If you’ve been following along, you’ll know that I’ve had something of an adventure trying to purchase a garage door opener from Sears online. Specifically, the logistical challenges of shipping my package via UPS turned out to be just a little too much for Sears’ customer service team.
I’m happy to report that as of yesterday, I think this adventure is finally through. When I last updated this story, I’d just been hung up on by Mark at Sears. It was at that moment that it occurred to me to just go to a Sears store and buy the damned garage door opener. After all, the whole idea of buying the thing online and getting it shipped to my house was to (1) get a good price, and (2) save myself the hassle of running to the store. Since the “hassle” benefit had long since evaporated, I was starting to see the appeal of going to the store and not leaving without an opener in my hands.
So, one last call to Sears to make sure that my order was really cancelled and refunded — after all, the last thing I needed was for them to suddenly figure out how to ship to me and get the opener back to my porch after I went and bought one at the store. This call was accomplished fairly easily, though I’d have to watch to make sure that my refund was really processed as promised.
Next, I’m off to the store. I found the opener (for the same price as online), and bought it. I’m not normally one to buy extended warranties, but the manager offered me a two-year warranty for the price of a one-year warranty, and considering the goofy way the current opener failed, I figured this was worth the price — just about exactly what it cost to have the opener shipped, by the way. Net out-the-door price was just a few bucks different than buying online. Plus, I had a warranty — not to mention a garage door opener in my hands. Installation was done the same day — this was a piece of cake, since I was basically just swapping out the head unit. I’ve now got a big box full of spare parts, should these ever prove useful.
And then yesterday, out of the blue, I got a phone call from someone at Sears — in the Austin, TX, area, I’d guess (I recognized the area code). Shannon apologized for the snafus so far, assured me that my credit was in-process (I checked later, and it had cleared), and said that Sears was going to send me a gift card for my trouble – for an amount that makes it worth my while to go back to Sears – in person, of course.
I’d be remiss if I didn’t thank Sears for the call and the gift card, and I’m happy to say that it did make a difference. Frankly, I still think it would have been cheaper and easier for everyone in the long run to have simply fixed whatever had gone awry in shipping in the first place, but given that didn’t happen, it was nice to see the follow-up from Sears at the end.