PVM/WDTPT - you broke it, you buy it? (*updated with resolution*)

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Posted 12/14/2013 by ratqueen in NSBR Board
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ratqueen
I drank the whole fairy.

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Posted: 12/14/2013 5:00:25 PM
Last night I went out to buy a snowblower. Got one at Sears. They brought it out to load into my RAV4. One of the guys eyeballed the car and then started walking around the side, obviously to put one of the seats down. I called out to him to stop and let me do it. He kept walking. I told him I needed to check the seat first and I'd put it down. He ignored me again and without looking he flipped the seat down. I couldn't have stopped him without physically shoving him out of the way which seemed more than a little crazy. I knew that the iPad mini was in the back seat somewhere but usually it's on the floor to keep it hidden if I'm out so I didn't think too much more about it. DH was asleep when I got home so this morning we unloaded the snowblower and DH went back out to get the iPad.

You guys. To say it was destroyed is an understatement. It had been crushed between the metal rail of the seat and the snowblower with so much force that the entire iPad is BENT. The screen is shattered and has glass peeling off of it and glass dust everywhere. The foam case it was in is TORN from the force of if. I worked as a Genius for Apple for almost six years and this thing is impressive even to me.

After I picked my jaw up off the floor I had DH show me exactly where it was in the car. It was under the seat I told the guy not to move.

What would you have done in this situation? I'll ETA what I did in a little while, but I'm curious what the peas would've done.

So here's what happened:

After I was finished letting loose a long string of expletives I took a breath and decided that I needed to call Sears. I spoke with the store manager who happened to be there this morning. I explained what had happened, the name of the employee who had been responsible for it, and how the whole thing went down. I managed to stay completely calm and polite with him, and After I'd told him my story there was some stunned silence on the other end of the line.

Then he surprised me: he said Sears doesn't sell iPads, otherwise he would just tell me to come out and pick the one I wanted. He offered me any of the Samsung Galaxy tabs but I told him all my money is sunk into iPads and I don't want to switch to android. He asked if it was okay if he called me back after making some calls.

An hour later he called me back, apologizing for how long it took. He told me he wanted to replace it but he was a little bit stuck. He couldn't take money from the registers because the point-of-sale system doesn't allow for that, and he couldn't use something like his store managers credit card to go across the street to target and buy one. What his higher ups wanted was to file an insurance claim but he told me that would take too long and he just wanted to fix this for me, So what he agreed to do was refund me the cost of the iPad with tax off of my purchase yesterday of the snowblower. He asked me what kind of iPad it was and how much it retails for, then told me the name of the manager on duty today. I offered to send him pictures of the iPad in case he needed them and he said he'd appreciate it.

So I went in, took the iPad just so they could see i wasn't bullshitting them, and in under a minute it was done. They refunded me $532 on the spot. Then I went across the street to Target and bought he replacement and the replacement's case (I didn't ask him to cover that, it seemed really nit picky).

I thanked both the store manager and the manager I spoke with when I was there and I intend to send a proper written thank you because I know he really did go above and beyond with this and I appreciate it a lot. Mistakes happen and I'm truly thankful that he stepped immediately up and fixed it.

Second update:

Oh Sears. I was so happy with the resolution yesterday. But today we tried to start the fancy new snowblower so I could go to a gingerbread house party with Finn and the thing less gasoline everywhere. So they either assembled it wrong or sold me a broken one. ARGH!!



gritzi
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Posted: 12/14/2013 5:06:48 PM
Since you discovered the broken Ipad this morning I think you're SOL. This was an issue that concerned you as soon as the guy loaded the snowblower. Honestly, the car/items should have been checked then.

Sorry that the Ipad was broken


PierKiss
What if everything is an illusion & nothing exists

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Posted: 12/14/2013 5:08:02 PM
I would call the Sears dept/whoever is in charge of the loading guys and gone from there. To say I'd be pea livid is an understatement. Why couldn't he have waited when you asked???

