Response to comment by @searscares

Thursday, August 8, 2013, 1:23 pm

This is my response to the @searscares comment to this online journal.

To Edwin C. Social Media Moderator at @searscares

• Please note that the case manager may have notated her/his case that they attempted to contact me, but they did not. Despite the fact that I contacted Alyssa A. every 3-5 days, left voice mail messages at her telephone 888-266-4043, ext. 90, I never received a return call. At that telephone number, I had VOICE MAIL in which she could have left a message. I never received any messages from her after June 12, 2013 despite my persisting in leaving her voice mail messages.
• Alyssa A. never emailed me at any email address when she said she attempted to but could not reach me via telephone.
• Please note that no “case manager” ever contacted me via my email address. I have not ever received even one email from anyone at Sears aside from an email stating the case number and then almost simultaneously that the “case was closed.”

Comment received 08/08/2103 12:26 pm

We apologize for the problems encountered at the auto center. We have reached out to you via Twitter and the case manager has attempted to contact you via phone with no sucess. We also noticed that they have attempted to communicate with you via your email address. We’ll prodide this information to your case manager for attention.Thank you
Edwin C.
Social Media Moderator
Sears Social Media Support

Email response from Sears August 2, 2013

Per Sears contact form online:

My Comments: Sears Automotive at Florida Mall lost my key fob, car key and house keys. I have had contact with Alyssa A. in Corporate. I had agreed to get an estimate from the car dealer for replacement. When I obtained that estimate and called her, she has failed to return my numerous calls now for weeks. I NEED to get my key fob and keys to my vehicle replaced, which Sears Automotive lost. I need telephone, address to file demand and/or complaint letter from Sears for same as soon as possible. Thank you.

Sears response August 2, 2013:

Thank you for your recent correspondence to Sears! We apologize for the issues that we
have caused to you. It seems that we have put you through a lot for no good reason. To
better assist you with your request please contact our Auto NCR at 1-800-526-3682. They
are able to handle the situations that occur in the auto center and can better assist you
in getting these issues resolved.
Again, we apologize for the inconvenience that we may have cause to you. Please contact our Auto National Customer Relations line as soon as possible so we can further assist you in getting this issue resolved.
Thanks,
Jessica J.
Automotive Care Specialists
1-888-819-6963
web@customerservice.sears.com

Still no return call from Alyssa at Sears Executive Offices

July 2, 2013

Still no return call to three messages left since June 17, 2013 for Alyssa at 888-266-4043, ext. 90.

Called and left message again at 1;30 pm.

Called and dialed extension 00 to talk with operator. She is trying to reach out to Alissa to take my call.

Sheleatha is trying to help and sending Alyssa an email since Alyssa is not returning my telephone call messages.

FAX estimate, etc, Alyssa – 1-800-326-0485 Attention Alyssa.

Telephone call from Alyssa from Sears Executive Offices

June 11, 2013, 6:50 pm

Relayed basics of the situation. She is going to contact the store to try to find out how to compensate.

Told Alyssa that I did not have her 2-digit extension or case number and had to leave my message and phone with the two representatives at extension 22 on 6/10 because there was no way around the voicemail system to do otherwise. Verified information with Alyssa. Alyssa doing additional research. Alyssa will call back 6/11 or 6/12.