Sears Stores Riverside

This is a story of very good local people, and some pretty decent telephone reps, all working for a perfectly dreadful company.
I purchased a new Bosch dishwasher from Sears. The price was OK -- not great -- but I needed it, and the sales people were helpful, not pushy, and efficient. So far so good.
Three days later -- the first install date -- the contractor hired for the install came, worked quietly and professionally for about an hour, and got the unit installed. When he tested it however, it went dead 30 seconds into the test cycle. Dead. Doornail dead.
While the installer was there, I called the Sears national install number. A friendly and responsive phone agent listened, located the account, talked with the installer, and eventually agreed that Sears would send a new replacement...four more days, which was the next Wednesday, and the earliest they could process it. Not great, but hey, problems happen.
I arraigned to take Wednesday morning off from work. On Tuesday night, when I hadn't gotten a call from the installer, I called Sears. and quot;We have no record of a new installation for you tomorrowand quot;. Oh-oh. and quot;Unfortunately, that's handled by another office, and they're closed now.and quot; Oh-oh. So first thing Wednesday morning, I call. The first phone rep -- friendly, really trying to help -- couldn't do much. Referred me to a different office. and quot;Well, the 27Z wasn't frubled when you called in, so your order was cancelled,and quot; they tell me. WHAT? They had cancelled the replacement, and not thought it worth letting me, the customer, know! For some internal mysterious reason!
Several more phone calls. Office A can't fruble the 27Z. Office B says Office has to do it. Finally, after about 4 calls, and getting fairly steamed, I called the local store. My sales guy was in, and said, after I explained. and quot;Hang on: I'll track it down, and call you back.and quot; Miracle of miracles; he tracked it down, and called back, with a direct phone number for the one competent person at the central office. When I got through to her -- from the exhaustion in her voice, you could tell she was the one who fixed the endless problems caused by Sears' insanely complicated and misguided computer systems -- all was smooth as silk. She knew how to fruble. She knew how to fix 27Z, and knew the magic words to tell Office A that would ensure they scheduled the reinstall properly. She gave me the right number to call the office that would now be able to schedule the reinstall. They scheduled it...another 3 days of hand-washing dishes, but I was (relatively) happy again.
Thursday night, the installer calls: the dishwasher will be delivered by Sears directly to my house on Friday. They can't come the same day, because they don't know what time the delivery will be. Installation moved to Saturday. But I have to stay home from work again because Sears is delivering the unit.
Friday goes by. I work at home. I wait. I finally call Sears. and quot;Oh no, the unit is not being delivered to your house, the installer will pick it up.and quot; Uh-oh! Three more phone calls: Sears and the installer are finally on the same page. A friendly professional installer comes late Saturday afternoon (so much for the morning install I requested), does a quick and friendly job, and I finally have a dishwasher.
Heroes:
1. my local Sears store salesman. He sold me a decent unit, and was willing to spend time and knew what to do when national got everything wrong.
2. The one person at the national and quot;Customer Satisfactionand quot; unit that actually knew what to do. She was competent AND nice.
Acceptable:
1. the half-dozen national phone people I talked to at Sears. Everyone one was polite, responsive, and tried to help. Most were stymied by the computer system they were forced to use, and the multiple offices that all had to get thing just just just right for anything to happen.
2. The installation company and their guys. Professional, did what they said they would. No problems.
Villains: Sears national management. Whoever set up their installation management system -- and especially whoever designed the part for when there were problems, should be fired. So should the higher managers paying themselves millions while they making lives miserable not only their customers, but also their own good hardworking employees.

It went fine - repair completed as promised and on time

The installation was fine. They explained stuff to me and they were out. They did a good job.

I called in to get an estimate for an alignment and spoke with Steve. I asked if they price matched with other companies but they did not, however Steve offered a 10% coupon on my services instead. I arrived early in the morning and was able to get my car aligned in about an hour and 15 minutes. Their alignment equipment looks brand-new and the service they provided to me was exceptional.

See above comments.

There is a lady there that is really good and she takes good care of my car. They are great. I like everything about them. I would use them again.