Statement From Sears
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- Sears provided this statement to Team 5 Investigates.
- Sears’ home service technicians complete in excess of 30,000 service calls every day… almost 12 million a year. And an overwhelming percentage of those visits are completed to our customers’ satisfaction.
- Nationally our response time (the time from when the customer first calls until we actually visit their home) is on average about three days. And our target this year is to shorten that wait further.
- We complete close to 80% of these repairs on the first visit, with the majority of non-completed calls being a result of the part not being available.
- Sears has committed millions of dollars this year to improve our overall service business and revise our call taking and service delivery operations.
- Service levels in Boston have improved dramatically since November, with response times consistently in the 3-4 day range (varies by product type with some happening on the same day and others at 5 days).
- We have continued to recruit/hire technicians, expanding our workforce by almost 10% in the Boston metro area.
- We are also in the process of rolling out a customer service survey which will allow our customers nationwide to provide direct feedback to the business on their service experience.
Through this process, customers can request that a Sears representative call them back to discuss their service experience.
Christian Brathwaite
Corporate Communications
Sears Holding Company
