Didn’t Sears’s mother tell it never to call before 9:30am on a weekend? And exactly why does Sears have such a dysfunctional phone system that no one, not even the “executive offices”, can turn it off? Have they never heard of e-mail? Could it be that the harassment factor is seen as a feature rather than a bug, in that when something promised is no longer available it will drive purchasers into cancelling their order rather than trying to get Sears to make good on its promises? I suppose the better bet remains sheer incompetence and heartlessness, but one has to wonder.
[Next installment: Sears Can’t Deliver Email Either]