I sent a short note to Sears yesterday with a link to my post about my DieHard experience. I was curious how they would respond. This morning I received the following;
Dear Roland Bydlon,
Thank you for your recent e-mail correspondence regarding our DieHard battery warranty.
Please be assured that we understand your frustration, and sincerely apologize for any inconvenience you have experienced.
By sharing your concerns, you have enabled us to address the issues and provide feedback to the appropriate person. Your remarks provide feedback that will enable us to improve our processes and customer experience.
We appreciate your business, and value you as a Sears’ customer. We certainly hope you will continue to make Sears your choice for quality and value
Again, we thank you for taking the time to contact us with your concern.
Sears Automotive Online Customer Care
I must say that while I appreciate Beth G. and Sears sending me a reply they really did not answer my question about why their batteries do not last. If I had a complaint about a washing machine I probably would get the same response with “washing machine” instead of “DieHard battery warranty” in the first line. Maybe when the “appropriate person” reads my message I will get an individualized response.
Lesson: If you compete on service (and I think Sears wants to) then make sure your customers feel you care.
Until next time – All the best!