Complaint Review: Sears

I purchased a T.V. from Sears and within 1 year it has gone out twice, both times it has been the same problem. The first time it took 5 days to get someone out to my house and then another 5 days for the part to come in. My next dealing with Sears was not so easy....

After calling Costumer Service I was informed that I do not need to have anyone come out to my house since he could tell it was the lamp and he would just order me one over the phone. He said it would take 5 business days to get the lamp and I can easily install it myself. Well, 5 days later and no part I called Sears to find out the status of this order and after talking to 5 different customer service reps I was told it was put on back order and it can take up to 30 days to get. I told them that was unacceptbale and I wanted to talk to a manager. The manager that came on the phone said he would get to the bottom of this and call me back with some kind of answer, that was 2 weeks ago and I am still waiting for the phone call! I called back the next day and I spoke with the rudest manager. She is now telling me she has no record of a lamp being ordered and all this could have been avoided if I would not have listened to costumer service and demanded a service tech come out to my house (apparently this is my fault).

A service tech came out to my house the next day and ordered the lamp, it was suppose to be at my house within 5 days.... it is now day 25 and I still do not have the part, which means I still can't watch T.V. I have spoke with approx. 15 costumer service reps and managers and not one of them has offered any help, any apology and has taken no responsiblity. Never again will I purchase anything from Sears!

Susan
bakersfield, California
U.S.A.