Sears FAIL!!!!!!!!!

On April 27 I had to get two new tires for my personal truck.  Against my better judgment and advise from co workers I took my truck to Sears because I did not want to risk a blow out, which I was close to having, and they are at the same location where I work.

What should have only taken me less than ten minutes took me over forty-five, just for the paperwork.  I told the guy that I needed TWO tires, both for the front.  He proceeds to show how one tire is showing cable, which would cause a blow out.  That’s why I was there in the first place, I told HIM that in the beginning.  He then went to the other side and told me it was bald and needed a new one.  Well NO SHIT, maybe that’s why I’m buying TWO tires and said both front tires needed to be replaced.

My confidence in this man’s knowledge of what he was doing kept shrinking when he had to go check to see if they had the tires in stock, not once, not twice, but THREE times.  I had to pay upfront because I might have to send someone else to pick up my truck and he looked like I was speaking a foreign language to him.  After I left I tweeted this:

Max M. Power ‏@MaxMPower 27 Apr

Don't buy tires unless you have no choice. Bunch of idiots here. (at @Sears) http://4sq.com/13BLsas

Max M. Power ‏@MaxMPower 27 Apr

"Auto Center sucks. Bunch of idiots working the front desk" @ Sears: http://4sq.com/YbTJn8  #foursquare

To which I received this twitter message:

Sears Cares ‏@searscares 27 Apr

@MaxMPower Sorry our customer service let U down. Plz DM contact info and we will contact you about ur experience. Thanks, Dianne cc:@Sears.

I sent the information requested of me and the next day received this message:

Sears Cares ‏@searscares 28 Apr

@MaxMPower Thank you! A case manager will be with you as soon as one becomes available. Thanks, Misty

Then I received this email:

Sears Social Media Customer Service	Apr 29
to me

Dear Mr. Max M. Power, 


My name is Gabriel A; I work for Sears Executive office and would like to speak with you regarding your experience with one of our Sears Automotive center. Please contact me at your earliest convenience to discuss the issue in depth. My persona contact information has been provided below along with my business hours. The reference number that was created on your issue is 1388833. I look forward to speaking with you soon. 


Gabriel A.
Social Media Support - Case Manager  
Sears Holdings Corporation   
Phone: 888-266-4043 extension 92  
Email: smsupport@searshc.com  
Schedule: Monday – Friday 8:30 AM – 5:00 PM (CST)  

I called that same day and had to leave a voice message.  Then on May 1 I received the EXACT email as above, word for word.  Trying to get this resolved, since they contacted me I called back.  The next contact I received was this:

Sears Social Media Customer Service	May 3
to me

Dear Mr. Max M. Power, 

Please be assured that we understand your frustration, and apologize for any inconveniences you may have experienced in this matter. We would like the opportunity to speak to you directly; however, we have been unable to contact you to discuss the issue further. At this time we will be closing your case as we have been unable to reach you by phone or email. If you still need our services, now or in the future, please don’t hesitate to contact our office at smsupport@searshc.com or 800-573-8431, at your earliest convenience.

Sincerely,
Gabriel A. 
Social Media Support - Case Manager 
Sears Holdings Corporation  
Phone: 800-573-8431 
Email: smsupport@searshc.com 
Schedule: Monday – Friday 8:00 AM – 7:00 PM (CST)  

To which my reply was:

Considering I DID call and have yet to receive any return contact until now AND its to say you're closing the issue I'm calling bullshit. I will however now take this issue to social media and to the public and will show how NOTHING but a form email was sent and nothing but voicemail when calling back.
Thank you for nothing.

It took them another four days before I got this:

Sears Social Media Customer Service	May 7
to me

Dear Mr. Max M. Powers, 

Thank you for your response, I have re-opened your case and would like to still address you concern and help to resolve it. Please response to this email wtih a direct phone number. I will then call you on this phone number. My personal contact information has benn provided below. The case number that we referenece is 1388833. I look forward to speaking with you soon.


Gabriel A.
Social Media Support - Case Manager  
Sears Holdings Corporation   
Phone: 888-266-4043 extension 92  
Email: smsupport@searshc.com  
Schedule: Monday – Friday 8:30 AM – 5:00 PM (CST)  

I sent my reply with my direct number within the hour, well before the end of the business day and I am STILL waiting for a reply.  Well SEARS here is MY reply:

SCREW YOU!!!  I now know how you view your customers.  You don’t want any bad press out there but oh well, now there is.  I would personally rather take my chances with my vehicle blowing a tire than to ever use you guys again.  It’s a shame too considering that when I ran a fleet of vehicles I used you and ONLY you to work on our vehicles.  Let me remind you that it was YOU who contacted me, NOT the other way around.

Never again a customer,

Max M. Power

All contacts have been copied and pasted directly from their sources.  I have not changed any wording in any way.