Sears rant day two. If you had the patience to read yesterdays post, you might be interested in this one. As instructed, I went to the Sears in Cambridge last night and was told that they no longer take vacuum cleaners (just like Burlington). So, I tried calling the 888-391-8867 number for service that came back with the vacuum (the one that wasnt answering the phone) and someone answered! I asked him what hours they answer the phone and he said 6 am to 11 pm central. I told him that is not my experience. I explained my problem and his response was Mam, the first store told you to go to UPS. I explained why that doesnt work for me and asked to be transferred to parts to see about having the new part shipped. He argued with me for a while before transferring the call, which was dropped. I went home and found an email response to my website inquiry to Sears customer service. Kyle told me to call 888-391-8868. I did that at 8 pm and the person told me he would need to get the escalation team involved and they just left for the day. He instructed me to call right at 9 am when they open and it would get handled. This morning at 9 am I called and got the voicemail that the office was closed and I should call back between 6 am and midnight M-S and 7 am and midnight Sun central time. I got the same message at 9:20 and 10:15. At 11:15 Mary answered the phone. She told me that she could not send me the part, their is no escalation team, the parts department cant get me the part. I have to go to UPS. She then gave me the address for the closest authorized UPS store, Fairhaven, and hour away. I pressed her about getting the part and she said only the Master Protection plan people could do that because they would pay for it. She gave me 800-827-6655 to call. I called the Master Protection number. The woman sympathised with me but could not help me. She also said that she worked at the center for large appliances like refrigerators and I had been given the wrong number. She said to go to UPS. I explained that there is no authorized UPS store near me, Ive already been without a working vacuum for a month, I have no confidence theyll fix it properly, and I have a service contract that says I can take my vacuum to Sears. She said there are some drop off centers at certain Sears and she referred me to Cambridge and Burlington. I told her I had already been there and she should update her database. She also suggested Saugus. I tried calling Saugus, just like Burlington and Cambridge, there is no way to get to the service department. The phone tree routed me to a recorded message that says for vacuum service I have to call the store and offered me the address and phone number again. I called back and asked for the small appliance department. Someone in the Home Furnishing department answered and transferred me to service. It rang for a few minutes before disconnecting. I tried again to call large appliances. They transferred the call and this time someone answered who told me they dont take vacuum cleaners there either. (saved myself a trip.) I tried contacting UPS to see if I could find a closer store. I will spare you those details. Lets just say after a couple of rounds of being told they dont do that, I did find a location in Arlington where I can try to take it. Well see whats next.
Posted on: Tue, 25 Nov 2014 18:42:29 +0000
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