Quality, value, service, trust - Part 3

Yesterday afternoon Josh and I decided to go into the store to talk to the manager, we figured she could always try to 'dodge' us if we simply called.

She told me that the salesman would be talked to and not to promise anything like this again. Ok, fine. We went through the whole story of everything that went wrong, and she basically shook us off like an annoying fly on the wall and told us to call up customer complaints in the morning and that she was forwarding all her notes there...

About to explode, I turned around and left.

I called customer complaints this morning and spoke to an agent. She asked for my name and particulars, which I gave to her. She then said 'nothing about your situation is on my screen.' I replied '...and this is yet another element of the lack of service we received this weekend.' (At this point, I don't care what I say...)

She then said that she found the note(s) and she was just reading them. She said that the store is doing all it is prepared to do about the situation and they are dealing with it at the store level, by talking to the salesman.

I told this person that this was unacceptable and that we've spent a considerable amount of money there, since we've moved into the house. (I was trying to tell her that we're repeat, mostly satisfied customers, but she didn't want to hear it.) I told her that we would not be returning to Sears as a customer, and all she said was 'I'm sorry to hear that.'

Now here's the kicker...

I asked to speak to her supervisor, since I wasn't getting anywhere with this lady. She told me, and I quote, "We all speak for the president, so it doesn't matter who you talk to, you would get the same response."

I was waiting for her to say "resistance is futile"...

This afternoon I got the name and address of the Divisional V.P. of the Corporate Call Centre. It looks like he and I are going to be corresponding very shortly.

I'm not going away quietly...correction, I'm not going away. ;)