Gabriel, I'm bothered by the fact you continue with the name calling. Edwin told my wife I am "irrational" and now for some reason you don't have the decency to correctly spell my last name. Instead you use a word that means "to cause harm". Is this customer service? From our conversation I totally understand at this point that you don't actually work for Sears but another company outsourced by Sears to deal with complaints. Lucky you. I myself am in the customer service world. If I ever treated a customer as you all have, I'd be out of a job. In this day and age you think there might be a bit more compassion when it comes to keeping the customer happy. I know the game has changed in my industry, I'm guessing the retail industry, not so much.
Who is Rachel Johnson in the subject of this e-mail? I can only assume that it's meant for Rachael, my wife. Am I wrong or is this just another upset customer you mixed me up with? Again with the "not caring" aspect to all of this. No, Sears does not "care."
I'm waiting with bated breath that our "paperwork" arrives awarding us with the 12 month protection agreement. A full $80 to keep us safe the next time our LG Refrigerator dies. Gabriel, I again take offense to the idea that I would do anything to damage this refrigerator for the sake of getting a replacement. I have seen the headache it causes my wife, my daughter and myself to ever go to any lengths to damage a sub-par product. A week or so the first time to get it repaired, a week the second time to get it repaired filled with ignored repair calls, leaving us high and dry. Nope. My fingers are crossed that it keeps working. Forever. We'd be a much happier family if we had gone in another direction from the get-go.
Bottom line, both my wife and I are constantly paranoid that the LG refrigerator is going to die on us again. Each time we open the door we both look to see if it's thrown the same error code. This is no way to live.
I'm a real person. I have a legitimate complaint.
On Mon, Jan 17, 2011 at 6:56 PM, Social Media Support
<smsupport@searshc.com> wrote:
Mr. Deleterious,
We have offered you a 12 month protection agreement. This was offered by a previous agent Edwin. I have now taken over the issue. We will also follow up on 01/31/2011 to make sure your paperwork has been received. My contact information has been provided below.
<mailto:searscares@searshc.com>
Thank you,
Gabriel A.
Social Media Support - Senior Case Manager
Phone: 888-266-4043 extension92
Email: smsupport@searshc.com
Hours: Monday - Friday 8:00 AM - 7:00 PM (CST)
--
John DiEleuterio
Cell: 302.312.0024
