Wonder how the operator knew that. It would be great if we could hear a recording of that call the way they do with the 911 calls. I'll bet a lot of people at Sears have had a good laugh.
I believe Steve's frustration is with the attitude of the CS more then anything.
It is very difficult to work in this line of business and satisfy an angry customer.
CS needs to treat each and every complaint no matter how small as if this is the most important complaint they have ever received.
Most places in my area hire independent contractors to service appliances. Once the item is bought, The store itself has to call in contractors to deliver, set up or repair the item.
Calling a store and going off on the CS is not the way to go. The store calls in the contractor and makes a date and time for the contractor to be at their home.
Steve should have checked HIS paper work and called the contractor who's name address and phone number should be somewhere with his bill of sale, the day before to insure the work could be expected to be done the next day.
Steve is really a jerk you know, he leaves his wife at home alone to wait for strangers with no information on who they are to enter their home.
Steve is lucky he didn't come to a cleaned out house and wife tied up in the cellar.
