NBC Connecticut Responds got results for a Torrington woman whose weed wacker was lost by the repair shop.
Sabrina Chiang said her weed wacker was less than a year old and still under warranty but would not start. She took it to Sears on May 23. The repairs were expected to take two weeks. When Chiang called the shop two weeks later, she was told it hadn’t come back yet.
"So call next Tuesday. So I did again. And again. And again," she said.
Chiang called numerous times over the next few weeks and each time was told the same thing. Then on July 19, an employee told Chiang her weed wacker had been lost. Sears agreed to replace it, but Chiang said she was given conflicting information by different customer service representatives.
Chiang decided to contact NBC Connecticut Responds.
“I believe only you can help me,” she said.
A few days after our consumer team reached out to Sears, Chiang got a phone call from a Sears customer service representative. They told her she could pick out a new power trimmer priced up to $249. She did and thought her problem was resolved.
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But as she opened the box to show our Responds crew, Chiang discovered the model number on the trimmer itself didn’t match the model number on the package.
So we called Sears again and Chiang went back to the store to exchange it.
In a written statement, Sears spokesman Larry Costello told NBC Connecticut, “At Sears, our priority is to make sure our members are satisfied. Our member care team further reviewed Ms. Chiang’s situation and helped coordinate a meeting for her with our store manager, who facilitated the exchange of the powered trimmer and verified it was the correct model prior to her leaving the store. Our member care team also followed up with Ms. Chiang to confirm she has the correct model and is satisfied. We regret the inconvenience and hope she remains a loyal Sears customer and ShopYourWay member.”
Chiang said Sears also gave her a three year extended warranty on the new weed wacker.
