Fulfilling an Obligation

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For those who read my complaint regarding Sears Personalized Tool Set.I received the following email from Sears today.  In accepting Sears’ apology I feel obligated to let everyone know of their efforts to ‘do the right thing’.  Unlike the Press, I believe that corrective action should receive equal treatment as do complaints.  A wise CEO once told me that complaints that a company receives do not have a serious adverse impact on the business.  But the complaints they do not receive can ruin a company.  If you don’t let them know they have a problem, how can they fix it.  The action of a single individual within a company can do significant harm and management may never know – especially if no one complains.  George Schultz, who is the ultimate decision maker in matter of Mechanics Tools, just found out about my complaint.  But he did find out and did make it right.  He has earned my respect and Sears my business.**************************************************  *************************************James, Again, I apologize for your shopping experience with Sears and Sears.com.  As we discussed this afternoon, we are air shipping the remainder of the 413pc tool set that was not personalized to your address provided: ########################. When I receive the tracking information, I will forward that to you.  The shipment should arrive 2/10/2009.  Should anything be wrong with those tools, please contact me at the number below and I will do what I can to fix it. In our phone discussion, you mentioned you received a duplicate socket.  I cannot find in the email where the duplicate socket is mentioned. If you have that, please let me know ASAP what socket is missing and I will have one personalized and sent out.   I hope this action will rectify your displeasure with Sears and we can be a business in good standing with you.  We value your opinion and buying power and realize there are many choices in the market place today.  If there is anything else I can help you with, please contact me. Regards,George SchultzAssociate Buyer – Mechanic’s Tool [email protected] edited by reefera4m; 02-02-2009 at 09:17 PM.
Reply:Good for them. Glad you posted that they are correcting the problem too.HH 187Miller Bluestar1EAHP AlphaTig 200X
Reply:Great!!!!!!!I hope with this lousy economy that a lot of merchants will be rethinking their customer service policy."Any day above ground is a good day"http://www.farmersamm.com/
Reply:Almost as good as ZIPPO's service but not near as fast.A butterfly without wings, is just an ugly bug
Reply:That's great news reefera4m!  Thanks for the post and I commend you on doing so. MM200 w/Spoolmatic 1Syncrowave 180SDBobcat 225G Plus - LP/NGMUTT Suitcase WirefeederWC-1S/Spoolmatic 1HF-251D-1PakMaster 100XL '68 Red Face Code #6633 projectStar Jet 21-110Save Second Base!