The Sears Story

I have been seeing a LOT of articles online about how terrible the customer service is at BestBuy and Sears. I had an ever so small outburst about Sears' customer service in a post about purchasing from local businesses. In the comments section, Al wanted to hear more about the "Sears Incident."

Without further adieu, I give you The Sears Story.

I am going to try and condense this down as much as possible. A few years back, I decided I needed a new vacuum. Because of that need, I went to Sears and after some brief discussion with the sales person about the various models and the FAB's of each one, we settled on a Kenmore vacuum, we will call it vacuum model POS V1. This vacuum lasts about 2 years before it stopped working. Out of warranty, we figured it was just a cheap vacuum. I believe it was only about $200. Please understand that I am not using it as a shop vac or processing gravel with it. Normal household vacuuming is all it is used for. I liked the vacuum well enough and so I decided to get another one just like it. I thought a vacuum should last for more that 2 years but hey, what do I know.

So we (my wife and I) go back to Sears and purchased the same thing. 6 months into the vacuum (model POS V2), it starts shutting down after about 10 min. of vacuuming. I waited another 5.99999999 months to take it in. It was simply to low on my priority list. By the time the repair center (somewhere in BFE) actually gets the unit, it is 2 days out of warranty. (They stopped doing local repairs quite some time ago.) They said that they can't fix it under warranty and it will cost $135.00.

Hold on a minute there cowboy. I said, "When I brought it into the store it was still under warranty." Apparently THAT didn't matter. It matters when they go to make the repair. But here is the kicker. As I was talking with the manager's manager, he was reading the notes out loud on the phone to me and said that they can't get it to duplicate the problem. (Keep this in mind for later)

Come to find out that they had already put a new motor in it and were trying to sell it to me before they were going to ship it back. This was before I found out that the tech wrote a note about not being able to find the problem. After calmly talking to the service center's manager's manager it became apparent that they weren't going to do anything for me under warranty. In a fit of rage, I told them to put the old (expletive deleted) motor back in and ship the (expletive deleted) thing back to me. And in a very unkind manner I explained to them that they would never get another dime of my money again.

The next week I get an automated phone call on my answering machine saying that I have a "repaired" product ready for pickup. Repaired?!?! Oh yes, the story gets better. Not only is the vacuum NOT repaired it is in a worse state than when I sent it in. The vacuum comes back and it has another motor in it that doesn't even work. So now, I can't even use it at all. Remember before it would at least run for 10 minutes and then shut off, but now, NOTHING.

Keep in mind this was a time consuming ordeal for me that lasted about a 2 weeks. I WAS going to go back around with them, simply on a matter of principle, but I then realized that MY time is worth more than the entire Sears service department. Pick your battles, I guess.

Here's what I ended up doing. I just decided to take them BOTH (models POS V1 & V2) to the Sears vacuum department and drop them off. The manager came out and asked what the problem was and I replied, "No problem at all, here are the 2 junk vacuums (obviously in like new condition) that I bought from you and you can have them back. This has been a valuable learning experience for me. I will never buy anything from this store or your company again." I walked out with them all staring at me in silence. Not the justice that I was looking for but it made me feel good I guess. Word of warning. DO NOT buy ANYTHING from SEARS. They SUCK. Thats right, SEARS SUCKS. (linkbait)

So why didn't I go back and do a second round of battle? Because I now tell everyone I know about how Sears customer service sucks and that they should NEVER buy anything from Sears unless it is a Craftsman hand tool. AND I have this platform to spread the message.

On a side note, I don't get real excited about vacuums but I have to tell you that I AM excited about the vacuum I have now. I have a Dyson. This piece of machinery is an amazing work of technological art. I have never had nor seen a vacuum perform like the Dyson. If you have the means, I HIGHLY recommend that you pick one up.

Ok this LONG post is done. If you made it this far, thanks. Let me know about your experiences.