Sears Sucks...you guessed it: PART FOUR!

So what's a part 3 without a part 4 to follow up, right??

Part 1
Part 2
Part 3

So we left off on Saturday, August 20. You'll remember that i was going to follow up by calling Sears back to see if we could move up the latest scheduled repair date because they wanted me to wait an additional NINE days. So I called them. They told me that they would have my local Sears customer service people call me back, which they did a short while later.

I spoke with a very nice woman named Maria (or maybe it was Mary, but I think it was Maria). She was very helpful and immediately bumped up the repair to the 24th (tomorrow). She also "emergency" reordered the missing part. She actually called back a second time to let me know that it would be delivered by DHL on the 23rd (which, you'll recall, is today), the day before the actual repair. I hung up with a smile on my face.

Today when I got home from work, there was no package waiting for me. Nor was there a slip from DHL telling me they'd been to my house. I decided to give them a few more hours in case they were running behind. They never showed up so I eventually called Sears. The woman I spoke with was, as always, very nice, but ultimately unhelpful. She said she'd have the parts center call me back tomorrow to let me know what's going on with the DHL package.

I pointed out that the repairman is scheduled to come tomorrow between 8-12, and that I would need to take more time off work in order to be here for him, and that it didn't make sense for me to do that if there was no part here for him to fix the freezer with. She agreed and told me I should go to work since the repairman wouldn't come if there was no part here for him.

I asked her if there was a tracking number for the DHL package so that I could check to see where the package was. She gave me a 7-digit number, which is clearly not a tracking number, but I took it anyway before we hung up.

Then I called DHL. The man there was very, very nice. Excellent customer service skills. He's the kind of guy who can make you happy even though you hang up without getting what you want, which is exactly what happened. The 7-digit number was useless, of course. And even though I gave him my name and address, apparently DHL's system works by matching a shippers zip code with a recipient's zip code, and since I didn't know where the part was shipping from, he couldn't locate the package for me. Not his fault, though. So I'll have to wait to see what Sears says tomorrow when they call.

Stay tuned for part 5. I have to admit, this would seem much more tragic if it weren't for the fact that it's giving me so much material to add to my blog! I sure hope someone from Sears reads this.