On Nov 12, 6:56*pm, Moe DeLoughan wrote:
On 11/8/2012 4:31 PM, bob haller wrote:



Well it broke on a tuesday, has been well over a week, and latest
prediction is friday, thats 10 days. without hot water what happened
to over nite shipping and warranty calls come first?

I suggest I go along and talk to the actual sears store manager for
monroeville PA, this store is scheduled to close.

So the store manager will shortly be losing his or her job.



I want to be honest with the store manager, you didnt have parts in
stock you are short repair people adding days to calls. If you dont
give a complete refund I have a friend in the media, and Sears will be
featured, not in a good way.....

Since the store manager is shortly going to be unemployed, I doubt
s/he will much care.

Is that what you want?

Sears was bought out by a hedge fund guy who combined them with Kmart
into a holdings company. He has absolutely zero interest in growing
retail operations. He's taking what profits he's getting from them
(Kmart is doing extremely well)

Agree with most of what you're saying with a coupe of
exceptions. I don't believe Kmart is doing extremely well.
It's not doing very well at all. It's just that it's been somewhat
profitable, while Sears is far worse.

And it's not entirely owned by the hedge fund. It's
publically traded and the hedge fund holds just over
50% of it, they do control how it's run.

The Kmart here is a real mess. I rarely go there, even
though it's close. They always have long lines at the
checkouts. I was there last Xmas and the cash register
system, which the cashier told me was 25 years old,
was having serious problems. The system sure looked
at least 25 years old. After waiting in line for 10 mins,
they finally decided they had to reboot the whole system.
And get this. They then have to bring up each register
one at a time, a process that we were told would take
at least a half hour. And then I had to suggest to the
manager, "How about if you give us bags to put our
stuff in and we can leave it and come back later to
pay for it?" Once I did that, most people took the
leave the bag option. I've seen the cash register
problem on a couple other occasions too.

I hate Kmart soooo very much!





and putting it into his other
investments. He took the Craftsman and Kenmore brands and spun them
off into a separate company, so that he'll continue to hold ownership
of those valuable brands even after Sears ceases to be. In the
meantime, he's licensed the sale of those branded products to other
retailers, which further hurts Sears' bottom line.

The long and short of it is: the head honcho isn't interested in
making Sears better or keeping its dwindling customer base satisfied.
The people working under him suffer serious morale issues as a result
(not to mention knowing their jobs are gradually going away, as in the
case of the PA store manager). Some of them still strive to provide
good customer service - but if doing so costs the store money, they
will face repercussions from upper management. Others know they can
get away with providing poor customer service, so they have no guilt
about doing so.

I've got a sister in Sears management who has been with them for over
thirty years. When a customer comes to her with a complaint, she'll do
what she can, but often she can't do much more without putting her job
on the line, and that's a line she won't cross. In those cases, the
customer usually threatens to contact the head office in Chicago. She
encourages them to do so. You may want to try that, because the store
manager may not have the power (anymore) to make things right.