Tuesday, December 18, 2007

How The Grinch Stole Christmas - Sears Style

I had originally planned to make this entry a Night Before Christmas spoof, but levity is not the order of the day currently.

In October, I purchased a brand new 2008 Kenmore confection oven. This wonderful thing had three racks! I was so looking forward to my Christmas baking. Then last Sunday morning, I tried to preheat my oven for a breakfast casserole and . . .nothing happened. I pulled out my manual, tried all the troubleshooting tips . . . nothing. The week before Christmas and my brand new 2008 oven had died.

A call to the national Sears helpline brought the news that the soonest a repair person could be out was New Year’s Eve! So much for Christmas Dinner, much less any baking. Undeterred, I called Sears at Fayette Mall where I had purchased my oven and a wonderful gentleman I know only as “Abe” took up my cause. Within an hour, I received a call from Sears’ customer service. From “Mabel”. [Cue Grinch theme.]

Mabel said a repairperson would be out if possible on 12/19/07. I told her that was a concern as well because if the repair was not easily fixable, I'm still looking at being without an oven on Christmas. I reminded her their policy was replacement within 90 days. I was told I would have to pay a 15% restocking fee. I would have to PAY to have their policy enacted. Further, when I expressed concern that this threw a wrench into my Christmas plans, she said, "Ma'am Christmas isn't until next week." I told her I was well aware of when Christmas was and I didn't appreciate the condescension. While Christmas may be next week, Christmas baking occurs this week! To add further insult, when I thanked her and said I was going to pursue it with the local store and hung up, I picked the receiver back up and discovered she hadn't hung up and REFUSED to hang up until she gave me Sears' Make A Wish sales pitch. I said, "Are you kidding me? After all this do you think I'm interested in further participation with Sears?" She said, "I'm not hanging up until I finish." She actually held my phone hostage! It was SURREAL.

Now, more angry than disappointed, I again call the chivalrous Abe who got his department manager, “Scott” involved. Finally a most apologetic man named “Albert” called and said a brand, spanking new oven is to be delivered and installed on Christmas Eve.

Word to the wise, Sears shoppers.

1 comment:

Erin Vest said...

How's the oven situation? I've been checking back - hoping for a positive update...

[sigh] "Customer Service" reps are usually at the bottom of my favorite-people list :-(