George Kwok sent a message to Edward Lampert - Chairman and CEO of Sears Holdings - Email Address that said:
I am sorry to take up your time since you must be busy trying to promote Sears. In a way, my issue is kind of related. I have been a Sears customer for years, in retail and home service. I have a home service agreement that covers 10 different appliances in my home for over 20 years. I received excellent service up until 5 years ago. The service for all appliances are still great except for HVAC. This department have problems which started 5 years ago and they did not correct or improved. I call customer service on 8-14 because my central air unit was leaking water and outside temp is over 90F.
Customer service told me that first available appointment is 9-8 which she felt is too far away under the circumstance, she call dispatch to see if they can arrange an appointment sooner. Dispatch said that they have to call the tech manager in my area and she will get back with me. Now, it has been 5 day but I yet to hear from her. We are retired so we are at home in the heat. I ask you if you think this is acceptable practice for your customer. The other appliance unit does not seem to have the same problem. As you know, human nature just remember the bad and forget the good. It is hurting Sears image. If the unit is not function correctly, tear it down and rebuild it. Thank for reading if this happens to get to you.