Joined: 26 Jan 2004
Posts: 200
| Posted: Sun Oct 26, 2008 3:43 am Post subject: What is the real reason for the new SPP policy ? | |
Our store feels that the main reason Sears created the SPP program is when they finally decide to close hundreds of stores they simply tell the customers with a MRA to call the SPP phone number to have it taken care of.
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Joined: 04 Jul 2003
Posts: 2205
Location: A little bit sideways!
| Posted: Sun Oct 26, 2008 3:47 am Post subject: Re: What is the real reason for the new SPP policy ? | |||
Reason tells you that the above could well be on the money. ~GoodFella |
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Joined: 11 Jul 2003
Posts: 273
| Posted: Sun Oct 26, 2008 3:17 pm Post subject: | |
| I'm not sure but I'm predicting the policy changes a bit next year when these have to go into effect on certain items because some of the items these are being sold on have some good weight to them so are they really going to want you to send back an item the agreement was like 15 bucks on when the shipping will more then exceed that amount that they will have to eat? | |
Joined: 17 Jun 2008
Posts: 62
Location: nowhereland
| Posted: Sun Oct 26, 2008 3:23 pm Post subject: | |
| I think they want to eliminate a lot of rtv that costs them in hours and shipping. Maybe eliminate rtv totally. | |
Joined: 06 Jul 2003
Posts: 924
Location: I would tell you, but than I would have to kill you!
| Posted: Sun Oct 26, 2008 4:06 pm Post subject: | |||
Rtv could never be fully eliminated. I personally think many of you don't know all of what an RTV associate does. |
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Joined: 10 Jan 2006
Posts: 382
Location: Was Somewhere in FL, Now In IL
| Posted: Sun Oct 26, 2008 5:13 pm Post subject: | |
| I know because I did that when I worked for Jefferson/Ward in the early 80's. It's not an easy job, but I got it done. | |
Joined: 22 Jul 2008
Posts: 204
Location: HELL
| Posted: Sun Oct 26, 2008 5:25 pm Post subject: | |
 Who will be telling them???????
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Joined: 17 Jun 2008
Posts: 62
Location: nowhereland
| Posted: Sun Oct 26, 2008 6:54 pm Post subject: | |||||
I have friends in rtv, I know its a big job I wasn't suggesting otherwise. They may reinvent rtv...who knows. But it costs time and money to take back a toaster and then what? |
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Joined: 05 Jul 2008
Posts: 37
| Posted: Sun Oct 26, 2008 10:52 pm Post subject: | |
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They keep changing policies and rules in my store all the time. It makes our claims person's head spin.
Last edited by bubbdog on Sun Oct 26, 2008 11:00 pm; edited 3 times in total |
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Joined: 01 Apr 2006
Posts: 123
| Posted: Sun Oct 26, 2008 10:53 pm Post subject: | |
| Been away awhile...........what does SPP stand for? And one of my family members is RTV.........Should he worry? | |
Joined: 18 Aug 2008
Posts: 15
Location: Massachusetts
| Posted: Sun Oct 26, 2008 11:26 pm Post subject: | |
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SPP doesn't change existing MRAs so people who already have them from a closed store calling the SPP number doesn't work
The real reason is probably that they're losing money on actual replacements because by the time it breaks the product is discontinued. If the customer gets upgraded then it costs the company money and they want to eliminate that. MRAs were no questions asked, SPPs don't seem to be. Having some refusals for abuse will also help the bottom line. The SPP is not as customer friendly as the MRA but its designed to be more profitable. Nice theory but once you throw in the cost of staffing the SPP center/phone number I wonder if its really worth it... |
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Joined: 06 Jul 2003
Posts: 924
Location: I would tell you, but than I would have to kill you!
| Posted: Mon Oct 27, 2008 12:42 am Post subject: | |||
No he should not worry. But then again not one person is safe at this time, but Rtv would be one of the last jobs eliminated. I would say the one job that would need to be worries is operations mgrs. Some have already been cut. |
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Joined: 15 Dec 2006
Posts: 68
| Posted: Mon Oct 27, 2008 12:44 am Post subject: | |||
I'm an auto associate who has no idea what an RTV associate does, or at least only a minor portion of their job. What all do they do? Not a smartass response, just personal curiosity from someone not well-versed in the FLS. |
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Joined: 01 Apr 2006
Posts: 123
| Posted: Mon Oct 27, 2008 3:43 pm Post subject: | |
| Thanks, msguru...............but what does SPP mean? What do the letters stand for? | |
Joined: 05 Dec 2007
Posts: 280
| Posted: Mon Oct 27, 2008 8:35 pm Post subject: | |||||
I agree with you msguru rtv will not go away because they also have to take care of the in store stuff that we have to return. |
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Joined: 10 Aug 2008
Posts: 269
| Posted: Mon Oct 27, 2008 9:20 pm Post subject: | |||
Sears Protection Plan. I view it as a major rip off of the customer. MRA: Bring it back to Sears and we'll give you a new tool are it's equivalent if yours is no longer available. SPP: Call an 800 to make a claim for a "gift card." If the price of the tool went up, you're hosed. If you bought yours on sale and its not on sale when you want it replaced, you're hosed. Sears claims that the gift card is an advantage because people won't have to replace that nasty old tool if they'd rather buy socks. Pshaw! |
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Joined: 08 Jul 2003
Posts: 4996
| Posted: Tue Oct 28, 2008 1:49 am Post subject: g i f t card or gift horse | |
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snurrble-price goes up you're hosed
