the accounts are just outsourced to a Clarabridge help desk that gives out canned responses to the non-stop complaining members who get horrible service for lack of product, service, and personnel to fool the world into thinking that Sears still has some kind of customer service. Customer satisfaction was synonymous with the Sears name. Without it, it may as well be a WT Grants, and even Eddie's minions, stupid as they are, have figured out it's now negative in value even if Eddie is too much of a dimbulb to figure it out for himself.
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