At
one time the consumer could rely upon Sear & Roebuck for reliable
appliances and tools. The Kenmore and Craftsman brands were legendary for
providing high quality products at reasonable prices that would last. And Sears
stood behind those brands. But that is a time that has passed. Sears Holding
Company is NOT Sears & Roebuck. The once stellar customer service has been
replaced with excuses, rudeness, a lack of accountability, the need to call
numerous 800 numbers to speak with representatives that are not interested in
problem solving, buck passing, and most concerning – an acknowledgement of a
design defect that numerous consumers have identified but a refusal to accept
responsibility.
My
most recent frustration began with my Kenmore Elite clothes dryer model
79681728010 (wrongfully identified on the sticker affixed to the actual dryer
as model 79681728000, which, I have been told does not exist), Serial Number
108KWWZ07233 ruining yet another item from my wardrobe. The lint screen has
never fit flush. From the outset the right corner has protruded, catching
unsuspecting delicate items by the strap, armhole, drawstring, waistband,
neckline or hem and causing said item to become twisted, stretched out, torn,
or otherwise not wearable. We cleaned out the lint box the screen slides into.
We replaced the lint screen. But the
problem continued. As a work around I generally secure delicate items into a
lingerie bag or hang to dry. But I shouldn’t have to do so. This dryer has a
delicate cycle.
On
prior occasions I called the 800 number to complain, but was told I would have
to pay for a service call. So I declined until today when the very expensive
dryer with steam refresh ate my favorite tunic. That was a new top and I loved
it.
I
called the Sears Customer Service numbers and received the typical
run-around. I was transferred and / or
disconnected 8 times. Two “customer service” reps hung up on me. One woman told me I could call the CEO Edward
S. Lampert, and he would also tell me that despite the fact that numerous
websites, including “ShopYourWay”, upon which numerous customers complained of
the exact same problem, would tell me that I had no recourse because I did not
buy an “extended warranty”.
From
one “Google” search this morning I found the above links. The Customer Service
reps kept telling me that they had to send a “technician” out to confirm the
problem – even though they ACKNOWLEDGE THIS IS A PROBLEM. And they insist on
charging me $79 for the visit.
So I
will post this blog and plan to call Sears Holdings Corporate Office
tomorrow. For anybody else with similar
problems, the phone number for HQ is (847) 286-2500.
For
sending a certified letter, which I plan to do, you can mail your complaints
to:
Edward S. Lampert
Chairman & CEO
Sears Holding Corp
333 Beverly Road
Hoffman Estates, IL 60179
I
plan to send a separate letter to:
Mr. Arun Arora
Sr.VP & President of Appliances
& Home Services
According
to Yahoo Finance, these are the key executives:
|
Mr. Edward Scott
Lampert , 53
Chief
Exec. Officer, Chairman, Director, and Chairman of Fin. Committee
|
0.00
|
0.00
|
|
Mr. Robert A.
Schriesheim , 54
Chief
Financial Officer and Exec. VP
|
1.33M
|
0.00
|
|
Mr. Jeffrey A.
Balagna , 54
Chief
Information Officer and Exec. VP
|
1.15M
|
0.00
|
|
Mr. Arun D. Arora , 44
Sr. VP
and Pres of Home Appliances & Home Services
|
1.59M
|
0.00
|
|
Mr. James P. Mixon , 70
Sr. VP
of Supply Chain & Operations
|
N/A
|
N/A
|
Perhaps
if all customers that have received substandard customer service contact these
key executives, they will understand why the company is losing money.
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