Sears Informative - Protection Plan-NOT...GOOD
Here is a series of events that happened concerning a service call to SEARS/A&E Factory Service
We purchased a GE washer and dryer in 10/09 from Sears. We bought the protection agreement for 3 yrs with our Sears credit card. December of 2010 we had a problem with the front loading washer leaking. We didn't have our receipt concerning the protection plan so we went to Sears and inquired about the coverage. We were given a phone number to call and service was scheduled for December 27. At the time we noticed a defect in the boot (seal) and informed call support at that time. On December 26, we had to call and cancel due to inclement weather which included 15 inches of snow in Va Beach. We were rescheduled for 1/3/11 from 1-5p. On 1/3 at approx 11a, we received a call that the technician would not be able to service the washer that day, and we had to reschedule(my wife had already taken off work). We were rescheduled for 1/10/11, but we thought we should get some preference. After much debate they relented and said they could come on Sat 1/8/11 from 1-5p. Keep in mind we have not had a washer in 3 weeks. On Sat., the technician arrives at 4:45p and we explain the issue. He confirms and says that we need a new boot, but he does not have one on his truck. He had to order the boot, which he did from his handheld device. I will say that he was nice and helpful, however, we still could not wash clothes. Next appt was scheduled for 1/17/11 from 1-5p. The boot arrived at our house on 1/12/11. On 1/17/11 A&E called and cancelled again. The call support representative said that the technician was taken off the route. We can schedule you for another time. We confirmed Wed 1/19/11. We were not very happy at all and we decided to go directly to SEARS. Kelly greeted us. We discussed our issue. She was nice and directed us to a phone in the store where she dialed the number and told the representative that we needed help. I talked to Zack and told him about our issues and he wanted to schedule us sooner. I said sooner this Wed. He replied, we have you down for next Wed. They didn't even get the date right. At this point I said I don't TRUST this store/company and I wanted a refund for my warranty. He forwarded me to Deborah in the warranty dept. and she eventually understood that I just wanted my money back and credited my SEARS card. I will be canceling my SEARS card and never buying anything from there. I will also not buy another product that uses A&E as their warranty service providers. Trust me, I am serious about it. I WILL NOT BUY!!!! Currently we still have no washer to use, but we will now have to pay out of pocket to GE which is scheduled for this Wed.