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| - I use to actually work here a few years ago when the economy first tanked and I had to do something outside the scope of network engineering/administration. I saw first hand what it was like at this auto center, and besides the fact that the meager commissions I made were often times stolen by one of the other associates, the customer service here is just typical of a large corporation attempting to service the public. Let us continue.
I too purchased tires here because of the warranties. However because of the tire size on my car I had to go with some BF Goodrich traction T/A's. They're not the best tire out there by any means, but they should be good enough to not have to worry about cracking and other things. Well, my rear tires are now cracking all over the place, and regardless of what anyone tells you, tires should NOT crack after a year or less of owning them. That doesn't typically happen until they've been on your vehicle a few years. And yes the incredibly hot climate in Vegas might speed this up a tad, but these tires were cracking far too prematurely.
So I went in to see if they can swap them out and give me some type of manufacturer defect (premature cracking) on the tire and just swap them out with new tires of the same brand. Well as it turns out these particular tires were discontinued but they did have some Goodyear tires in the same size, but they were of course more expensive. After all the tread depth discounts were put into the system the total still came out to $211 for new tires. That's unacceptable. First off, its not my fault these tires are discontinued, that's BF Goodrich's fault for making garbage tires. Secondly, in the case of customer service, I should've just been refunded close to the full price of what I paid originally. This did not happen and yet Sears again fails on customer service. This is probably why so many of their stores have closed nationwide. Their craftsman warranties are great (lifetime) but dealing with many of the associates there can be an uphill battle. (I worked for Sears Auto Center in California for 4 years while I was going to school and management just makes one bad decision after another which ultimately effects you, the customer)
If you are intending on visiting this particular service center, only speak to one man by the name of Rick. There's one other gentleman I've had good luck with there but I'm unsure if he even works there anymore. The rest of the sales associates seem like they're just passing time there before they die. They have a very lackadaisical and cavalier attitude toward work in general (remember I've worked with these people, I know them more intimately than an average customer) and they just really couldn't care less about your customer experience.
As an aside, my mom brought her car here to have her alternator tested because it literally died on the freeway while she was driving. After they tested it they said the alternator and battery was fine. This was not the case. Sears likes to tell people that they can test for these things but they have a cheap, piece of junk miniature sabre voltage testing machine for this that doesn't even give accurate details about your vehicle. Long story short, she took it to MY mechanic at T&M Automotive and of course it was a simple alternator swap. She had it replaced and its been months without a single issue for her.
So perhaps Sears should seriously evaluate the people whom they have interacting with the public, both behind the counter and in the shop a little better. I know they're bordering on Chapter 11 bankruptcy, but surely you can do better than this. Furthermore, instead of having their vehicle technicians sit behind a computer and take multiple choice tests on vehicle diagnosis to get the job, (yes, aside from brakes and such, the guys back there are just techs that take a test on a computer to work there, none are ASE certified) maybe an in person interview with someone actually asking questions about car symptoms and what the likely remedy is would be more constructive. Also gauging how they are with customer service may be helpful as well. I've seen so many managers fired from Sears Auto Centers who have actually done the RIGHT thing for customers, its not surprising why these places run as poorly as they do.
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