Sears the Final Chapter

Sears the Final Outcome

So, 4 days after the last post (May 5th), the engine arrived at the house and a quick inspection indicated that there were no surprises (i.e. there was not a pool of oil in the box, and the engine looked very similar to the old engine). So, while we did not have a running mower, the engine was in hand and so it was only just a matter of time before we would have a running mower.

We contacted those fine folks at Sears again and after the usual recounting of the entire story we were able to schedule a date for the repairman to install the engine. So when do you think that fabled guy was going to show up? Well according to Sears it would be sometime between 8 am and 5 pm. In other words someone would have to be sitting around waiting for the repairman to show up. However, we had the upper hand. During the process of trying to straighten things out we had acquired the phone number for the repairman and so we contacted him directly to arrange for an appropriate time that would be suitable for both parties.

He arrived as scheduled and sure enough after a short while we had a functional mower again. During the process he spoke at length with Nancy regarding our experience and it became very clear that this was standard operating procedure for Sears. They often did not know what they were talking about when the customer called, and they freely made up answers when they had none. If the could shift the blame to others they would, and disservice was the sine qua non. They remind me very much of the service that can be found at despair.com

So, the mower is running, I have had a chance to voice my displeasure with their customer service in many different settings, and nothing changes.

Enough of the rants, more on the move next post.