If you’re here because of the Running in Place, Before the Treadmill Ever Arrived, by David Segal in the New York Times’s Haggler Column, welcome.
To read my treadmill posts in order, just start with the first one, Why I Do Not Have A Treadmill (Sears Can’t Deliver). There’s a link to the next one at the end of each post.
In the days since the treadmill was actually delivered, I got my new receipt for warranty purposes, and I’ve had calls from four different live human non-robotic folks in the Sears delivery/fulfillment/mess-containment hierarchy asking if everything is OK. The last was the most interesting: it was from “Donna” in Sears HQ, who is apparently in charge of straightening out the delivery mess that someone in Sears has figured out they have (she made it sound as if this job predated my experiences). Donna started out by asking me who I had dealt with in a way that suggested something messy would roll downhill; I said most of the people I had dealt with had actually been very nice, they just seemed trapped in an evil system. According to Donna there is a way to stop the robocalls, and she seemed peeved that no one had trained front-line staff in how to do that. And she offered me a $100 gift certificate; perhaps I will have to set foot in Sears to use it, we’ll see.
Donna and I had a long chat, during which I think I learned that the call center operations are going to be repatriated from the Philippines, something I’ve read many other firms are also doing. And Steps Will Be Taken about delivery problems. On the one hand, it seems good that Sears is working on its delivery/fulfillment problems. On the other hand, there was one aspect of the conversation that I found very odd. I asked Donna — purportedly the person in charge of sorting this stuff out — if she’d had a look at the I Hate Sears website. If I were in charge of fixing something, the first thing I’d want to know is what the symptoms were. Donna said she hadn’t been able to bring herself to do that because of the term “hate”. Donna, if you are reading this, you really should go over there and see what all the commentators are complaining about.
Meanwhile, however, here is the full list of my treadmill-related posts:
- Why I Do Not Have A Treadmill (Sears Can’t Deliver)
- Monday Treadmill Update
- Tuesday Sears Update: Important Information About Your Treadmill
- On the Treadmill Treadmill
- Sears Can’t Deliver Email Either (Updated)
- In Case You Were Wondering
- Sears Treadmill Saga Notes
- Sears Feels the Power of the Press
- A Quick Dispatch from the Treadmill Front
- The Grand Finale (Probably)
- The Consumerist
- Final Sears Treadmill Delivery Disaster Post