Sorry to be silent for so long, but I've been involved in a really interesting project. Last week, I attended all day sessions with our Sears Home Services group to brainstorm around customer experience.
I was assigned to the Protection Agreement group. I've done a little work for them before putting together some email campaigns. (I've also worked with the Home Services group on a survey email.) After a week of non-stop meetings, I know almost everything there is to know about the Protection Agreement terms and the service process.
It got me thinking, why do people buy Protection Agreements and what stops them from doing so? I've had a few really negative experiences with Best Buy and Circuit City in the past and swore Protection Agreements weren't worth the money. Despite that, I have purchased two with Sears. For my HDTV, it was because the cost of repairs was explained to me and I could really see the value. For my vacuum, it was because the store associate did such a good job explaining the benefits.
Do you buy Protection Agreements? If not, is there something Sears could do to change your mind?


Recent Comments