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YO YO Sears Department Store Rap Is Asking For A Little Social Media Respect!

JRock has a beef and he wants it to go viral. His rant against Sears customer service comes in the form of an original rap song. Done as a somewhat homage to Dave Carroll's now infamous "United Breaks Guitars" (which at last tally has totaled over 7.8 million views on YouTube), JRock would like his video to reach the masses via social media channels as well. So much so, he wrote me today to ask for my help.  

In an email, JRock reached out to me with email with the following message:


The rap song he composed in syncopated rhythm tells his tale of woe after purchasing a snow-blower in 2002 and then subsequently needing parts as result of the wear and tear. JRock's shaggy dog story cleverly details how Sears's customer service has a lot to be desired, from service reps that "don't have a clue" to "1-800 calls" taken in the Phillipines for service needed in Moncton, New Brunswick, Canada.



So with a $0 budget, a full-time job as an auditor and a 4-month old to tend to, JRock used some of his sleep time to  produce this video. To that end, and also influenced by the viral expertise of Jon Lajoie, another Canadian, he learned from the master "How to Make Successful Online Videos."

So with the video freshly posted to YouTube, JRock is now 'rockin' his complaint across all the major social networks, including Facebook, Twitter and MySpace., His rant is slightly reminiscent of the 1976 movie "Network" when the Peter Finch character goes postal with the now famous line: "Mad as Hell, and I'm not gonna take this anymore." 

Well JRock is 'Mad At Sears' and has even branded his blog as such.



My previous blog, "Top Ten Branded Social Media Nightmares" details Dave Carroll's continuing Frank EliasonFrank Eliasonplight with United Airlines, and serves as a reminder to all brands big and small, it's time to step up your game!. The whole world is watching and the 'wisdom of crowds' is quick to bring you to task if your product or service standards fall short. Comcast learned this lesson well and has dedicated a truly remarkable staff of folks (@comcastcares) headed up by the now-famous Frank Eliason who virtually used Twitter to turn his company's customer service department around in less than a year's time.

In fairness to Sears, if anyone has a customer service complaint with Sears, you can start your appeal by going to this Web site. Here you'll find some contact numbers and links to various departments. 



Can't promise that using the 800 number won't send you to the Phillipines, but hopefully after JRock's rants go viral, their customer service staff will have gotten their act together. If not, please do leave a comment at the end of this blog to let us if you too need to YO YO Sears! (note: Sears can also be found on Twitter @MySears, but presently for a large brand, it only has 2,186 followers - could have something to do with their servicing? Just saying!)



And by all means, if you work for Sears' corporate customer service department and want to do some damage control, please do leave a comment here as well to address JRock's concerns. Perhap you will be able to remedy the situation before the rest of the Twitterverse finds out.

Yo Yo Sears Lyrics:
Aw yeah, this beat goes out to my hommies
The peeps on the Blogs
The peeps on YouTube
And the peeps still on Hold

I bought a Sears snow blower in two-thousand and two
It's getting pretty old now and went a bit askew
It stopped moving and that's important to me
Try pushing it into a snow-bank and I think you'll agree

I called Sears service 'cause they have the proper parts
But choosing them for service is where my trouble starts
The tech came over to fix it like new
I figured out later this guy had no clue

Yo, Yo, Sears - I'm talkin to you direct
Give your Customers some respect
Good service used to be your proposition
Now it's a telephone inquisition

As it turns out, my Axle Bolt was rusted
And the wheels don't turn when that Bolt is busted
The tech put in a Shear Pin instead
That's the pricey repair I now dread

Used it 5 minutes, then had the same issue
Sears did not apologize or offer a tissue
I looked at the manual and the parts were wrong
He used a Shear Pin where an Axel Bolt belong

Yo, Yo, Sears - I'm talkin to you direct
Give your Customers some respect
Your Technician is apparently unskilled
So I would appreciate getting unbilled

When the tech suggested fixing it with a weld
I knew his abilities really smelled
So I fixed it myself using the parts in the book
But you charged my credit card, so I'm on the hook

They said call 1-800 to get back my beans
The call would be answered in the Philippines
For a month I called, you did not call back
Then you hung up on me, I think that's whack

