I hate their customer service for repairs. I have had the same part on my washing machine break 4 times. They still won;t replace the machine but that's another story. Every time I call I tell them what needs to be replaced and after the first time I always say, Its the same issue as last time. So rather than send a repair guy out with parts they send him to my house to look at it which means I end up taking at least a half day to wait on him just to be there for less than 5 minutes and than I have to take more time off for when he comes back the following week with the parts to actually do the repair. You would think they would take the service call info and at least load some parts on the van in hopes of repairing it the on the first visit.
The store service is hit or miss but I will only go there for tools and sometimes lawn equipment. Everything else is usually priced higher than the competition.
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Considering I only buy Craftsman hand tools from Sears, and they replace them without a hassle, I can say that I've never had a bad customer experience from them. I also work in Account Management / Service Delivery, so often times I've learned better ways to approach situations like you described above, and definitely sympathize with the people in that industry.
I think if you look at a lot of businesses out there right now, that
used to have a great reputation for quality of service / customer service, you'll see it's an unfortunate sign of the times. A lot of these people are overworked, undermanaged, and generally don't care about their jobs as much. Primarily because their company doesn't care about it's employees. You see it all the time.
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:-)
:-)