Oliquig
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Posted: 12/14/2013 5:08:14 PM
I would have called Sears and insisted politely that they needed to replace my iPad, well your iPad, since I don't have one.


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peaname
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Posted: 12/14/2013 5:23:07 PM
I would speak to a manager about it especially since you told him to wait.

Poor mini!


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peaname
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Posted: 12/14/2013 5:24:13 PM
Wait, Sears had snowblowers last night? I'm not sure I believe a word of your story.


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ratqueen
I drank the whole fairy.

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Posted: 12/14/2013 5:34:43 PM

Wait, Sears had snowblowers last night? I'm not sure I believe a word of your story.




I actually got the last one of this model, right behind another guy who was shopping for it.



cannes
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Posted: 12/14/2013 5:42:44 PM
I'd be pretty ticked off!

However, I think that this is an issue that should have been discussed with a manager before you left the parking lot. Now that it's a day later, I'm not sure you'll have much luck.


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Christine58
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Posted: 12/14/2013 5:46:11 PM
OOH I'd be PISSED....call there now...well..I hope you did!!



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*maureen*
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Posted: 12/14/2013 5:46:37 PM
Hindsight being what it is, i would have jumped in front of him and been a little crazy about moving my valuables. If that didn't work I would have gone back into the store and confronted the manager on duty and explained what happened and asked for some help checking for damage. But given that you didn't discover the damage until the morning I'd call the store and see if anyone could help remedy the situation. I'd be prepared for it to take more than a day and for it to not go in your favor.


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SabrinaM
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Posted: 12/14/2013 5:46:57 PM
Well, considering Sears broke my moms sewing machine ($2000+ model) while in their posession (they dropped it doing maintenance on it) and wouldnt replace it even though she carried insurance on it through Sears, I wish you luck with this. My mom went around and around with Sears finally getting an attorney and taking them to small claims court.

Sears sucks. No one in our family shops there after what they put my mom through!


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~*Laura*~
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Posted: 12/14/2013 5:53:25 PM
It's perfectly understandable that you might not have found the damaged Ipad right away. I don't think you're SOL just because you didn't realize what happened last night. I would go right back to the store and take the ipad with you. I wouldn't bother calling, I would just go directly to the store and insist on talking to the store manager (not just a manager on duty) and show and tell the store manager what happened. If he won't do anything about it then I would start contacting corporate headquarters and raise hell with them. You repeatedly told the guy that you wanted to put the seat down, there is NO excuse for him ignoring you just do to it his way! He damaged your property while he was on the clock and while he deliberately ignored you. Sears should make every effort to replace it! And hopefully enact some form of employee discipline measures too!

I'm so sorry. I hope you get it straightened out. I would be raising holy hell.







Katlaw
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Posted: 12/14/2013 5:55:54 PM
I would let them know what happened but I am not sure I expect them to replace it. You should have checked right there in the parking lot and you unlocked the door to load the snowblower.
If I knew I had an ipad on the seat I would have unlocked it standing in front of him and found and moved it first.
Plus I would never have one sitting in my vehicle, even hidden. They do not like being left in the cold.


Kathy





alisatj
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Posted: 12/14/2013 5:58:57 PM
I wonder if there's parking lot video and whether it would be useful or not...

ratqueen
I drank the whole fairy.

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Posted: 12/14/2013 6:01:53 PM
For those suggesting I should have checked while we were still there, the snowblower weighs about 300lb and I could not have moved that folded down seat if I'd tried. There was no way to check after the fact.

The iPad rarely stays in the car. Yesterday was a day filled with appointments and errands and so I had it for Finn. I basically dropped Finn off at home with DH in the afternoon and kept going on my errand route, and I wasn't certain if he'd taken child only or child + iPad. I agree wholeheartedly that they shouldn't be left in the car.



Mary Kay Lady
I'm thinking . . .

