Thread regarding Sears layoffs

Friday is the Last Day for Our SYW Call Center

Tomorrow is our last day for our Shop Your Way call center. Dozens have already left as they temporarily and gradually forward more and more of these calls to Sears/Kmart customer service call centers. We've already been telling members to use online chat because that will be the last and only platform to support remaining SYW questions and issues, and that was offshored a long time ago.

SYW members are not going to be happy because the online chat services have to put in a request to adjust points and fix other problems, but as far as I can tell, after 11/30 there is nobody left to do that. Members who were identified for membership violations already have no one left to speak with to unlock those accounts because they were all laid off in October, but our manager has told us to promise members it would be taken care of even though she knows it won't. So we have been actually trained to openly lie to our members.

They have not told us SYW is being discontinued but it seems to be because all of my contacts in HE where I used to escalate issues are all gone or reassigned. Also, I was told by HE the marketing budget for SYW was zeroed out after the bankruptcy, which would account for declining call volumes among new members, but this could also be because the remnants of SYW are being attached to something else.

I have a new job starting 12/3 so I have a smooth transition, taking calls for a cable company which should get me yelled at equally as loud as my time here. I hope my colleagues were as lucky. By to all!

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Post ID: @Wn5Dw5j

15 replies (most recent on top)

I love SYW. I have over $5000 worth of stuff that I have gotten over the years and I bet I havent paid over $500 for it. How can you stay in business when I would get $50 in free cash and go into the store and get $50 worth of free stuff. I have done this for years. Just a few months ago I bought a microwave, a futon, a circular saw and some clothes. Total amount owed after all my SYW points...$4.92. LOVE SYW.

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Post ID: @Wn5Dw5j-3gam

Which location? It wasn't the SYW call center. I work there and we're still in business.

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Post ID: @Wn5Dw5j-2kiy

Call Center is post-toast. It was a good ride.

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Post ID: @Wn5Dw5j-2qex

Hahahahahaha! Eddie wouldn't flush that big of an investment down the drain.

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Post ID: @Wn5Dw5j-1jrz

"You are absolutely incorrect. That's a nice story but without a shred of truth to it. The call center is not going anywhere tomorrow."

Hi Eddie!

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Post ID: @Wn5Dw5j-1ktx

You are absolutely incorrect. That's a nice story but without a shred of truth to it. The call center is not going anywhere tomorrow.

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Post ID: @Wn5Dw5j-1wng

Total liquidition is low key happening. Shutting down 700 stores takes awhile. Eddie is just trying to drive the hardest bargain. He found Great American who was ready to go, and then he found someone who would get him even more money. He's asking around for the best price. Vendors stopped payments. Four year old stock landing in stores. Lands End disappearing, Dentists kicked out, toilet paper no longer delivering, QMTs no longer fixing stuff, call centers shut down, international offices closed. This is the final wind down.

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Post ID: @Wn5Dw5j-fhw

@Wn5Dw5j-pog True. Funny thing is that I remember in the olden days people (myself included) used to leave because the store was busy and the lines were too long. Then they started with all the c-ap and even a few people in line took forever. Not to mention the ancient computers that would randomly stop and need to be restarted.

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Post ID: @Wn5Dw5j-wjy

SYWR was the #1 thing driving customers away. If you look at any customer review site, half the one star reviews is customers complaining they have to wait so long because the lone checkout clerk is signing up people for SYWR so instead of waiting they just left and took their business elsewhere forever.

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Post ID: @Wn5Dw5j-pog

@pti Sears is bankrupt from BILLIONS of dollars wasted on enriching shareholders a decade ago, and decades of massively top-heavy mismanagement. SYW was a drop in the bucket cost-wise, and was pretty much the only thing still bringing in the few remaining customers.

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Post ID: @Wn5Dw5j-ojh

We are often just as confused as the cashiers because the system frequently doesn’t attach the freecash or points customers are offered in email or an undisclosed or misapplied restriction overrides the award. We used to have leeway to credit up to $25 in points without manager approval, which is what we did in these cases. Above that had to be ticketed and sent on. The offshore online chat people promise points, but have to get approval for everything. Now I don’t know who they will ask because HE is gutted. Perhaps there will be a new process after we leave tomorrow.

There are few tears here because we all saw this coming and most started looking for work last summer. There are many positions open here in the Midwest so it was not difficult. Most of these are run by third party companies contracting with those who need the services.

My friend who works next to my position told me the CSRs handling our online sweepstakes and contests are also being let go, so that must also be wrapping up.

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Post ID: @Wn5Dw5j-usc

I really enjoy these swamping draining stories

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Post ID: @Wn5Dw5j-ard

SYW was a great program...what other store gives away hundreds away in merchandise for little out of pocket cost? I can't believe Sears is bankrupt from it.

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Post ID: @Wn5Dw5j-pti

Thanks for your help with SYW...as a cashier I have to call often because so many things go wrong with the program. It will be nice not to pester customers to use it.

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Post ID: @Wn5Dw5j-fou

SYW was a failed platform from day 1. Another hairbrained idea that never worked.

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Post ID: @Wn5Dw5j-hba

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