Over the last three months, I have had the great misfortune of having to deal with Sears. Due to an appliance that initially seemed fixable, which upon a second inspection was not, I have been in communication with Sears, in regards to parts that needed to be returned. While our situation was different, in that the parts weren’t simply taken back by the technician, it was not difficult. All I needed was for the parts to be shipped to Sears and a credit to be issued. However, it has taken three months for both of these to occur.
For Sears the difficulty was caused by an issue that they created. When our Sears card expired, they issued a new card with a different number. Unfortunately, the parts were ordered with the old card, and the credit was to be sent to the new card. Numerous employees at Sears explained that without the old card’s number, I couldn’t be issued a refund. I patiently explained that the old card had been shredded, as is protocol, but I did have a new card. Conveniently, Sears was able to move the balance from card to card, so couldn’t the credit be moved to the card?
After three months of discussing this issue, a resolution was offered finally. Sears would send a check. Of course, I am still awaiting the arrival of the check, but I am hopeful.
How does this experience relate to PKP? I like to think that although we don’t have customers, we do have readers to whom we try to provide excellent service. We have several advice columns that are built on our readers’ suggestions. Ask the Bartender, Ask the Chef, Ask the Dog Teacher, Ask the Vet, Ask the Doctor, and Parenting Predicament were created to deliver answers to our audience. When questions are submitted, they are delivered to our experts and added to their queues as soon as possible.
We also do our best to reply to comments left among our twenty-three publications. As I review interactions in our comment threads, I am proud to say that our writers typically respond within a reasonable amount of time and are engaging.
Our readers are a primary part of our success and are due excellent service. I’d like to think that PKP delivers that.
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PeKu Publications
Good Service Can Be Hard to Find
by Michele Pesula Kuegler on December 10th, 2012For Sears the difficulty was caused by an issue that they created. When our Sears card expired, they issued a new card with a different number. Unfortunately, the parts were ordered with the old card, and the credit was to be sent to the new card. Numerous employees at Sears explained that without the old card’s number, I couldn’t be issued a refund. I patiently explained that the old card had been shredded, as is protocol, but I did have a new card. Conveniently, Sears was able to move the balance from card to card, so couldn’t the credit be moved to the card?
After three months of discussing this issue, a resolution was offered finally. Sears would send a check. Of course, I am still awaiting the arrival of the check, but I am hopeful.
How does this experience relate to PKP? I like to think that although we don’t have customers, we do have readers to whom we try to provide excellent service. We have several advice columns that are built on our readers’ suggestions. Ask the Bartender, Ask the Chef, Ask the Dog Teacher, Ask the Vet, Ask the Doctor, and Parenting Predicament were created to deliver answers to our audience. When questions are submitted, they are delivered to our experts and added to their queues as soon as possible.
We also do our best to reply to comments left among our twenty-three publications. As I review interactions in our comment threads, I am proud to say that our writers typically respond within a reasonable amount of time and are engaging.
Our readers are a primary part of our success and are due excellent service. I’d like to think that PKP delivers that.