Wednesday, July 28, 2010

Here Is The Sears Follow-UP So Far.....And my response

Hello Ms. Tucker,

Thank you for taking the time to bring your concerns to our attention.

We value you as a Sears customer and regret that you have had an unpleasant experience.

We have directed this important issue to our Corporate Customer Service Department for further review. One of our Customer Service Representatives will be in touch with you to address your concerns.

We appreciate your continued patience and apologize for any inconvenience this may cause you.



And This is My Reply:

Dear Customer Service,

It is now in the 48 hour day, and I have had not been called or emailed by the Warranty Department for the multiple verbal complaints I made for which I was told there would be a response within 48hrs.

But the Warranty Outgoing department (and she identified they were in Montreal) called me again this morning. They were addressing the fact that they still had not made a sale on the transaction of the vacuum warranty.

I questioned the girl that called me and I asked if she was phoning to sell me my warranty plan or not. She said yes that was why she was calling. She began her conversation with all of the warranties I could renew for the big money. I stopped her. I said that I was expecting a call from her supervisor today over a very big quality assurance issue that occurred on Monday, and seeing it was now the 48 hour mark day I was expecting to get a call from the supervisor.

She told me she would get her supervisor. He came on after a couple of minutes and his name is Raymond.
He was absolutely oblivious to this whole situation. He said that would have to go to the warranty department and I probably called the wrong people. I told him I had called his department first to complain and I called the warranty incoming department at the 1-800 number after being instructed to by corporate, and when I got no satisfaction from either I then sent this email thread to Home I said there were there-and-about 5 verbal complaints made with requests for the supervisor from outgoing and incoming customer service. I told him I had an email thread I would like to send him by email so he come up to speed on this and he told me that he had not way of getting an email. I was shocked that there were no way to send him the thread.

He only wanted to address the warranty transaction not going through and I said I was not going to do that. I needed to address 7 quality assurance issues reguarding that department and Theresa, and he did not want to talk about that. He said I would have to address the situation with warranty. This call ended at 10:00AM. I hung up, I was not going to complete a sale for this with him, if he was not going to address anything.

***while writing this note I got another call*******

I received a call from Danny The Supervisor in Warranty which ended at 10:58AM
He too wanted to address the transaction not going through. I told him that there were 7 quality assurance points that needed to be addressed and they were so gross that I was forced to contact corporate and send an email. I told him that the best thing would be for me to send him the thread in email so he had the details of the thread in hard copy. He too said he could not receive emails.
I then asked him to be very patient and listen to me read the whole letter. I said I would do my absolute best to be very clear when I spoke and not emotional or angry, but to please let me finish the letter because it was long and detailed the 7 very specific points.
He cut me off before I could finish reading the letter. I asked him to let me finish. He said no because he could clear this up very quickly. I asked to please let me finish the letter so he had all of the quality assurance points and he would not.
He cut me off and then began to tell me that she did not have all of the credit card number. That part was blanked out.
I said that is only part of the problem with that. I could not ensure fraud had taken place and I needed to speak to a supervisor, and I said that a supervisor was not available. He said it is not our department's policy to allow you to speak to a supervisor and they will contact in 48 hours and he is doing just that. (I found this incongruent, as within the same prior hour I got to speak to Raymond the supervisor of the department I originally called at the 1-877 number- so who was abiding by policy? Raymond or Danny?)
I said to Danny that he had not addressed my complete issue with the first complaint and I got heated angry because he never allowed me to finish reading the letter outlining the points yet wanted to give me a half response to the first complaint.
I said to him again in a very very very loud voice that there were 7 points of quality assurance that had to be addressed and the credit card number was only one thing.
As far as I am concerned I had the full right to to be worried about fraud! Why the hell would Sears allow anyone who wants our account numbers to call from a number with a blocked caller ID!? That is the stupidest thing I have ever seen! And in doing my research I have found this is not the first query to your company about this problem: sited: ,,,,,
My biggest concern was that this started with the fact I was really on high alert when a number with no visible caller ID wanted my card info, and when I wanted to speak to a supervisor to tell them about this concern I go no supervisor. Then when I call back to double check a detail there is no record of the transaction, then I again cannot get a supervisor to investigate it. Now I have had to investigate this all myself and with no aid or help from Sears.
Sears motto is "Satisfaction Guaranteed" How can Sears guarantee satisfaction if a supervisor is not on board to address possible fraud issues when there is a legitimate concern when the transaction is NOT showing in the system. Especially after all of the queries I had to make to get that far.
From looking at the web public complaints I have truly legitimate concerns that needed to be addressed immediately, and nothing was really dealt with so far. A Supervisor like Raymond of the 1-877 number would have addressed this quickly if they were available to do their job, and they were not, so there was no way on Monday I was going to know if I was frauded or not. Plus the gross issues reguarding my private information being confirmed by Theresa, then never making it into the system as a whole is disgusting, because it added to the worry that I was frauded and something was fishy. I didn't say in my earlier note but she was looking at my warranty agreements and she even questioned me on why I had not had my furnace tuneup or AC tuneup in the past two years while she was trying to convince me she was a legitimate Sears rep. It is none of her business if I had a tuneup or not!
This whole thing is way out of hand. If you instruct your supervisors to cut people off when they are talking so they cannot address all the points, how can it be dealt with properly?

