Sears Informative - Repeated Service visits - no fix, no replacement!!
SPRINGFELD, VIRGINIA -- Because of Sear’s reputation and credibility with home appliances and services, we purchased a Kenmore dishwasher and a service agreement in 2003 and within the first year had problems. It is now only three years’ later, and we have had Sear’s service visits well over a dozen times. Various technicians have visited, diagnosed problems, ordered parts, replaced parts, and still our dishwasher hasn’t functioned properly since November 2005. It cost us over $600 and I have been hand-washing dishes for my family of four since Fall of 2005.
After a variety of fixes including, ripping up our wood floors for a full motor replacement, At least two of their "service technicians" stated to us that the dishwasher is un-fixable.
I contacted the lemon-law line and was told in February 2006 to order one more service call on the machine and then it would qualify for replacement if still not fixed. After a no-show and cancellation, we finally saw a technician in March, who stated our service agreement was expiring that week. He replaced yet another part, and still we had dishes that look like they have been splattered with mud not to mention a water leak dripping from the replaced in-correctly motor. I once again called to inform Sears of the inoperability of my dishwasher.
This latest service warranty lapse “excuse” became customer service mantra for the next several calls I had to make to service and lemon law lines. No way was I going to renew a service agreement on an un-fixable dishwasher, and go through the 4 complete service visit process all over again!
After holding for up to 30 -45 minutes at times, I received the run-around – literally. Transferred to at least 6 different 800 numbers and toll calls or hung up on, I have finally reached my limit, and feel betrayed. I paid good money for a service agreement for over three years, and then when I need Sears to honor their service agreement (if we can't fix it we will replace it...) and replace the dishwasher, no one will.
In a nutshell, my disputes are numbered, and examples of poor service are outlined below:
1. I have had to call Sears at every avenue during this process. NO ONE has been proactive at calling me and handing this problem. I have had to make more than 20 calls – both toll free and long distance cost-incurred.
2. I have ripped up my new wood floors at personal expense, to accommodate supposed technicians’ need to access a part, and then had a different technician install the part from the side – not needing to go through the floor at all.
3.Complete passing-the-buck mentality. Transfers to Lemon Law, to Technicians, to Customer Service, to Corporate and back again. No one is empowered to make a decision on my behalf, and no-one seems to know any details of my case, even though the paper trail is probably a mile long at this point. Why do I need to keep re-telling the details of case, shouldn’t these be documented once, and followed through by as service manager? How hard is it to keep count of service calls?
4. No-shows and cancellations of appointments, elapsing time from November 2005 (and before) to April 2006, with no resolutions in sight. Did I mention I have a full time job....? I have missed 6 or more days of work for ths by now!
5. Re-occurring waste of time when new technicians come out and to re-diagnose a problem. Consistency in technicians would have saved valuable time and effort.
What’s an even greater concern to me is the complete disinterest and lack of concern by Sears' customer service people. No one is even slightly alarmed by my prolific history of service calls and product problems. I am not one of these complainer-types. I have never had to so aggressively pursue what should be a simple matter of customer service and product replacement.
Customer Service is the only reason I went with Sears. Product, price and availability can easily be met their competitors. Shop elsewhere, and don't pay for the expensive service agreement -- they won't honor it.