williger’s posterous

It took me a second, but make sure you read the story under the picture.
Keep in mind this really did happen.

This was a cake for someone who was moving from
an insurance claims office.

Sears,

I hope you're reading this - you are one of my favorite brands. I've been shopping with your company over 20 years - from home appliances (many from sister company, Great Indoors), to car batteries/tires, tools and TVs. I like shopping at Sears and the quality of Kenmore products. I feel confident that when shopping at Sears, my purchase will be supported, and to my surprise, sometimes even longer than I would have expected - specificaly I'm referring to Craftsman tools. The rare occasion that a Sears tool isn't functioning to satisfaction, it's replaced. - Awesome!

When my old water heater broke, I called Sears. They asked how many bathrooms, how long I needed water for, etc. They told me confidently I would have enough hot water to allow people to shower simultaneously, without running out of hot water. The representative went as far as saying his "house full of teenagers" used the same heater in their home (perhaps they didn't shower). When learning the cost of installation, I inquired again if the heater itself would be enough to ensure I wouldn't have issues with simultaneous showers, and he assured me I already had an 'overkill' unit. 

I'm upset this 'new' model provides LESS hot water than my old one.  I've learned to take fast showers and to time my day so there's enough hot water for Jen to shower too. I've adapted my schedule to this limited heater.   I spent over $10,000 replacing my furnace, air conditioner, and water heater, even painted and tiled the utility room.  It's yellow and a nice room for the appliances.  I would so love to not schedule my life around a heater.

Sears contacted me months ago to sell an extended warranty for the water heater. It wasn't a huge investment so I went ahead and purchased. They called me again August 12th, positioning an additional warranty that would add 2 more years and included an annual preventative maintenance performed. They said this service would possibly help with energy usage. I asked if there was any chance this would give more hot water, they said possibly and scheduled for the next morning! AMAZING!

Next morning, Sears representative showed up on time, was very professional and even explained to me how to clean the unit underneath for dust and that everything checked out 100%! I anticipated more hot water to enjoy, but it wasn't even working that night when I went to shower after my workout.  I reset the unit. Then I reset it again the next day. Then the next day, again. Then - it wouldn't reset. I called Sears and they scheduled for next Tuesday, the 25th. When asking how the preventative maintenance was the next day but me being without hot water was several days out, she said if I phoned later they could get me a 'standby appointment' for sooner service. I called, they told me to hold for dispatch and after 35 minutes on hold, I learned closed dispatch 15 minutes earlier.  

I bought not one, but two Sears extended warranties. They performed preventative service and I've been without hot water for over a week. That's fact. I'm not placing blame. I suspect either it was a timing issue or perhaps the maintenance stirred up some dust, who knows. I'm most upset at extended hold times and the under-powered unit. 

I'm a 'brand guy' who exists to help enhance brands, which I hopefully even did here, talking about their professional service and previous excellent experiences. Sears is still a company I like and trust, and I'm writing this off as a limited sour experience, which I hope resolves soon.  I even ran my tweet this morning by the Sears representative, asking 'is this an accurate representative of the situation' before I Tweeted.

I'm about to jump in a cold shower, a VERY cold shower. 

Darren

PS. Sears - If by chance you ARE reading this, I would love to help you enhance your brand. I've worked with lots of large companies and live and breathe new media.  As I've hopefully demonstrated, I do recognize the good that your company has done previously.