Don't Buy Kenmore & Don't Buy Sears Extended Warranties

UPDATED - At end of call #5. See below.

UPDATED - See below.

Sears Customer Service & Kenmore Elite Stainless Steel Dishwasher Saga - Part 2

I'm not exactly sure when we made the first request for service this time around - but I know that the service call took place like Dec. 18th - I'm pretty sure because we had our annual Christmas party the next day and I was really looking forward to washing all those dishes.

Regardless, it's pretty straight forward at the beginning ...

12/18/2009 - First service call in December. A great, nice seemingly knowledgeable tech comes out, spends lots of time and ultimately says that these dishwashers [double drawer kind] don't work well and are hard to work on. He can see that the water pumps (valves?) were replaced in August, so he doesn't think that's the problem. He advises us that he thinks it's the motor, but to avoid buying the part and scheduling service to put them in and that NOT be the issue, he requested that we make another appointment to have he and a senior tech look again. We agree, and schedule for December 28th - understandably, it's the holidays and schedules are tough.

12/28/09 - I'm not sure what four hour time period we scheduled, but I know that the original and senior tech showed up within the scheduled window. Long story short, they pulled out the dishwasher and determined we needed two new motors (one for each drawer) - which were ordered, and we scheduled repair call #3 for Wednesday, 1/6/10 between 8am and 12 noon. They requested to leave the dishwasher pulled out (unbolted) into the kitchen about three inches to save time when they come back to install the motors. I stupidly agree.

1/6/10 - We arrange to have my father-in-law stay at the house while my husband and I go to work. He's there from 8am to 1:30pm and no tech showed up. I was in a meeting away from my phone all day, but when I got home and determined that obviously the dishwasher was not fixed (and still sitting pulled out of the cabinet). I check my messages and have a vmail from the tech at 2:49 PM, 1 hour and 49 min.

I'm now pissed. Before, I was inconvenienced and mad - but now I'm pissed. I call 1-800-4MY-HOME ...

Call #1 - This girl wasn't nice at the outset, even before I was stern explaining my issue. I explained that on our third service call the tech didn't show up & that he didn't call until almost two hours after the scheduled FOUR HOUR WINDOW. I can't remember what she went to do, but she put me on hold and went away. I waited 6 minutes before giving up and calling back.

Call #2 - This girl was nice ... she said that she could schedule us for the following Tuesday, 1/12 for another four hour period. I explained that this was unacceptable - and that I was not going to wait that I wanted the tech out at 8 am, Thursday 1/7. I don't feel this is unreasonable given that we're three weeks into this saga and they failed to show up. I'm not sure why this call ended, I think we were disconnected ...but I'm not sure.

Call #3 - Stupidly, I thought I'd gotten to someone who could help me. This girl explained that only Houston dispatch could reschedule and that that they were closed (it's like 8pm at this point) but they would be open at 6:00 am CST and I could call back and see if we could get Houston dispatch to help us out.

1/7/10 -More calling, not much help.

Call #4 - 6:25 am - I got another girl who explained that Houston dispatch doesn't actually open until 8am CST. Awesome.

At some point, I'm not sure when - an entirely different office called to reschedule because they show that we didn't receive the motors. We did receive the motors, and I asked this woman's help scheduling for Thursday/Friday - she couldn't do that, and told me that I should call the 1-800# again. So, I did...

Call #5 - Finally, someone gets Houston dispatch/scheduling on the phone and they schedule us for today, 1/11 from 10am to 2pm. Another awesome four hour widow.

1/11/10 - I hate Sears. I will never buy from Sears again. I have made it my personal mission to ensure no one else I know or ever encounter buys from Sears again.

I had to work from home, which fortunatly I am able to do for the most part. I arrive at home at 9:30 am, at 1:40 ish I start calling again.

Call #1 - Long story short, they contact Houston and tell me that the we're next and the tech will be at our house at about 2:30pm.

Call #2; ~2:30pm - I call again, am told that Houston says the tech isn't aswering his phone but am told again we're the  next stop.

Call #3 - I'm not sure what time it was, but it had to be about 3 pm. I have a meeting at 4pm back at the office, which I desperately need to get to. I'm officially IRATE at this point. I'm now told that Houston says the tech will be at our house at 3:30 pm. I say that's not acceptable and ask for a refund - I am told that I will be transferred, but am hung up on.

Call #4 - Immediately after call #3 -I admit it, I lost it at this point. I demand a refund, I am transferred to someone in some department who tells me that they don't offer refunds on dishwashers purchased in 2007.  The best she can do is call Houston dispatch. I tell her that we've talked to them now three times, to no avail. She gets Houston on the phone with me to tell me that they will be at our house 45 minutes from then, it was 3:21pm. I (yell) explain that that isn't acceptable, I need to go to a meeting and they need to be at our house at 6pm, I'm told they won't do that. They ask me if I need to reschedule at which point I cried. I did - I said "Well, I guess I'm just f***ed, then?" And, agreed to have the non-existent tech come out at what should have been 4:05pm, that's six hours and five minutes into my day dedicated to Sears ineptitude.

Call #5 - Made by my husband, I don't know the outcome.

UPDATED POST BELOW:

It's 5:04pm, my husband is calling AGAIN and there is still not tech.

Call #6 - Started by my husband, we got someone else (not sure who), who said that the tech "was running three hours late" and would be at our house "sometime after 5 pm". Are you fucking kidding me? Really, I'm beyond giving a shit if someone is offended. This is THE MOST RIDICULOUS THING I'VE HEARD OF SINCE "On hold no one can hear you scream."

I asked what the hell was going on and took this person through the entire day's phone calls and you know what s/he said? "Oh, I see that at 3:30pm we told you that the tech was running late." I also explained that the Houston guy I'd talked to said that they coming out at 6pm wasn't possible - but, now he'll be there "sometime after 5 pm". When, they don't know.

I've was nice for several calls. I was stern for calls. I now yell, none of these strategies seem to work any better than any other. So, I'm taking it to the Interwebs. Let's see how much attention I can get. I'll be back in 15 minutes with an update.

It's 5:20 pm, still no Sears tech.

Call #7 - 6:00 pm - No tech. My husband just called again and supposedly the tech will call in 20 minutes. We'll see. Hour seven.

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• Kenmore Elite Stainless Steel Double Drawer Dishwasher
• Sears Customer Service

Comments

[Ali]

So, uh, ok. You KNOW I know how to cause a ruckus. If you need my services, I will be available tomorrow.

Also, reblogging this all over the damn place.

Heart.

[Jason]

yes, Ali certainly knows how to raise a ruckus. So how did this story end (or continue)?

[plumbing]

This tips are helpful. Of course, in buying materials for your home you have to choose the best quality.