Yo, Yo, Sears - I'm talkin to you direct
Give your Customers some respect
Your Customer Service is not funny
And I would like back my money
Comments
Mar 1, 2010
by Anonymous

New appliance purchases, A Oven, Refrigerator and Dishwaser

We bought 3 major appliances at Sears and our having second thoughts and might return them all unless someone can convince us why we shouldn't. The Oven we purchased was a Convection Oven and we had 3 delivered before someone could even figure out why they would not operate. It seems that none of the delivery people or even the people they talked to knew that in order for it to work, the pans had to be the type that a magnet would stick to the bottom. When we bought the oven my Wife asked if Faberware would work and it didn't. We were given 50% off our purchases of pots and pans but we only got a fraction of what we all need. Even the Service guy said he needed nore training. How can you sell a product that no one knows how it operates.
We bought a Refrigerator also and were told that we would get it on 3-4-10 about 2-3 weeks after our purchase. We just got a call tonight telling us that the 3rd major appliance we just bought, the dish washer on 2-27-10 would be delivered on the 4th but the Refrigerator that we ordered 2 weeks before that wouldn't be here for another 2 weeks. There is a lot of competition out there and I want someone to tell me why it takes 1 month to get your Brand name Kenmore Refrigerator. Do you see something wrong with this picture????????????
We have not had new appliances in 16 years and are in the process of remodeling our Kitchen and Bathroom. It looks like it will be after the work is done that the Refgrigerator will be delivered. I don't think you would accept that and why should we. If we would have been told that it would take a month we would have gone somewhere else. It looks to us that you just wanted to make a $5,000-$7,000 sale and knew about the delay but figured that we wouldn't buy if we knew we had to wait so long.
Have someone talk to me and convince me to stay with SEARS.
It might be a little to late but someone should try.

Jim Thompson
414-916-8144 cell during the day M-F 12:00PM-12:30PM would be the time to call.

Mar 3, 2010
by Anonymous

Sears has criminal policies

Twice in the last ten years Sears has been found guilty of having policies instructing their staff to steal from their customers. The first incident (I became aware of) was using their then subsidiary Allstate Insurance to collect money from patrons for home insurance and then fail to pay them when their homes burned down in San Diego.
The second incident was when they instructed technicians to squeeze exhaust pipes in their service centers to see if they were sound. When squeezed with large water pump pliers (as instructed) the pipes would crush causing the naïve customer to need a new exhaust pipe and Sears to make a profit.
There are 4 million items under Google search "sues Sears" and 65,000 under sues Allstate. For sues Western Auto Supply,another sears subsidiary, there are 616,000 items. And of course any enlightened inventor is aware of Sears nasty dealings in that arena. Tey would place orders with the novice entrepreneur that thy couldn't possibly deliver on and put a clause in the contract that the inventer would loose all rights if they failed to deliver on time. Shame, shame shame.

Mar 4, 2010
by SearsCares

new appliance purchases

To Mr. Thompson,My name is Brian and I’m part of the Sears Cares Escalations team. I am very sorry that you’re having this experience with us. We certainly do Not want to cause our customers frustration. Your buying (and support) experience should be positive. If it is not then we have failed our customer(s). On the topic of the delayed delivery of the refrigerator, Kenmore is the Sears brand but not the manufacturer and it looks like the manufacturer is not providing us with the stock to fulfill our orders to our customers. We would most definitely like to investigate this and determine how we can get this resolved for you. As for the convection oven, unfortunately when a new item comes on the market, there are times when we aren’t aware of every facet of the operation of those items, but we do make every effort to get up to speed as soon as possible. All this being said we need to get these issues taken care of for you. Since you have posted a contact phone number, we will call you to see how we can help, or at your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Jim Thompson) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.Thank you,Brian J.Senior Case ManagerSears Cares

Mar 5, 2010
by Ron Callari
Ron Callari's picture

new appliance purchases

Thanks Brian for this follow-up. It's encouraging to see Sears Customer Service stepping in and responding to complaints posted to this blog. I know that JRock is pleased with the remedies to his issues. Social media is a great tool for resolutions like this - I am sure my readers will be reassessing Sears as a result.