Sears Complaint - Delivery and Installation: Timing & Communication
Resolution Update on 08/30/2010:
Plumber/installer came the next day, quietly and efficiently replaced the old dishwasher with the new, and took the old one away.
LEOMINSTER, MASSACHUSETTS -- Working with courteous, helpful sales personnel last Friday and Sunday, I bought a Kenmore Dishwasher. A hefty amount of the total price involved installation, and we arranged for delivery (which I thought included installation) for Thursday. I was told they would call the day before with specific time of delivery, and that happened.
I received, in fact, two recorded messages from Sears this week--both, I would guess, from India since both began by verifying a curious version of my name reversed, sounding like an Indian surname. The first gave me instructions to prepare: simple--make sure passage is clear for deliverers, etc. Done. No problem. The second call gave me the hour for delivery. Accurate, In fact, the delivery was about half an hour early. And the deliveryman in charge (I assume) who spoke to me, was courteous and kind.
However--here is where this all goes wrong!
He asked if the water was off and disconnected. No. He asked, shocked, had I not called a plumber to do that? No. I thought the installers dealt with that. What about the electricity? he asked. Same answer. Had no one told me? he asked pityingly. They were only deliverymen. They were forbidden to touch plumbing or electricity. They, therefore, could not take out the old dishwasher from my small kitchen; they hauled in the new one and dumped it in my dining room.
Someone should have told you! he said. Get a plumber to install this; then call Sears and they will arrange for us to come back and pick up the old machine. Another charge? I asked. He agreed--a second trip naturally involves another charge.
I reread all the handouts I had received. No mention of calling plumbers before delivery; no promise either that deliverers will be plumbers. All strangely vague. So, unhappily, I called a plumber, leaving a message on his answering machine. He must be on vacation, probably fortunately.
Last night at about nine, I received a call from a man who gave me his first name and said he was my dishwasher installer, and could he come tomorrow (that's now today) sometime between one and four? I was confused. Was Sears sending him? Was he a plumber? Would he be actually installing the dishwasher? Yes.
I suppose I should have waited to write this review after he shows up this afternoon. But my point now is that Sears fails to explain anywhere that delivery and installation are two separate events. I knew I had paid a hefty fee that I believed included both, but I assumed they would take place on the Thursday I had set aside for this. Now it appears to involve three days set aside: a day for delivery, a day for installation, and a day for removal of the old dishwasher. It involves both kitchen and dining room, upsetting much more than I had expected.
Next time I buy an appliance, I will buy from a local independent company which prides itself on full, convenient customer service. They don't, of course, carry Kenmores, but --