Debra sent a message to Edward Lampert – Chairman and CEO of Sears Holdings – Email Address that said:
Dear Mr. Lampert:
I am writing to make you aware of an issue I am experiencing with Sears Repair for a Craftsman Garden/Lawn Tractor I own.
I contacted the repair service for an appointment and after being told it would be a full month, I had an appointment scheduled for Saturday, May 14. Of course, I was told that the time of this appointment would be between 8 am and 5 pm. (An entire day !) For most average working people, this ties up one of our two off days! But, you have our hands tied! So, after waiting an entire month for my appointment, I receive a call that morning to inform me that the technician called in sick, so I will have to re-schedule again. I was offered a week day appointment, but since you guys can cancel at the last minute, I refuse to take a chance on losing a work day. The next available Saturday appointment is now May 28!
I do feel that in light of the major inconvenience of not having a working mower (having to pay someone each week to cut my lawn), that the $100 service fee should be waived, as a good faith gesture to your customer.
I spoke with Supervisor "Bless" who refused to issue a waiver; but instead offered me "shopping points" (gee, that would cause me to have to spend MORE of my money).
I am beginning to lose faith in Sears. I am a credit card holder and have been for a number of years. I had two credit accounts (in excellent standing) but was informed on one card that if I didn't start using it, it would be cancelled. Fine by me!
Needless to say, I am really considering not shopping at Sears any longer. I feel that clients are treated with disrespect and disregard (having to tie up an entire day waiting for an appointment that may never come). But, by golly, one will be charged for a service call.
I should charge you guys for my precious time. So, here is my last ditch effort to get some resolve on this situation. I am requesting the service charge be waived for my May 28 appointment and that I be given a four hour window (8 am - 12 pm or 12pm - 4 pm), so that I can run my other necessary errands.
I look forward to hearing from you regarding this matter.
Thank you for your prompt attention.