Editorial by Mike Gange
I am up to my waist in snow, and I am thoroughly peeved at SEARS. Let me explain.
I live in Eastern Canada. We regularly get snow storms that bring the world to an end. Or at least a complete stop. We live north of Maine, the U.S. state famous for its ruggedness. We are three hours north of Maine. When we want to go south, we often go to Maine. We often remark how much less snow there is in Maine.
We had one of those world-stopping snow storms last night. Thirty six inches of snow in my driveway. There is no school anywhere in my Canadian province that is open today. The universities are closed, and most of their students live in dorms on campus. The local army base is closed today. Now those guys train in the arctic. So, you know when Canadian soldiers say they can’t go, it is a snow storm to be reckoned with.
I use a snow blower to clear my driveway. It shoots the snow about 30 feet into the air, and we need it to move the snow over the ten foot sidewalls of the driveway, where the snow has piled up this winter. My driveway takes me about two hours to clear. Then I usually go in front of my house and clear the sidewalk. I’m a good citizen like that.
Snow blowing is a leap of faith. You know there is a sidewalk there, so you keep walking behind the snow blower, shooting the stuff up over the yard, high over the yard. About two feet from the end of my property, I hit a SEARS catalogue. Still wrapped in plastic, all 200 pages of it get jammed into my blades that break up the snow.
Gummed into the impeller that launches the snow into the chute that actually throws the snow 30 feet in the air.
The snow blower stalls.
I go look into the impeller and there it is…some bright looking babe in a bathing suit looking back at me, smiling, suggesting that summer would be a good time.
Why am I pissed at SEARS? Their delivery person has to live here too. He or she has to know that if that fat catalogue is not deposited right at the doorstep it will cause a problem. But the delivery person likely heaved it out of the car window, thinking that was good enough.
If I fish it out, the impellers could turn, and I could lose my arm. It is a real skill to get that deep into a snow blower and not be cut in half.
I called the local SEARS store. I got the automated answering machine, voiced by a faceless female.
“Hello, SEARS store is open today. And I would like to remind you that our white sale continues today. We have pillows on sale, and it will enhance your sweet dreams tonight,” she said.
I’m thinking it will unlikely I will sleep tonight given how mad I am now.
“If you know the extension of the department you want, please press that number now,” she continues. “For photos please press 1, for hardware please press 2.” She gives me about six automatic possibilities. I try hardware. The phone rings three times, and then the mechanized voice intercepts again.
“Hello, SEARS store is open today. And I would like to remind you that our white sale continues today. We have pillows on sale, and it will enhance your sweet dreams tonight,” she said.
“If you know the extension of the department you want, please press that number now,” she continues. “For photos please press 1, for hardware please press 2.”
I press 1. It rings three times. Then the mechanized voice intercepts again.
“Hello, SEARS store is open today. And I would like to remind you that our white sale continues today. We have pillows on sale, and it will enhance your sweet dreams tonight,” she said.
“If you know the extension of the department you want, please press that number now,” she continues. “For photos please press one, for hardware please press 2. For shoes please press 3.”
I try shoes. I mean, we are up to our ears in snow. Somebody must be buying boots today. “Hello, SEARS store is open today. And I would like to remind you that our white sale continues today. We have pillows on sale, and it will enhance your sweet dreams tonight,” she said.
“If you know the extension of the department you want, please press that number now,” she continues. “For photos please press 1, for hardware please press 2. For shoes please press 3.”
This continues through all six digits. Then I look in the telephone book and find a 1-800 number. I call it. The mechanized voice picks up again. “Hello, SEARS would like to remind you that our white sale continues today. We have pillows on sale, and it will enhance your sweet dreams tonight,” she said. “But all of our agents are busy, so please stay on the line, because we value your call.”
Finally a young girl in a call centre somewhere unknown to me picks up the phone. I explain to her that the SEARS catalogue has embedded itself into my snow blower. She wants to know if it is a SEARS snow blower.
As a matter of fact it is, but I explain the issue is not the snow blower, but the errant catalogue. She puts me on hold, and I wait five minutes until a supervisor comes on the line. I explain the situation to her. She wants to know if the snow blower is a SEARS model, and when I purchased it. I explain the details again. I make her listen to me twice. She says this is not usually her problem, and she needs to pass me onto someone else. She gives me a different 1-800 number. I call it. I have a sense she is also forwarding my details to the SEARS legal department.
I call the new number.
“Hello, SEARS would like to remind you that our white sale continues today. We have pillows on sale, and it will enhance your sweet dreams tonight,” she said. Your call is important to us, so please stay on the line until one of our agents is available to help you.”
It is my old pal, the mechanical, dis-embodied voice. I get to talk with a real person finally, a man who tells me he is in Montreal, and has never heard of this problem. Translation “I don’t see that here in the manual in front of me at this call centre. Sounds like a legal problem. I don’t want any part of this.” He tells me someone will call me soon about this.
I’ll keep you posted.
Nobody has called yet. But I won’t be surprised if I get a call from some mechanical-voiced, dis-embodied female, saying:
“Hello, SEARS store is open today. And I would like to remind you that our white sale continues today. We have pillows on sale, and it will enhance your sweet dreams tonight.”
“If you know the extension of the department you want, please press that number now,” she might continue. “For photos please press one, for hardware please press 2. For shoes please press 3.”





Review by Mike Gange