After doing two recent stories about Sears and their hundreds of unhappy customers, all complaining about missed service calls, unanswered messages and just generally poor customer service, I've decided to add a Sears entry to my blog so it's available to anyone who Googles Sears. Especially Sears management.

Dear Aylwin Lewis, President and CEO of Sears Holding Corporation,
First of all, allow me to introduce myself. I am a senior member of the investigative unit we call 'Team 5 Investigates' here at WCVB-TV (ABC television affiliate in Boston). I advocate for consumers who otherwise cannot help themselves. As you can imagine, I hear from a great many unhappy people, frustrated they cannot solve their own problems. Honestly, Sir, some don't even try .. they just call me and hope I'll do the work for them .. but, in most cases, someone calls me when they are exasperated and feel they've exhausted all other options. Mr. Lewis, there are a lot of Sears customers who fit that description, and I am writing this letter because I am concerned you're not in the loop and don't know it. While you have some pretty smart public relations people, I fear they are more concerned about 'spinning' their response than solving the problems, and Sir, there are hundreds. If you've had an opportunity to read or see any of my reports, you know the complaints are all the same: people spend thousands of dollars for appliances that don't work, and then, they spend many hours waiting for technicians to show up or even call back. As you can imagine, these are not happy people.
When we first called Sears, your PR people acknowledged the problem saying there were too few technicians during your busiest season but that the ratio was becoming more balanced and complaints would ease, but, they haven't...and I am not sure you know. Well, actually, I hope you don't. I hope that as you are reading this letter you are thinking, ' holy cow, how could this be happening to so many Sears customers? Why hasn't anyone told me?'. I hope that is what you are thinking because I would rather not think you DO know that hard working people are being stiffed by your company, and you don't care.
I grew up in Massachusetts, Sir. I spent considerable time in your Natick Mall (now Natick Collection) store. Several of my high school pals and their parents worked there. Sears was the place you trusted. Sears built its reputation (and fortune) on the backs of working people. Those people still want to believe that if they spend their paychecks on a washer or dryer, that it will work more than a week, and, if a fluke occurs and the appliance breaks, an apologetic human on the other end of the Customer Service line will make sure someone gets right out to fix it...which is not happening. And, it's not just washers and dryers, Sir. If you check your records, you will discover that Zaida Crespo of Boston spent $5,100.00 on a furnace that didn't work for one minute after it was installed last September. I can't tell you how many times she called for service and lost time at work waiting for technicians who never showed up. Finally, after our reports (and calls to your PR people), I am assured the furnace will be replaced tomorrow. I really hope so. It's been very cold here in New England. Zaida has been using space heaters to keep herself and her pets warm. I can't imagine what that electric bill will be like. (I just had an idea Mr. Lewis .. maybe Sears could pay that electric bill ???? Any chance?)
Well, thanks for your attention, Mr. Lewis. I know you are a busy man. As a matter of fact, your PR people say you are too busy to do an interview with me, which is unfortunate because I am sure you'd be able to convince people to give Sears another chance.
Happy Holidays, Mr. Lewis.
Susan Wornick