The behavior of your supervisors is shoddy and unprofessional.
The supervisors seemed only interested in completing the transaction ASAP, and not deal with the 7 gross issues of poor Quality Assurance, and were not interested to learn about the details of the situations that occurred with the Warranty Department on Monday.

I am really tired of having to spend hours and hours following-up with supervisors who won't listen and dealing with folks who "Just want to make the sale" at the expense of my personal information and security, with those who Sully the name and reputation of Sears......and still no "Satisfaction"

Your Company Policy is merky at best.
Your Customer Service is not there if when someone has a query and asks to speak to a supervisor they are denied the action
Thus you are not living up to your motto.
And your practices of blocking the caller ID are questionable business practice and do not make the customer feel comfortable at all when they are asked to give out their private security credit card information over the telephone!
What the cold callers from the Warranty department are doing is not customer service, it is really just sales, and if they cannot make the sale they don't want to know about anything else.
They send a clear message to the Sears Customer that they are not interested in the motto or complying with ISO standards and practices, and wont satisfy a customer by allowing them to talk to a supervisor. Plus when they get a supervisor the supervisor does not want to address the whole of the customer's concerns, they only want the end result to be the sale and if they don't get that they DON'T CARE.

I want proof in writing as well as a telephone contact that outlines what you will do at the head corporate level to investigate all of this, and details about the measures taken to ensure the customers, especially the ones who feel vulnerable because of the situation get to speak to a supervisor right away, and also a way to contact JP Morgan Chase financial to discuss these practices by the warranty department of Sears, and I want someone from standards and practices to contact me to discuss with me the ISO standing of Sears and the details of their certification, so I can determine if I need to report your company to a standards commission.
I want documentation addressing everything I have sent in this thread as a whole.

If I am forced to do all this investigation because you are not Satisfying me, and I am taking the time to document everything, I would like you to do the same. As it is now 12:20PM and again today I have had to spend over 2.5 hours on all this stuff over and above the over 4.5 hours I had to spend on Monday....again....with no "Satisfaction" as you Motto guarantees.

Lynn Tucker

Folks might be interested in this page that outlines Sears Corporate Responsibility

Here is the post on the beginning of this email thread:

Monday, July 26, 2010

What the Heck Is Happening with This World?

It seems that every time I turn around I am now forced to rant about yet another poor quality of service. It is now like a mantra.
Holy Monkey! I cannot believe I have tell you about another thing that happened to me that makes me want to vomit with disgust.
I thought I had heard all the BS when it came to the hospitals and their lack of care or concern for my poor 971/2 yr old mother-in-law.........
Now more BS from Sears Canada today that makes me really worried for more vulnerable folks who may not question anything and just give out info.

If you are a Sears Canada Account holder you need to read this: This is a letter I sent today about an incident that occurred to me today:
(I will post their reply to me as soon as I get it, and I promise I will not edit it.)