Yeap-that's the biggest draw back but that's probably why they're not calling it a replacement agreement.Sears Purchase Protect-pffft-they just had to get the 'PROTECTion' word in there. Not only was the selling of the MRA mangled/mis-represented the actual returns were botched as well.Many thought you got infinate replacements,it covered commercial use,covered batteries and fire or you got 2 years coverage(15 months actually) so if a one year manufacturer warranty the MRA gave a total of 2 years 3 months.Also;many thought you couldn't or shouldn't replace kits which was how many a cordless tool MRA was sold.When the associates don't know what it exactly it covers the company & the customer are screwed. And this was why many a customer is treated like a criminal returning a kit or something from a kit.The same associates that tell you it covers ANYTHING & sell you with a smile are the same ones that will look at many a MRA exchange with distain. But now with the one price gift card stuff like closings,discontinued or Kmart purchases don't mean squat.Another product/process taken out of the hands of the associates. |
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Joined: 01 Apr 2006
Posts: 123
| Posted: Tue Oct 28, 2008 1:24 pm Post subject: | |
Thanks Snurbble -- I feel stupid 
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Joined: 21 Apr 2006
Posts: 1053
Location: the known and the unknown
| Posted: Wed Oct 29, 2008 5:06 am Post subject: | |||||
I can't believe I'm going to say this...Snurby I agree with you 100%! I hated this plan from the start. My manager came to me 2 weeks ago and wanted to know why my numbers have nosed dived in this area. "You were always one of the top people selling these and now your at the bottom. Why?" I told her it was because the plan changed. I was near the top under the MRA, I can't sell these things. It was so easy to just tell a customer "For 15% of the cost of the item we will extend the warrenty 1 year past the manufacter's warrenty and give you a new product. And chances are, we won't have this item if you need to replace it and you'll end up with a better product." Now, I'm telling people all these stupid things they need to do to "Just make a claim" and they will get a gift card in the amount of what they paid for the item. I have sold a few but not many and my manager told me I need to quit talking as though it's a negative. It's still a postive thing for the customer she says. It is so hard for me to try to back up this program when I think it's wrong. People want simple, not loops. I don't put my heart into selling these like I did the MRA and my manager told me that's how you lose your job. I tried to tell her, all these negative things we keep doing to the customer, how on Earth do we expect them to keep shopping here? And I think it's wrong that they can make these decisions and expect me to still keep the positive attitude. When I don't sell one, it's my fault because I didn't sell it correctly, not because they changed the whole format and started making the customer beg for a gift card. |
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Joined: 13 Jun 2008
Posts: 43
| Posted: Wed Oct 29, 2008 4:41 pm Post subject: | |
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Staples has a similar system, and I've used it on more than one occasion. But I found waiting for the gift card to be annoying in itself. Plus, I always liked how Sears would let you bring it back into the store to get your replacement. Simple, convenient, and usually encourages the customer to buy more.
Now Sears has screwed the pooch. While I have adjusted my pitch to "if you have a problem in three years, call the telephone number on your receipt and they'll take care of it", I'm not selling many of these things at all. In fact it's so bad that I'm nearly -30% for the month. Customers accustomed to not having to wait for things are now being required to wait, and they are not pleased. This, along with the persistent perception customers have that everything Craftsman has a lifetime warranty, are driving them away in droves. It's always easier to blame the associate than it is to blame the process, and this leads to the hostile working environment that exists. A hostile working environment characterized by management by intimidation and threat. My response to the hostile working environment? Don't ask for credit. Don't ask for emails. Pitch the PA and SPP in virtually the same manner, taking three "no" responses and shutting it down. Get the resume prepared and out there, and then get the hell out. |
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Joined: 08 Jul 2003
Posts: 4996
| Posted: Wed Oct 29, 2008 4:56 pm Post subject: shut it down | |
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The tool buyers are really screwed,right in the middle of a project or repair and you have to wait a week? Then if you need it right away you have to buy a new one and have them send you a check???
The merchandising strategy Sears uses is to change out the merchandise in dept like tools every 6 months which the SPP people had to know when designing the plan.Which means the model/price WILL change which most here already know. Gift card is another word for generic,a generic plan can be administered by anyone;not just Sears employees.You can even subsitute the merchandise.No long term commitment or dedication required. |
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Joined: 28 Apr 2005
Posts: 1716
| Posted: Wed Oct 29, 2008 5:07 pm Post subject: | |||
Sears profit protection... 
Last edited by allhandsabandonship on Wed Oct 29, 2008 5:31 pm; edited 1 time in total |
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Joined: 28 Apr 2005
Posts: 1716
| Posted: Wed Oct 29, 2008 5:14 pm Post subject: | |||
 Do you find many people are reversing themselves after one or two "no"s"? Maybe you could cut it down to one and save yourself some grief. I suspect Sears has pretty much polarized the market with their ridiculous prices. If people are going to "lay down" they will do it right away (?).
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Joined: 13 Jun 2008
Posts: 43
| Posted: Thu Oct 30, 2008 1:59 am Post subject: | |
Three is a safe number, as it reduces though doesn't eliminate manager shit-slinging because of three years worth of sales declines. 
Getting the hell out though is the best solution to everything. |
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Joined: 08 Jul 2003
Posts: 4996
| Posted: Thu Oct 30, 2008 3:54 am Post subject: Now is the time | |
| Now is the time not to play the pa/ra games.Just like Toolgod said,ask the mandatory 3 times or what ever but do not beg,grobble or give a pathetic sympathy story 'oh my job depends on this'.But of course do not lie or mislead but guarantee you some will,some will look good-at first til the customer trys to use it | |