Evelyn
Hyattsville,#2Author of original report
Wed, March 19, 2003
Well i got a call(message) on Monday from Bonnie that they had viewed the tapes and i was indeed at the Bowie store and she can't explain why it said New Hampshire on the receipt. They had shipped it out and they couldn't get it back so they were going to replace my vacuum. Wonknocca the security manager called and i spoke to her, explained that it had been shipped out and took a bit of time register on their system, they had viewed the tape and the vacuum had been received by 1 of their temporary workers. She said to come in and choose a vacuum up to $169 which was about the price of the vacuum i had sent in. I went in today, Tuesday, i didnt see any vacuum i liked so i was given a gift certificate for that amount. So thank you Wonknocca for your help and thanks to Calvin who called twice today to find out how things were going. I do not have much to say about Bonnie, just that i think she should go for management refresher courses and asked to go for anger managemeny classes as well!
Evelyn
Hyattsville,#3Author of original report
Sun, March 16, 2003
I wake up at 5am on Saturday(3/15/03). I am still very angry from the events of the day before, i know that no one is willing to help and so if i really want to have my house vacuumed i better make some calls to find out what is going on and also report my incident of the day to upper management if i can find 1. I start by calling 1-800-4-My-Home, i tell them i am trying to trace my vacuum, i am adviced to called Whirlpool which is supposed to be the makers of KENMORE. I didnt even know that so i learn s'thing new. I call them they are closed, its a bit too early. So i get online, thank God for computers and telephones. I go to the Kenmore page to find anything on Kenmore Vacuums, they take me to the purchase site which is not what i am looking for. I come across the "send us email" page. I was so happy , i type my story and send it. I surf the net some more and then call Whirlpool back. I am told that they do not deal with small items like vacuums and that i would have to get in touch with the Store, back to square 1. I wait a few hours and call the 1-800-4-my-home to find out if anyone could tell where a return or repairs would be sent to and how i can trace an item or why i would have a NH recepit if i am in Maryland. They are all not able to help me and advice me to call the store. At about 12.30pm i call the 1-800-4-my-home again(at this pt i feel like i can dial this numbers even in my sleep) a lady picks up and i tell her that this whole thing is ridiculous. She advices me to call customer relations(retail dept) and this is when i meet Calvin. I summarize the events of the day b4 to Calvin and he decides to call the store and try and speak to the Operations Manager. Calvin tell me that BONNIE picks up and says she is the Manager, the only 1 on duty. He comes back with the same info. that i had told him, at this point i am really fuming b'cos i have been on the phone for about 45 mins and he comes backs and says BONNIE says to wait till monday and that there was nothing she could do. I tell Calvin that is some bull b'cos he was the same person who told me that the right procedure would be to give me a vacuum while investigation was going on, so why would he come back now and tell me to wait till Monday, he tells me that BONNIe was not been helpful and that there was nothing he could do. So i ask him if he would let "1 small lousy manager" make SEARS loose a customer of 5 yrs? He knows better so asks me to hold on again, he comes back after about another 20 mins with Carol, who claims she was from the NEW HAMPSHIRE store and that i was not in her system. I tell her "of course i am not in her system, i have never been to NH B4". She tells me how sorry she is and that if i had come to her store, she would have replaced my vacuum, and that my vacuum may have been misplaced in their BOWIE's warehouse. This is news to me. BONNIE never told me about their warehouse. i learn s'thing new again. So when Carol gets off the phone, Calvin apologises and tells me there is nothing more he can do than send an email to the regional manager. I ask for the address so i can send him an email too, but he claims he is not sure who the manager is and that i shd go to sears.com and send an email there. If he does not know who the regiona manager is, how would he send him mail? hmmmm I get off the phone with Calvin at about 3pm,another half of the day on the phone with no solution. I sit here and tell myself to calm down and not let that bi.ch and SEARS mess up my day and beautiful weekend. So i will be here on Monday waiting to hear from BONNIE and the Security lady WONKNOCCA, they better have s'thing good or all hell will break loose and that is a promise! ... to be continued