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Posted: 12/14/2013 6:06:40 PM

I think you're out of luck. I'm thinking that they'll respond with "It could have been broken before our employee loaded the snowblower. You can't prove that he broke it."



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CADoodlebug
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Posted: 12/14/2013 6:09:29 PM
No harm in trying, right?


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luvcookies
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Posted: 12/14/2013 6:13:22 PM



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Kittylove
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Posted: 12/14/2013 8:41:39 PM
I would call and speak to a manager. It's possible that they could turn it in to their insurance company. Tell them you would like a report filled out.
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MrsGarzzzza
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Posted: 12/14/2013 8:53:30 PM
OK. So what did you do?



ETA:













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eebud
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Posted: 12/14/2013 10:09:32 PM
I would go back to Sears and talk to a manager in person.

Are you planning to update?





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ratqueen
I drank the whole fairy.

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Posted: 12/14/2013 10:46:58 PM
Updated in OP with what happened.



SupaScrappa
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Posted: 12/14/2013 10:51:05 PM
Wow! A Christmas miracle! So glad the ending was good!




dizzypea
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Posted: 12/14/2013 10:53:43 PM
I am impressed by the customer service but surprised! Our sears is closing very soon, I thought they all were. They suck.



ratqueen
I drank the whole fairy.

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Posted: 12/14/2013 10:57:26 PM
Me too dizzy pea. I got no pushback, no questioning me, nothing. He just apologized profusely and fixed it pretty much immediately, My husband couldn't believe it.



PierKiss
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Posted: 12/14/2013 11:46:04 PM
I am stunned. Like, literally, my jaw dropped. That is so NICE! I was really expecting this to go south for you. I do hope you will write corporate very nice notes about the store manager and manager on duty. That's seriously amazing.

hollymolly
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Posted: 12/14/2013 11:49:36 PM
Amazing! Makes me want to go shop at Sears tomorrow. So glad it all worked out.

Luvnlifelady
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Posted: 12/14/2013 11:52:45 PM
That is a crazy good update! Wow!

We have a Sear's in our local mall and one within about 1/2 hour. I don't think they are closing. I plan to go to one tomorrow.



cmpeter
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Posted: 12/14/2013 11:54:36 PM
Awesome resolution. Way to go Sears!


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enjoytotheend
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Posted: 12/15/2013 1:16:09 AM
What great customer service! I would put that on their facebook page.

BuckeyeSandy
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Posted: 12/15/2013 1:19:15 AM
Following your update, might have to reconsider Sears once again. I am shocked! Pleasantly so.


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SueSume
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Posted: 12/15/2013 1:57:57 AM
Wow!

Way to go Sears!


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Posted: 12/15/2013 2:15:51 AM
That is one of the best customer service responses I have EVER heard. Wow! Good for them and good for you too! Glad it all worked out!

CMHS
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Posted: 12/15/2013 5:59:48 AM
Nothing will get me to shop there but that is some outstanding customer service!


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Posted: 12/15/2013 6:24:58 AM
Wow. I am really surprised! Glad it all worked out for you!


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peaname
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Posted: 12/15/2013 6:28:56 AM
I love a good customer service story!


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eversograceful1
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Posted: 12/15/2013 7:12:25 AM
That is amazing customer service!


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Spongemom Scrappants
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Posted: 12/15/2013 7:25:44 AM

I am surprised it happened so easily but how wonderful for you that it did. That manager really did the above-and-beyond type service that seems to be so rare these days.








basketlacey
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Posted: 12/15/2013 7:37:29 AM
Way to go Sears! So glad this story has a happy ending!



Basketlacey
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TheOtherMeg
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Posted: 12/15/2013 7:45:13 AM

Amazing! Makes me want to go shop at Sears tomorrow. So glad it all worked out.


This. And please do go to their FB page and post your story. Be sure to mention the store location and the name of the employee who was so helpful.

