Service Experience with Sears

[Alan H]

I'm going to write nothing in this post but facts...no opinions, nothing. This is just plain facts, including a Sears Call ticket #. If anybody wants the other call center techs # I will happily look it up for them. Ditto for our purchase receipt #. Those who read the post can take it as they will.

Joan and I bought a Kenmore HE2t front-loading washer from the Sears store in Palo Alto, California on December 28th, 2008. As you may know, front-loading washers are well-known for saving water and energy. When our old washer gave up the ghost, we decided to upgrade to a greener alternative and chose this model based on favorable energy star and water consumption ratings. Front loading washers spin very, very fast during the spin cycle, which is one reason the clothes come out drier, and don't take as long to dry as with a normal top-loading machine.

The machine was installed by Sears technicians. It does not have excessive vibration. The washing machine is covered by a one-year parts and labor warranty. You can opt to purchase an extended warranty if you wish, which we did at the end of May 2009.. To request service you call Sears scheduling line at 1-800-4 MY-HOME

Around the end of April, I noticed that the washing machine, which had been nearly silent in its operation, was getting louder during the spin cycle. In mid May I called Sears to schedule a repair visit, covered under the warranty. This has been the track record of Sears responses to my requested service calls.

1. First Call... I called the 800 number and requested a service call. I was scheduled for the following day from 8 AM - 12 noon. At 10:30 I got an automated call, not an actual person, telling me that the technician was running behind and to please call the 800 number to reschedule.

2. The next day I called the 1-800-4 MY-HOME number to reschedule. I was scheduled for the next day, 8 AM - 12 noon. After missing the first visit, you'd think that they might be kind of "on "it, right? No. I left and went to work at 11:45...no call from Sears, no visit. I checked our telephone messages when I got home that evening, nobody from Sears ever called that day, at all.

3. I was so angry that while at work I called the 1-800-4 MY-HOME number and gave the person on the end of the line a piece of my ind. They then escalated me to people at this number. 1(800)479-6351. Once connected there, I talked to "GARY", his service number is 64860. Gary opened a case # for me, which is 2640951. After giving Gary some serious heat, Gary was kind enough to actually call the field tech on the telephone and re-schedule me for that night...his last call of the day. Even though I'd now been to work late two days on account of Sears issues, I agreed to go home early to meet the technician.

Joan was home from 4:00 - 6:30. I got home at 6:10. No Sears technician called, no Sears technician came by. Stood up for the THIRD TIME.

4. I now called Sears AGAIN at 1-800-4 MY-HOME and as you might expect I wasn't very nice. The guy on the phone refused to escalate me to anybody who might help me, and instead, insisted that all he could do was schedule me for another 4-hour window. NOT acceptable. I then called the (800)479-6351 number and got a different person from Gary, her name was Latisha. Latisha assured me that I would be the first person on the next morning call list....I would be the first person they would visit.

The KILLER? The person at 1-800-4 MY-HOME told me that the Sears field tech had reported that he'd come by, and called and that nobody was home!!!! The Tech LIED about our being there. Not only was somebody home from 4:00 PM onwards, but we have a recording machine on our telephone, and no message was left.

The next morning...8:00...9:00...10:00 no Sears guy, no call. I finally got ready to leave for work at 11:15. The phone rang, and the guy said he'd be over in 15 minutes. I asked him if he had anything on his schedule that said that I was to be the first call of the day. No, he had nothing. I asked him if he had anything on his schedule that warned him that he was going to be dealing with a customer who was boiling mad at Sears. No, he had nothing like that. I told him I didn't want his visit, to go see his next customer, I'd had enough of waiting around for Sears and I had to go to work.

5. After learning from an independent appliance repair tech that service done on the machine by a non-Sears tech would invalidate the warranty on the electronics, last night I called ONE more time for a Sears service call. I called 1-800-4 MY-HOME. I was quite cold, but not rude. We were scheduled for 8:00 - 12:00 again. AGAIN I asked to be the first call of the morning, and was told that my request would be put on the schedule. I finally left for work at 11:15 today. Joan was home. 12:00 has come and gone...no call from Sears, no appliance technician at the doorstep..


Five Service Call requests from Sears.......and I've been stood up FIVE times

[12stones]

Alan, that sucks. If I were you, I'd find a way to get a hold of Sears' president's email and relate this to him. I did that with Comcast after I was stood up three times and you wouldn't believe the number of people jumping to take care of my cable problem. Heck, they even tried to fix my ex-wife's cable because my name had been on the account at one point.

Or try this: http://consumerist.com/consumer/phon...ice-258858.php

Lewis resigned, but I think Crowley's still there.

[Alan H]

Update: Just talked to Joan...todays Sears guy showed up about 12:30.

And of course he says "It's the bearing".

DUH.

and of course he doesn' t have one in the van.

DUH

Which means he has to order it and come back.

DUH

and what does THAT mean?

[Panache]

After two service calls from a Sears technician (one for our dryer and one for our washer) we determined never again would we buy a Sears appliance.

Cheers

Jamie

[Monkey@Arms]

Unfortunately this is apparently now par for the course with Sears. A co-worker recently bought at $900 fridge that didn't work. He reported going through service call hell, and in the end was offered $90 if he would just accept it "as is." He really exploded at that one, since the d@mn thing wasn't working and told them to take it back. He bought the replacement from a local appliance store instead. That convinced me to do the same for our new washer/dryer.

Best regards,

Jake

[Squeaky McMurdo]

Well, what good is a warranty from Sears guaranteeing repairs if the repair guy doesn't do his job? I'de just find someone else to fix it and not worry about the warranty. I figure those are just a way for sales people to make more money.

[starbkjrus]

Interesting. I wonder if it's a regional thing. Our experience with Sears has been such that we now buy ALL appliances and electronics from them. Best Buy here has one of the poorest reputations for service calls




Best of luck Alan.

[Alan H]

Well, what good is a warranty from Sears guaranteeing repairs if the repair guy doesn't do his job? I'de just find someone else to fix it and not worry about the warranty. I figure those are just a way for sales people to make more money.

My thoughts, *Exactly* after the fourth time we got stood up. So what if the warranty gets invalidated? The warranty is useless...might as well get the machine fixed right now by someone else, anyway...

However, get this.

According to yesterdays Sears guy, they don't just replace the bearing when they do this, they replace the whole drum assembly. Why? Because the labor to separate the bearing and the drum costs more than buying a new drum. All-up, the estimate for doing this job, including parts, is almost $1,000.

The Washer Cost $800!!!!!!!

Apparently Joan asked the guy why Sears just doesn't give us a new washer. He mumbled something about warranties.

Since it's still in a warranty, it is costing us nothing but masses of aggravation, so I"ve canceled the "Extended Protection Agreement" (we'll see if they ever refund our $250), I doubt it... and if the thing breaks after the manufacturers warranty ends, then tough beans, we buy a new one from someone else.

[pdcorlis]

Sorry to hear about this colossal misadventure Alan. I won't bother detailing my Sears story - but I've got one too. By the way, the only extended warranty I ever buy is on laptops.

Here's hoping for a brighter - and cleaner - tomorrow!

[sathor]

I hear that it is a "SECRET that you are not supposed to know, that if you have a real qualified tech (ie, a professional) work on the machine, they can't invalidate your warranty. They may tell you otherwise, but in fact, they can't. Also, using 'unauthorized' accessories will not void it out. If the accessory messes it up, the maker of the accessory has to deal with it.

(Might want to check that by a lawyer or something, I just remember it in a discussion about PC upgrades and such.)