To Whom It May Concern,

On Monday July 26th, 2010 I received a call from someone identifying themselves as Theresa from Sears extended 12:56PM
The number I was called from came up on my caller ID as UNKNOWN CALLER. The number is 1-877-889-2024.
The woman inquired if I would like to extend the warranty on my Kenmore vacuum, as it had recently lapsed. She also inquired about early renewal of my furnace and air conditioner, and any other warranties I had which would save me over $100.00 if I renewed them early.
I told her I would not like the whole of the warranties renewed at this time, but I would like the vacuum warranty renewed.
Then she told me I needed to give her my card number.
*I told her I had problems with that as I have no way of knowing if they are officially Sears or are an impostor, because the caller ID is blocked by the caller.*

As I looked for my card I thought about how I would ensure my own security.
While I was looking for the card she began to read off my card number, and I asked her to wait a second. She had gotten read off the first 4 or 5 digits before I stopped her.
I stopped her because I was not looking at my card at the time, as I was still looking for it. She was anxious on the phone to get me to confirm and kept talking while I was looking for the card trying to convince me she was an official Sears representative. By asking questions like: You see the 877 number, you can call it and see....
Once I found my card I had decided to ask her to tell me the last 4 digits of my card so I could ensure she did have access to my information by legitimate sources.
Theresa told me 4 digits that were not my account. I told her that was not my account. She then said that there were two cards on the account and the other card number was.... and that was my card number.
**Theresa said she had both of our account numbers in her system and she could see them. **

When I was satisfied enough that she did know my account number then I approved the warranty for the vacuum.
After I hung up with her I realized there could be an issue if the wrong Kenmore vacuum I own was put on the extended warranty, as I purchased a new Kenmore in the spring of 2009 after having on old model Kenmore vacuum for many many years under the extended warranty. I still own both, but only want the new one on warranty. So I called the above number to inquire on which Kenmore vacuum was covered on the warranty, and to change the policy if the old vacuum had accidentally been put back on extended warranty, instead of the new one getting its warranty upgraded.
When I called back I got another service person, and I explained that I may not have been diligent enough to properly inquire which vacuum was now on the warranty. When the girl looked at my account she could not see any warranty transaction taking place. She said that was strange, as all the transactions were in real-time. She suggested that I should call back at the end of the day to follow-up on this situation. I said well I had had previous misgivings about the the quality of the first call to me as now that there is no record of this transaction I am quite afraid that fraud had taken place, and that perhaps my own security measures were not enough to prevent our accounts from being compromised. At that point I asked to speak to a supervisor. As I didn't feel it was up to me to do the follow-up on a quality control issue within the department, and I wanted the supervisor to do the follow-up and let me know the results. I also felt that if there was a fraud issue occurring then the supervisor would be better equipped to contact the correct security department within Sears to take care of the matter.
***I was told there was no supervisor available***

I then said that I thought that Sears was ISO certified, and I would then be satisfied to speak with the acting supervisor for the department.
I was told there was no such person.
I then said, but if a company is ISO certified that standards and practices system requires that all stations have a trained back-up person so there is always someone available......
I was told all they could do is email a supervisor and ask them to call me, and they would call within 48hrs.
I ended this call with her; accepting that they would have the supervisor call me.

I then proceeded to call corporate headquarters at 416-362-1711 to then file a formal verbal complaint about the lack of quality control in these procedures, and the lack of a supervisor and the lack of a back-up supervisor and to still query about the possibility of a fraud happening on my account as no one could find any record of this so-called transaction.

I spoke to Diane ( and my call to Diane ended at 1:38PM)
Diane was very patient with me and informative. I told her that I was really nervous now about the situation and I had told her all I have told to you above.... I said I was nervous because I was now concerned that the number could have been bogus, as there is no record of transactions taking place.
****Diane informed me that only employees of JPMorganChase have access to the account numbers and that no service department or warranty department have access to the account numbers since Sears sold the credit card over to JPMorganChase.****
Now I am doubly worried that fraud has taking place, as Theresa was able to give me the first digits of my accounts as well as the last before I confirmed all the numbers. Which I was told by Diane-Theresa should not have had...
Diane could not tell me if the 1-877-889-2024 number was a Sears Warranty department number or not.
Diane instructed me I would have to call the Warranty department at: 1-800-361-6665 to make the query and complaint.

