Sears Informative - Sears Broke My Dishwasher
MISSISSAUGA, ONTARIO, CANADA -- I had a service/maintenance contract with Sears for my dishwasher that provided for an annual inspection at no charge.
So, I had Sears come out to do the inspection. At that time, my dishwasher was working to my full satisfaction. The service person took my dishwasher apart, found that the pump was clogging, and ordered a new pump. He then put the dishwasher back together again so it could be used in the meantime.
After he left, and we started using the dishwasher, we noticed that there was some water on the floor after the washing had completed. We didn't pay much attention to it the first couple of times, thinking that it might just have been some water that dripped from the dishes when our daughter emptied the dishwasher.
When the problem kept happening, however, we concluded that the water was leaking from the dishwasher itself. By that point, we had also noticed that our wooden floor in the kitchen had been damaged by the leaked water. We called Sears to report the problem. They said the service person would take care of it when he returned to replace the pump.
A few weeks after the original visit, the service person returned with the pump to be replaced, and some other miscellaneous parts.
Then, another problem came up: he was unable to open the dishwasher door (which had worked fine before). He then said the only way to open it was to force the door open, and that there was a risk of the control panel (which is in the door) being damaged. So, he ordered 'backup' parts for the control panel, and said he would return when all parts arrived.
Several week later, we were informed by Sears that 'parts' were no longer available for our dishwasher, and there was nothing further they could do. I pointed out that I had started with a working dishwasher that was no longer functioning because of Sears service, and suggested that they provide me with at least partial compensation to replace the dishwasher. However, because I was unable to provide them with a copy of the original receipt for the dishwasher, they refused to do anything further.
As of the date of this writing (about 6-8 weeks from the time of my original call to Sears), and numerous phone calls to Sears, I have heard nothing further from them, and am exploring other steps to get the problem resolved (possible direct contact with Sears management, possible suit in small claims court, etc.).
In all my dealings with service organizations, I have never yet experienced such a lack of service and responsiveness. Calling the Sears 800 number and asking to be put through to a supervisor or to Customer Service directly has almost always resulted in a "sorry, we can't do that" response. It was only through many many phone calls and requests that I was able to get through to a supervisor. However, as you can see from my story above, even that yielded no results.
I am at a loss to understand how Sears can wash their hands of any responsibility, after my having paid for a maintenance agreement, and after their taking my dishwasher from a working condition to a non-working condition.
Although I've made most of my major appliance purchases from Sears in the past, and spent many thousands with them, that certainly will not be the case going forward.