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Sears Support Ticket - Tractor Repairs

Sears Support Ticket

Tractor Repairs - Craftsman lawn tractor

Created By: ConnecticutCustomer's Picture ConnecticutCustomer Last Reply: SearsCares's Picture SearsCares
Priority Level: [Medium] Status: [Open]
Created: 7 years ago Last Updated: 7 years ago
Department: Home Services Support Replies: 1
Product: Craftsman lawn tractor

I scheduled an appointment for today (three weeks after my call)to repair my tractor at home. Since I am travelling to EUrope, I made arrangements to make sure there would be someone at home. Last night, you called to let us know you were not coming and to reschedule and the next available time would b 06/08. This is totally unacceptable. I will buy a new tractor form a reliable company and will tell all my friends not to buy any Sears product. The only advantage is that I now have a very good example of very poor customer service to use in my classes.


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Ticket Replies

SearsCares says: (7 years ago)
Dear ConnecticutCustomer,

My name is Greg and I'm part of the Sears Cares Escalation team. I found your post here and wanted to reach out to you and offer my apologies for the difficulties and delays you have experienced trying to have your tractor serviced. Sears does work very hard to try to ensure that scheduled appointments are kept and the technicians arrive as scheduled. From what I have read here we have definitely failed to do this for you and for that I am very sorry. The Sears Cares Escalations team a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager and we would very much like to speak to you regarding these problems you have been experiencing. At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number your tractor repair was set up under (if different than your contact number) and we will contact you directly. Also, in your email please provide the screen name (ConnecticutCustomer) for reference to your issue. Again, my apologies for all of the difficulties and frustrations you have encountered and we look forward to talking to you soon.

Thank you,
Greg G.
Social Media Moderator
Sears Social Media Support

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