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Feb
14
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Deplorable customer service experience
Respected sir/madam,
Today, I had the kindly folks at Sears Home Improvement out to my home to measure for replacement casement windows. After the windows were measured, I ask to see their casement window factory sample...thinking that most distributors carry a sample of what they sell. Did they have one?? No. \\\"We don\\\\t have one.\\\", was the reply. (However, they did have a double-hung sample which they brought in with them.) I asked if they could get a casement sample so I could see it. The dynamic duo didn\\\\t seem too thrilled at the prospects of hunting one down. But they did make a couple phone calls to try to find one. No such luck. \\\"I\\\\m sorry, they just aren\\\\t available\\\", I was told repeatedly. Then, in sheer desperation, they proceeded to try to explain that there is, \\\"No real difference between the double-hung sample and the casement sample.\\\" Which is a crock of s----. I guess they thought I was real stoopid. At that point, I politely asked them to leave, with the understanding that if they found an oh-so-elusive casement window sample, to call me.\r\nShortly after they left, I called, on my dime, the actual source of the Sears replacement windows: Wincore Window factory. I asked if there was a casement window sample available to their distributors. I was told: yes, there is. \\\"They are readily available to any of our distributors.\\\", remarked the helpful factory rep. The sample just needs to be ordered. Frightfully simple.\r\nLater that day, I received a call from one of the managers at the Grand Rapids, MI, Sears Home Improvement office. Again, he tried to impress on me that there is really no difference between the double-hung window sample and the casement window sample. I told him that I will give his office two weeks to obtain a casement window sample. If the sample wasn\\\\t in by two weeks, then I\\\\d take my business elsewhere. I guess he didn\\\\t want to hear that. Long story short: after enduring 10 mins of his bothersome questioning, the guy started in hectoring/challenging me. I hung up.\r\nSo, does anyone out there in cyberspace know where the name, \\\"Sneers and Fastbucks\\\" came from?? I\\\\d really like to know.
Post by CJGibson
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