Monday, July 13, 2009

Sears Update

Remember my Itsy-Bitsy Frustration with my Sears appliances?

It was gratifying to get all those head nods, and a little attention from Sears at the Executive level, too.

It started with this comment:

"Dear Sears Customer,
It is disappointing to read about all the issues you have been experiencing. My name is David and I work for the Sears Cares Team. We would like to speak to you regarding any issue you may be experiencing. Please contact us at searscares@searshc.com so we can further discuss your concerns. Thank you,David V.Senior Case Manager"

This morning I recieved a call from Edward, my newly assigned case manager. He's promised to oversee my case from this day forward and keep me as happy as possible. I appreciate that. I really do. Prompt and efficient customer service is of utmost importance to me. I plan on keeping my frustration in check, cross my fingers that those parts arrive ASAP, and joyfully attack my piling laundry sooner rather than later.

Edward has his work cut out for him.

21 comments:

Amy said...

What a case manager at Sears? That is crazy. I hope he stops by and washes the clothes and folds them. I also wanted to say thanks for the kind words for my little one. She is feeling much better.

Kristina P. said...

This is amazing! It seems like they are taking things seriously, at least.

T Rex Mom said...

Wow! I've never heard of such a thing. You'll have to let us know what exactly a Sears Case Manager does.

Laurie said...

The power of the written word! That is a huge step in customer service. hopefully they can "iron out all the wrinkles"(sorry for the bad laundry pun:) couldn't resist. It's amazing to me the attention from a blog post. You are a powerful blogger.:)

parentingBYdummies said...

Well, pretty soon you will have no dirty laundry excuse...not sure if that's a good thing or a bad thing. Good luck with that:)

Jen said...

Wow the power of a blog post. Promise me that you will only use your powers for good. Promise me ;)

Lolli said...

Oh no! I wish I could help you with that laundry. I know what it's like when it piles up times 7!

Em said...

One of the few benefits of a bad economy - better customer service.

A little kindness never hurt any company. Way to go Sears.

I'll be interested to see how well they do follow through - hear that Sears, my fridge is on it's last legs and I'm watching you!

(hope that helps ;-)

Casey's trio said...

Awesome:) Doing laundry sooner rather than later is definitely a MUST!

Grand Pooba said...

Wow, you must have put up a good fight to get a case worker! lol

Good luck Edward!

Melissa said...

So this dude was reading your blog?

CC said...

You have a Sears case manager??? Wow. I have student's with major home issues that can't even get a case manager. ;)

Kimberly said...

Edward lives to serve you...at least as your case manager he should! :) Hopefully all works out well. Good luck!

Kathy B! said...

Well, I'm glad that the collective head shaking worked!!

I have my fingers and toes crossed on your behalf :)

Susie said...

Good luck Edward...it will be an uphill battle.

kisatrtle said...

the joy of customer service. I'm still not sure this country knows what that means. Good luck

Becky said...

Wonder if anyone from Sears took the time to read your blog. If they had someone checking for internet posts on their store, you probably would already have all your appliances fixed/replaced just so they could get some free, good publicity! LOL!

Marla @ Stolen Bon Bons said...

I have so been there with Sears. I bought a brand new washer in within 1 week it no longer worked. I called and they sent out a guy and told me oh well we need to replace some part and it will as good as new I'll have it next week. I called Sears told them no way I just bought it and they were going to replace it with a brand new one. They didn't have the one I bought in stock so they upgraded me to the next model. I was very happy and shocked and picked up my new washer the very next day.

And also as a mom of 5, I hope you are back in service ASAP! I know how fast those piles can turn into mountains!

scrappysue said...

did edward read your blog or did you just get a prompt response!?!

Bonnie the Boss said...

I hope you get better service than I am. Good luck!

Jenners said...

Get on the job, Edward!