OK, I will tell the tale as concisely as possible, while capturing the mood...
Aug 9, I order a new Entertainment Unit from Sears (and a microwave, but that is irrelevant) for home delivery on Sept 1st.
Sept 1st comes and the thing is delivered. The unit is in two boxes. The first box is blank and the delivery man says it is normal. The box must have been dammage and repacked after inspection. In anycase, all the Sears labels are checking out. So, I unpack the smaller box (box 2 of 2) and start laying out the planks and little tid bits to help for the assembly. Then I turn to box 1 (alledged box 1, I should say)... I am a bit surprised about all the metal frames... This thing is going to be sturdy or what!
Then I dig to the instructions... there is a picture... of a big metal chair...
It is the wrong box.
I get on the phone, explain (very patiently) the situation to the customer support person (it is a Saturday) and she takes note and tells me someone will be contacting me.
The next Thursay, still no news. (((NOTE: from this point on, every time I call, it takes 3 people and one hour, each time recounting the whole story... which gets longer))) So, I call them back (one hour) to finally learn that everything is fine in my file and that I even called to say that I am satisfied! After a few "on holds" someone manage to understand that there has been a mistake and that I am actually NOT happy.
Box 1 is re-ordered and the chair scheduled to be taken back on Sept 22nd.
Sept 22nd comes and the thing is delivered... BOX 2 OF 2!!
The one I already have. I refuse the delivery. I call (one hour, remember) and get told that someone will call me on Monday.
On the Thursday, still no news. I call again and this time get to a fourth level of support where I learn that "oh! there's an asterix next to your file stating that you rejected the delivery because it was the wrong product" (apparently that is not enough for them to react!!!!). After a long, LONG debate (2 hours this time), I manage to get them to re-issue the order and have it inspected (they have a center for that) against the number from the manufacturer that I have from the other box. And then they have my cell phone to call me as it arrives there. 2-3 weeks, it is supposed to take.
Four weeks later, I call again. Status is "not arrived yet".
Two weeks later, I receive my card's bill. A new 455$ charge has been applied for a "Entertainment Unit".
A few hours later, I call again. Status is "what are you talking about". You had two sucessful deliveries. What's wrong? What order sent to inspection? I only have one charge in your file? Fax me the bill....". It took some time (and the young lady was very nice), but I got to the following point: she requested a reimbursement and she e-mailed the manufacturer directly to see if he was aware of anything and re-ordered the item with a special marker that would allow the manufacturer to flag the order as requiring verbal confirmation from her. Then I asked "you know how many people I talked to for the past 3 months? It may seem unfair that I ask this of you, but: why should I believe something will be done this time?" She then gave me her extension number and a promise that, even if she has no news, she will call me every Friday PM with an update until it is resolved.
One week later, I get a call requesting me to give her all the numbers (Sears and manufacturer) from the box.
Another week later, I get a call to settle this and she tells me she has markers all over the traject to double-check the BOM. We agree on a delivery on Dec 22nd...
Dec 21st... I get a call from Sears that my package is ready for pick-up!
I don't have a car and we are talking about a fairly large 150-pound box. And, just as a matter of principle, I want that DELIVERED TO MY PLACE. I call... being bounced 2-3 times for over an hour, I hang-up. Then I e-mail. The last opened day, I call and e-mail. Never any answer anywhere.
Then, on the 27th, as the stores re-open, the young wowan handling my case calls me to see if everything is alright. I can only imagine her blushing when she realized that, after all these stupid mistakes that had been done in my file, she actually added one trying to help me! An hour later, I was receiving a call from the pick-up outlet. After much explaining again, I manage to have them arrange home delivery (free of charge, the woman was astonished when she read my file) for the 3rd... I HAVE IT NOW! But it does not end there...
On the Box 1 of 2 (the newly arrived box), there was a picture. It was NOT the one I had ordered... But it matched the other box...
After 20 minutes worth of smilies, I thought of calling them, but then felt
just thinking of doing that. Actually, it was for the best as the other unit was larger and it would have pushed the speakers against the side walls. So, I decide to just mount it..............
I just hope I will not be overcharged another time. I actually will end up with a free metal chair!
That was long, but, believe me, it was a lot longer to live it though than reading about it.
Hope you laughed a lot!