To protect Sears from those who would use your story as a scam idea, I'd leave out the term "iPad" and just say something like "an expensive item."



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kmk1112
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Posted: 12/15/2013 8:15:09 AM
Wow! What great customer service. I am so surprised he did that for you!


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jennifw
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Posted: 12/15/2013 8:24:21 AM
That's a great update. I am glad it worked out.

back to *pea*ality
AncestralPea

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Posted: 12/15/2013 8:25:48 AM
I looked at on-line photo's of a RAV4 and from the pic's, I would think that the back seat would have needed to be flipped down because the cargo area us much smaller than that of a full size SUV.

Personally, I think you were careless with the iPad and it was more of a mutual mistake. I doubt the guy intended to destroy your property. I hope he didn't lose his job.




cannes
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Posted: 12/15/2013 9:14:51 AM
That's great customer service! (I'm surprised it was that easy)


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momstime
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Posted: 12/15/2013 9:15:30 AM
I cannot believe that store manager did what he did. In so many ways, that is really bad business.

1. You can't prove his employee did anything wrong.If you went in to Sears to purchase a large item, it is reasonable for him to put down your seat to make way for said item.
2. You have a duty to secure your personal items in your vehicle...especially when knowing you will likely need to put that seat down.
3. To make a refund for you just opens the door to every scammer who reads your story....and there are TONS of them.
4. Common sense would say he should have at the very least asked for a receipt for the ipad mini.

I'm glad you were compensated so generously. You really were gifted here, as at the very least you should have shared the replacement cost for your own negligence. Please don't put this on story on social media. The crazies will come out of the woodwork. (and by crazies I mean people who will try to take advantage of his guy, not the mentally ill)




melanell
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Posted: 12/15/2013 9:21:43 AM
That's awesome customer service.





As for the employee's action, I really don't think that you were to blame. He should not have been doing anything with the car with you standing right there telling him not to do it. The car was your property and he was specifically told, repeatedly, not to do anything with it. He definitely overstepped his bounds in my opinion.

I certainly don't want the man fired, but he needs a reminder of how to deal with customers' vehicles.


Any time we've had someone bring something to our car, they bring the item and load the item, but we are the ones that ready the space in the vehicle.


Best of luck with the snowblower!



ratqueen
I drank the whole fairy.

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Posted: 12/15/2013 9:27:33 AM
I agreed above: the iPad shouldn't have been there. But it was, which was why I asked the guy not to touch the seat before I looked. It doesn't matter one way or the other that the seats weren't put down ahead of time. That's not at all the point.

I also hope the guy doesn't lose his job, but I doubt he will unless this is a habitual behavior. It's surprisingly difficult to get fired in retail. I sort of think this might not be the first time the manager has had a complaint about him though.

An update on the snowblower: it was put together wrong. DH disassembled it and put it back together properly (thank god for a handy husband) and is blowing the driveway now.



ratqueen
I drank the whole fairy.

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Posted: 12/15/2013 9:31:42 AM

I'm glad you were compensated so generously. You really were gifted here, as at the very least you should have shared the replacement cost for your own negligence. Please don't put this on story on social media. The crazies will come out of the woodwork.


I agree, I'm both fortunate and thankful the manager acted as he did. It is, however, one of the reasons I suspect I am not the first person to complain about this particular employee.

I won't put it on social media (aside from my own protected FB page), but I do intend to write an email to Sears Customer service in praise of the manager, and also to send him a real thank you note in the mail. I know that he stuck his neck out for me, and I do appreciate it very much.



Nicole in TX
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Posted: 12/15/2013 9:40:54 AM
I am glad it all worked out - that is a great manager they have there.



Nanner
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Posted: 12/15/2013 11:29:16 AM
That's great!! I'm glad they handled it that way for you. I'm surprised though - considering it was Sears. They usually have the worst customer service out there (at least, in my experience, they do)


Nancy

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