Right after I hung up from Diane I called the number.
The woman on the other end was so rude to me. She talked to me like was a child.
She said she would call the 1-877-889-2024 and see if it is a Sears number or not. She came back on the line to me and said of course its Sears. It says its Sears and gives the voice prompt(with a really snarky attitude like I was stupid or something). I told her I knew that it said all that because I had called that number back to make the query about what vacuum was put on the warranty script, but because there was no record of the transactions I felt that something was fishy and at the least I should get confirmation from corporate if this number really is a Sears number or a fraud,and corporate could not confirm this so they instructed me to call this lady.
Seeing the lady was so rude I was not going to waste much time talking to her, so after I quickly went over the plight again-covering all the above bases that I have already listed I again asked to speak to a supervisor.
She told me that the lady before told me there was no supervisor available.
And again I had to ask for an email to be sent to them with a prospect of a reply by phone within 48hrs.
*****She did tell me before I hung up that she figured Theresa didn't press the ENTER key before she did the transaction.*****

At this point I was losing my patients. I was on the phone almost an hour already trying to follow this situation up with no satisfaction. I was doing all the leg-work with no positive information coming my way. So I called back corporate. By this time I get the number dialed and I begin to get beeps on my call-waiting. I answered the call-waiting beep in the middle of the corporate telephone menu-just in case it was the supervisor calling me back. Lo and behold it was Theresa. She was calling me to get my account number again. I told her was not giving it to her again and hung up on her, as I was still in the phone menu of the corporate system.

I don't believe I got all the messages correct and I possibly chose the wrong department cuz Theresa kept calling back causing beeping in my call to the menu.
So I eventually got someone and I think it was someone from Coroporate in retail at 1:59PM. Her name is Lindsay.
I explained the problem and gave the details of what had happened up to this point and she also could read it in the system notes. So she had a really good idea where I was coming from.
******I explained this was turning into a huge quality assurance issue that was ending here with no satisfaction and now me being called back over and over by Theresa so she could complete the so-called -transaction******
She said a formal complaint would have to be made at the number for Warranty at 1-800-361-6665. I said that now I have gone through outgoing and incoming from that department and had been a victim of such gross quality assurance issues, I could not possibly feel comfortable addressing this situation with the department seeing I want to complain about the specific incoming and outgoing practices to the incoming part of the department.
Lindsay said the best thing would be to send this email, and she gave me the address.

When I got off the phone there was a voicemail from Theresa telling me that she is sending me an invoice.

I then proceeded to call back the Warranty Department at 1-800-361-6665 to address the voicemail and issue about the invoice. The next lady I got was also very rude.
I am trying to be patient again to explain this whole thing once more, as she tells me that she can see no notes on all of this stuff accept for a note from Theresa saying she sent an invoice.
The whole time I was trying to explain the details patiently she kept cutting me off to tell me about this note from Theresa by saying yes I know there was an invoice sent to you today. I kept telling her no, listen to me there is more. She kept trying to cut me off. ******So I asked her to look at the notes and that is when she told me there were no other notes*******
So now I am dealing with another rude woman who is trying to talk over me and now the notes that everyone else was able to see are now missing.
So now another quality assurance issue. So that is 7 quality assurance issues over one department and the security of your company's name, and the security of MY personal information, and a breech of ISO standards and practices. Plus I have spent from 12:56PM to 4:44PM dealing with this, with no satisfaction.

I am disgusted by these shoddy practices. For nearly 30 years my Husband and I have been long standing account holders. We have chosen Sears to do business with because their business practices were a cut-above. This quality control assurance crap I went through today is making me rethink my contracts with your company. I am an intelligent woman with some business savvy and I worry for the more vulnerable of your clientele now. You have now proven that I could go to a liquidation house and get equal shoddy customer service and a cheaper price, but there I would expect the headache and pain-in-the-ass customer service. Sears is now selling us a rouse of customer service......

Please reply with a report covering how my points were addressed and how you will make this quality assurance issue a thing of the past, or I will be forced to take my business elsewhere.


Lynn Tucker