Your most shocking customer service experience

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Forum topic by WorksInTheory posted 03-20-2014 11:58 PM 964 views 0 times favorited 2 replies Add to Favorites Watch
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137 posts in 1599 days

03-20-2014 11:58 PM

I have had several shocking interactions w/ customer service in the past few months. Completely surprised by Ridgid’s denial of any problems w/ their saw for example. Sometimes it seems these customer service reps don’t actually listen to what they are saying or even put themselves in the shoes as a customer.

Below is one from Craftsman – I bought the 21833 and trying to put it together. It was missing minor parts (a washer, a dado insert, etc) but was aghast at their response.

Please post your craziest Customer Service experience (Good or Bad) here.

Hayward: Good evening, Robert. It’s nice to have you on this chat.
Hayward: How may I help you today?
Robert: Yes I recently bought a table saw from Sears
Robert: I finally am starting to assemble
Robert: I already see missing pieces – should I ask for the pieces as a I go or wait until I complete the whole thing?
Robert: I just don’t have a lot of time so doing this over a few weekends
Hayward: I understand that you purchased a table saw and see some pieces missing and would like to know if you have to wait until the assembly is completed.
Hayward: I will be glad to check the product details for you.
Hayward: Robert, may I please know where did you make the purchase. Store or online?
Robert: online shipped to store
Hayward: may I know the order number?
Robert: yes
Hayward: Thank you.
Hayward: Robert, I have checked with my resources and see that you have purchased the Craftsman 10 in. Contractor Saw all the required parts will be included with the product. In case if you find any part missing. I request you to please visit our nearest store for the return or possible exchange.
Hayward: Is that okay for you?
Robert: Are you kidding me – if I am missing a part why wouldn’t you just send me the part – this is a 300lb saw!
Hayward: I can certainly understand, I am sorry we do not have option to ship the missing part.
Hayward: Please accept my apology for the inconvenience you have experienced.
Hayward: However all the parts will be included with the product.
Hayward: Is that okay for you?
Hayward: To confirm, are we still connected on this chat?
Robert: I am not sure you understand me -
Robert: that’s is the point all parts should be included
Robert: and a few are missing so rather than send me the small part, you want me to pack up this 300lb saw and bring it back to the store?

2 replies so far

View TopamaxSurvivor's profile


18269 posts in 3673 days

#1 posted 03-21-2014 12:10 AM

You can’t blame Hayward. He is mot likely only allowed to do what it says on his screen. Who ever is making policy is the reason Sears is going bust! Unfortunately, they are not alone ;-((

-- Bob in WW ~ "some old things are lovely, warm still with life ... of the forgotten men who made them." - D.H. Lawrence

View Whiskers's profile


389 posts in 2024 days

#2 posted 03-21-2014 01:56 AM

I had a similiar encounter with harbor freight. When I bought my workbench the entire parts bag was misssing. It was double boxed and the inside box even had written on it that the parts bag was missing, so it had been returned already. They wanted me to purchase another parts bag rather than just send me one for the bench I bought. I also didn’t have the receipt handy as it had been awhile tween purchase and assembly. I threatened to just go to the store, buy another, than return the defective one so that some other person would now be royally peeved at HF service as I was and they caved and sent the parts.

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