Current fridge is over 10yrs old
Went to Sears and dealt with a nice sales chap
He recommended a Samsung fridge, french doors
I went back, measured it up and read the reviews
I called him expressing concerns on the reviews with fan and compressor noise
He reassured me they had fixed the issue and I went ahead on the strength of his recommendations
It should be noted that this was in the 3.5k range so not a cheap item (good for future reference)
Delivery people turned up on time
Refused to wear booties (sales guy said that they would and no problem)
They wanted to take the front door and frame out as they felt it wouldn't fit
We told them to leave and amazingly the fridge fitted
They installed the fridge but scratched the inside of the fridge cooler drawer and dented the front doorstep on installation which was nice !
When powered up there was a loud fan noise of which my wife commented and they suggested it was an issue with our water connection not the fridge. (http://youtu.be/PccByCa9CqY)
I came home, heard the noise (seriously sounded like a remote controller airplane in the kitchen)
open the door and it goes off, close the door and it fires up.
It was loud enough that it made my dog bark when it started up, we also couldn't sit in the kitchen or adjoining dining room because of the noise and could hear it clearly from the floor above at the opposite side of the house.
I called Sears, explained and ordered a replacement refrigerator which was the original one I wanted prior to taking the salespersons advise
New fridge was a 2week delivery
I tweeted Samsung and told them the issue, they said they would have a repair person contact me and that never happened (thanks Samsung)
So on the morning of the 2nd refrigerator being delivered we get a call from a caustic Sears dispatch person claiming they will only deliver the fridge and not remove the old one.
Apparently their reasoning was their truck being 'oversubscribed"
She talked over me and did not see the rational of removing one fridge from the truck and how that leaves a space for another fridge.
She eventually came back to me, said the delivery guys would accommodate removing the noisy fridge and slammed the phone down on me.
The new fridge arrived, I spoke with the driver, he told me the new fridge had a dent in the front. He also told me he pointed it out to the warehouse and they told him to deliver it anyway.
He and his associate showed us the dent (thank you) and said they personally would not take delivery if they were us.
He rang dispatch and put the phone over to me. I spoke with another lady who offered me a store credit if I would take the defective refrigerator and seemed rather insistent this was the right path
I asked her if she spent this amount of money on a new fridge would she be fine with it being dented on the front stainless steel door and she confirmed she would ( either low standards or absolutely no morals)
We sent the refrigerator away and reordered a replacement
Back inside to the noisy one, I figured WTF and took the condenser apart, found a badly installed fan and repaired it myself (yes perhaps it invalidates the warranty or perhaps I should have done it earlier but shouldn't someone have sorted it for me ?)
I left it a day to make sure the noise wouldn't return then rang deliveries at Sears to cancel the replacement and refund the difference.
First call, I get a guy who apparently is having a problem with his terminal and asks me to call back (another long wait)
Second call I speak to a woman who cancels my delivery and arranges for the refund which is great.
Yesterday we get an automated call from Sears saying there was a delay with our fridge delivery
This morning we get another call saying there is a delivery delay
Third call from me to Sears delivery just 10 minutes ago, I spoke with another rep who confirmed in fact that my delivery was still coming and no refund was processed.. He apparently sorted it so hopefully this will be an end to it.
Minor update.. I got another update yesterday afternoon that my refrigerator delivery had been pushed back so seems the saga continues ! - I wonder when this goes from aggrovating to harrasment ?
Next Update - After posting this blog (3 days ago), I got a call (voicemail) from Simone who left her number to follow up on my case. I ran g back within 10 mins and unfortuately she only left the 800 number and not her 2 digit extension so I could not get through.
Following day I phoned through and x'd out to an operator.. I left her 2 messages during the day or which neither have been returned. I guess they have more issues than me to deal with.. Anyhow, if I don't get a response tomorrow I will post her contact details and extension so anyone who has the same issues will at least be able to find a real person or just fill up their mailbox...
The saga continues
So its been some kind of living hell on what should have been a simple transaction, the level of competency in customer services is something I would expect from Fawlty Towers.
I will never use Sears again, a company that prides itself of customer service and yet seems to have set a new low bar for anything I have experienced to date.. Sorry Sears, I wish I could be more positive, there were some bright spots but you might want to refresh your customer services mantra and treat people like thinking beings.
No comments:
Post a Comment