Sears Gold MasterCard (extremely, extremely, extremely poor customer support)

I just hung up talking to Nicole, a customer support rep.

manager/supervisor, and hopefully resolved my case of injustice after almost

half a year, and here is my story ...

In May/June last year, I opened a Sears account and bought a hand blender.

I never got a statement from Sears after couple months. It just so happened

that I was relocated by my company to China in August and that's the time I

got the first statement forwarded to my China address (with the late fees

and financial charge). I paid the original balance and called in the

customer support number and talked to a support rep. to explain my case, and

to ask him to remove my late fees and financial charge as I didn't recieve

the statement for the longest time. He verbally commited that he would have

the fees waived and closed the account for me.

A couple months later, I got another statement with more late fees and I

decided to call the support center again. Again, I talked to the rep. and

got an verbal confirmation that that was handled (at least the account was

closed). Month later, I got another statement with more late fees, I called

again and only to find out that it wasn't handled. This time I decided to

write a letter to the settlement dept and asked for a reply of the outcome.

Again, no reply and another month of late fees applied. I just called and

this time I insisted to talk to a manager and again explained my case. At

least Nicole was kind enough to tell me that my previous request was

reviewed and was declined. And that there is not much that she could do and

to only waive half of the fees. I was OK until she said that I could not be

taking anything for granted, that I was the one responsible for calling them

over and over again to make sure that things are handled, that they are not

responsible that I didn't get the statement, that this is out of their

courtesy that half of the fees are waived. This really blew my top off and

leads to my complain here.

So it's OK for them to take it for granted that the customer is supposed to

receive the statement on time (or at all), but it's not OK for the customer

to take it for granted that things would be handled properly on their side.

It's necessary for the customer to keep following but it's not OK for them

to notify the customer of the status of the case. What kind of service is

this? I'd strongly urge whoever read this to think twice, triple, and

quadriple times before you even consider opening a Sears account. I, for

sure, will no longer step foot into a Sears store anywhere in the world.

thanks for listening,

tony