Damnit, Put on Your Wet Jeans and Like It!

I called on Saturday to report that our dryer doesn't heat. After my unsatisfactory phone call with them, they sent an email regarding completing a customer survey. If you read carefully, you will figure out from whom this dryer was purchased.

I wrote this:
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Our dryer doesn't work. It will take a week to get a part. In this day and age of overnight delivery, crazy that we have to wait a week. Do you know how much laundry a family of 2 teenagers and 2 adults have? Can you accept not drying your clothes for a week? It's unacceptable. The earliest a tech could come is Thursday, but (ha ha) the part we need can't be ordered at the same time. It's either order a part -or- schedule a tech. Why can't you have the part ordered so that it can arrive by Thursday? Again, this is just crap. I was not happy to have purchased a product from Sears on Saturday. I didn't expect someone to come out on Saturday but I didn't expect to not be able to address the problem until NEXT Saturday. That's a lot of laundry we have to take to the laundromat and dry. I already bought a dryer and I've had it for a year. Why am I paying to use a dryer at a laundromat? That makes no sense. Here's what should have happened. Sears should have ordered the part so that it arrived on Wed. and scheduled the tech for Thur. That's what should have happened
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Then the idiots sent a second email to confirm my Saturday appointment that had a link to a customer survey, this time allowing 2000 characters. I wrote this, which started with the message above as a base.
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Our dryer doesn't work. It will take a week to get a part. In this day and age of overnight delivery, crazy that we have to wait a week. Do you know how much laundry a family of 2 teenagers and 2 adults have? Can you accept not drying your clothes for a week? It's unacceptable. The earliest a tech could come is Thursday, but (ha ha) the part we need can't be ordered at the same time. It's either order a part -or- schedule a tech. Why can't you have the part ordered so that it can arrive by Thursday? Again, this is just crap. I was not happy to have purchased a product from Sears on Saturday. I didn't expect someone to come out on Saturday but I didn't expect to not be able to address the problem until NEXT Saturday. That's a lot of laundry we have to take to the laundromat and dry. I already bought a dryer and I've had it for a year. Why am I paying to use a dryer at a laundromat? That makes no sense. Here's what should have happened. Sears should have ordered the part so that it arrived on Wed. and scheduled the tech for Thur. That's what should have happened. I will not recommend Sears to another soul because of what happened on Saturday. It was poor customer service to say, "You can take a chance on Thursday that the tech can fix it BUT IF HE CAN'T you have to wait another week for a part my computer system will not let me order. There should be some sort of override in the software, requiring Admin-level credentials - meaning a supervisor - should be able to use professional judgment, all in the name of satisfying a customer. You, reading this. What if you couldn't dry your clothes for a week? How much inconvenience would you experience? What if it was a washer that you bought NOT THAT LONG AGO and the only response for your product, which is under warranty, is "too bad" That's like buying a cafeteria plan for a college student and then having that student spend their own money on pizza that isn't part of that plan. It's stupid and wasteful.
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