there were at least 4 people in the house....including myself and my dad who was waiting for him!!!!!! Well after revealing this to the lady on the phone she "checks" her information or something (I was not the one on the phone so not sure exactly) and then says that he called around 3:30 and had no answer and didn't stop by....again not correct, no one called and with caller ID we were able to double check even though we KNOW that dad would have answered the phone for them or called back should a message have been left...nada...it was a lie. But who lied? From what I heard the service man had filled the log ...which would mean he lied, but then why the changes told to us by the lady on the phone? URGh....doesn't matter, they tell us that it was rescheduled for the 28th and that they don't do services on weekends....ok one, how is that when the guy was out here last weekend? on saturday?? When questioned this the lady answered that in the log it says he was here on Friday! So obviously the service man lied on the log...because he wasn't supposed to be here on a saturday?Probably. Two: why would you reschedule a time without consulting the customer? So far we have been lied to  and had someone make an appointment without knowing if the customer  would be here, Let alone asking us !!!!

So after going through that my mom takes over the phone...dad isn't getting through with being nice so mom does her thing. She started off nice enough, it wasn't that she was trying to be mean just wanted information and to get the friggin' microwave fixed when it was said it would be fixed! If nothing else to have them correct and admit the  "mistake" THEY made. Well the lady pretty much repeats the incorrect information to my mother a few times, without so much as listening to my mother, so my mother asks for a supervisor...not an unreasonable request considering what was being said and what wasn't being done. The lady side steps giving her the supervisor with every excuse there is!!! Even saying that he was in a meeting to saying he wasn't even there!!! Another lie. This goes on for about a half hour...mom kept repeating that she wanted a supervisor and the lady kept making excuses not to send her through including saying that he would give my mom the same info she had....mom said she didn't care and wanted to talk to the supervisor and the lady would say the next line! At this point the excuses are runmning through the cycle over and over..."he's not here" "he's in a meeting" "he'll tell you the same thing I am" yadda yadda yadda.....

I asked mom if the lady was a robot ( lol) because she was just repeating the same lies over and over again to avoid putting a supervisor on the phone....a simple request!!! So mom says something to me and the lady then puts her on hold supposedly trying to get the supervisor at last......That is where I left the room. As of right now it sounds like mom and dad are taking the microwave out to take it back under warenty (don't know for sure though, I am just hearing a lot of noise and in this house that could be anything!) and get another...and I hope my parents complain to Sears about their service people. I assume Sears uses another company  for the repairs but if this is the "service" and "customer service" that company  provides I think Sears should know about it and if they have gotten enough complaints maybe they will DO something!

Anyway...I will be back later to update when I find out where this is going. I am just so dumbfounded that this is happening! Why is it so hard to put a supervisor on the phone? No matter what they are going to say they should still be put on. My mom worked in a company that took service calls all the time so she knows how it works...but  also knows that it is a load or BLEEP that no one above this lady was there to take the call! Don't get me wrong, i believe in being nice to the customer service people...but this was worthy of some harsh talking. My dad was nice and got nowhere, my mom started nice then only raised her voice a bit in frustration and repeatd herself.... but the lady wanted to play games. So if you plan to call Sears' service people , be prepared. Who knows what they will throw at you.