Motivated Motion

MY REPLY TO EVER-SO-WISE SEARS

The following note is a reply to the last letter Sears has sent me reguarding the mess they created. You can read the last letter to me at the link below:


http://motivated-motion.blogspot.com/2010/08/sears-saga-continues-here-is-latest.html

My Newest Reply:

Dear Courtney,

I appreciate that you have gone over my grievances.
I see that you refer to policy several times. I also think that what you have said means that some of the things I have addressed cannot be changed until you get more complaints about the similar issues from other customers.

Seriously now....the issue with your protection agreement department not having an ID saying Sears attached to the number is the #1 catalyst to this whole thing. I have sited many many other grievances that have been made public and were available to me over the internet over this situation going back at least as far as 1988, and I do not believe that this situation should continue any longer. It has nothing to do with the service rep being able to open their ID when they call. It has to do with the number being assigned getting an actual name of Sears on the ID. Perhaps this situation is occurring because you are not doing the Sears work with Sears employees and you are using a contracted company to do the work that refuses to carry the Sears ID. If this is the case then they cannot identify themselves as Sears.....can they? Of course this is only speculation on my part that you must be contracting out the calls, but it seems the only logical reason a Sears ID could not be on all the lines of the customer service reps for warranty.

You are inviting problems with your customers questioning your reps and asking to speak to management immediately if they doubt the validity of the call, and by asking them to hold on for 48hours to get a manager is really bad form under the circumstances you are creating by not having a Sears ID on attached to the telephone numbers that are being used for these purposes.

Your customer base that holds the Sears Credit card is aging. This means we are becoming more vulnerable as the information technology age grows at a faster rate than our own knowledge base can grow. We rely on being able to still speak to a person of authority immediately if we request it, especially if we are concerned about our private information security, and about giving out our credit card number to someone who initiates a call to us. Older folks are being frauded all the time by folks who call them to provide bogus service. Sears used to be counted on to provide good customer service. This means actually providing it. Not promising to provide it in 48 hours.

You have also neglected to inform me about the ISO rating of Sears. I need to know which ISO rating you are compliant with so I know if the policies you have told me about in this note are compliant with the rating you hold. I have been waiting for info from you on this issue, yet none has been provided. I believe I asked for someone policies and compliance to write me on this point, once already.

Reguarding me replying promptly to your emails or not.
When I took two days to deal with the company on the telephone with zero satisfaction and zero service, I used up all of my free time. Now I have to take the time where I can get it to reply to you and to contact you in whichever way necessary when I can, as the first two days of giving you all my time resulted in nothing. Unfortunately I am not about to rush some other important aspect of my life which will attain results in the proper timing and format, just to appease Sears so they can clean up a mess they created. You will just have to be patient with me like I have had to be with you.

I am still reserving my right to deny or accept your offer after I have learned all I needed to from you reguarding policies and compliance.

Sincerely,
Lynn Tucker

It looks like we need a list of complaints about the same problem to effect change. If you have documented a similar problem could you please contact me through comments.

http://motivated-motion.blogspot.com/2010/08/my-reply-to-ever-so-wise-sears.html