@SearsCares (Really, they do!)

Once I start to openly blast SEARS, their main verified Twitter account @searscares steps in for “damage control”.

First they followed me, and asked that I DM some information to them, so they can assist me. I said, no.

Me: Please RT This is a PSA: Don’t buy a @Sears appliance. You will pay good money for a product that needs serviced. They have no service!

SEARS: We’d like to help. Please send us a DM w/ your full name, phone # and mailing address so we can review for resolution.

Me: We’ve done that several times. We get standard replies. No solution. I was just told by @blueservicecrew to stop being redundant

SEARS: Can you DM us your husband’s name so we can cross reference his Facebook posts? We will be able to better assist you then.

Me: that’s what we were told on Monday. It’s Wednesday.

SEARS: Please DM us his name so we can escalate this for you. We’d like to assist you and your husband.

…. so, I decided to play the game.

Here’s my DM conversation with this same account:

Me: He’s been dealing w/ it for 1 month. We’ve been patient through several service calls. Everyone keeps telling us a case manager is looking into it, yet no one has called. Each time we inquire, we’re on hold and waste another 3 hours. No one will transfer him to a supervisor. At this point, I don’t want a supervisor, or manager. I want my fridge fixed now.

SEARS: Yes, a case manager has been assigned to the case. Please allow time for him/her to gather the details and reach out to him. Thanks.

Me: Which is what we were told on Monday. So we’re no where closer than we were 1 month ago. Thanks.

SEARS: On Monday your case was created. You are closer, however, this process isn’t instantaneous. Please remain patient while we work to help you

Me: I understand it’s not instantaneous but thank you for patronizing me. We’ve been dealing with this for a month. It would be nice if you guys Would stop telling us to be patient and actually take care of it.