Sears agreed to replace the dishwasher but, because my dishwasher model would cost about $400 more, I was expected to pick up the difference. This was not acceptable. I'd entered into a contract with them that basically states, I'll pay for your dishwasher and an extended warranty and you'll make sure my dishwasher or something of equal value will continue to work until that time period is up. No where does it say just because my dishwasher is four-year-old does it diminish the value to me. It's just that simple.
Armed with my original manual and the feeling I had right on my side I went back to the store where the salesman, a very helpful employee of Sear; one of the few I might add, found a model comparable to mine and called the Service Contract division and informed them this was the only model I needed and it was $400 over what they offered. They reevaluated my claim and before I knew it we had a schedule for the delivery of my new unit.
So what did we learn here? It was way to difficult to get this far and I'm sure there are people who just give up and don't complain. Don't give up if you think you are right and have the proof. The first store and sales person told me I'd have to pay the difference because the dishwasher was old. Four years is old? I'd expect it to last as long as the extended warranty. I went to a different store and someone who knew what they were selling.
What made me stay with Sears after all the problems? The fact that they did fix it, and it has a decent warranty period and I like the dishwasher I had for four years. Now, we just have to wait for Thursday and the deliver of the new dishwasher and hopefully, no problems. I'm hopeful but my beloved is a bit more skeptical. Good or bad, I'm sure I'll post about it.
Showing posts with label dishwasher. Show all posts
Showing posts with label dishwasher. Show all posts
Wednesday, October 14, 2009
Thursday, October 01, 2009
Sears: The only lemon I don't want
My bout with the flu was thankfully short and though I never felt horrible, just crummy, I am feeling better today. Just in time for my semi-annual visit from the Sears repair man to fix my dishwasher, yet again and my ongoing battle to have them replace this lemon.
My dishwasher is not new as in, "this is the first month I've had it" but it's not old, as in, "sorry they haven't made parts for this since Nixon administration". The dishwasher came to us on the tidal wave of our 2005 Remodel, or as I like to call it, "It's gonna cost how much?"
When you are replacing all of the three majors in the kitchen it's easier to go to one store and purchase them and since Sears had the refrigerator I wanted they were the lucky recipient of my business. I also paid extra for the extended warranty for all three and glad I did because just a short year after we finished the GE refrigerator crapped out to the tune of 900 bucks. Not actually a tune more like a friggin' opera. This, you might ask; but sorry after you do, is the lemon I'm referring to? Oh no, I have a much larger problem with the dishwasher.
It started last year with a broken door hinge. Scenario: Call to Sears, they apologize for the inconvenience and send their best to fix it. Wait for the repair man; if lucky you get a four-hour window. He orders the part and reschedules an appointment to fix it. The part comes in the mail, the repair man fixes it and we are once again, in business. Until a month later when something else happens.
Return to Scenario, and do it three more times. It has cost Sears over 900 bucks in parts and labor. Not me because I got the extended warranty but someone had to pay it. Granted, they would charge me more than what it actually cost them, hey, someone has got to make some money here. It has cost me time and aggravation. It has given the repair guys a job, wait that isn't so bad but it has made me lose hope in Sears.
After arguing with "customer service" for near an hour they agreed to have the tech evaluate the dishwasher to see if it qualifies as a lemon and give me a new one. Jeeeze, I'm not sure I want another Sears product but what I finally told them is "… just saying your sorry about my inconvenience is NOT customer service; doing something is."
Ah, and the warranty? It doesn't expire until October 2010. Imagine how much more money I could rack up in another year.
Update after the lying MAMF repair moron was here:
The tech was supposed to evaluate the problem and call his main office. I gave him my case number and the name and phone number of the customer service person on the case. I stepped out of the room to answer the phone and when I returned he said, "They said to order the part and fix it." Can't get much plainer than that. I was not happy and when he left called the number myself and he had never called them. After 30 minutes of going over my problems, why ever do they give you a case number, the rep said he would forward this on to the committee to decided if I have a lemon and it should be replaced and, hey, gave me a new case number. Sure.
So while they decide I'm looking a very lovely looking dishwasher that doesn't work and causes me aggravation. Sears will sell you the extended warranty but just give you so much grief it makes you want to NOT SHOP AT SEARS EVER AGAIN!
My dishwasher is not new as in, "this is the first month I've had it" but it's not old, as in, "sorry they haven't made parts for this since Nixon administration". The dishwasher came to us on the tidal wave of our 2005 Remodel, or as I like to call it, "It's gonna cost how much?"
When you are replacing all of the three majors in the kitchen it's easier to go to one store and purchase them and since Sears had the refrigerator I wanted they were the lucky recipient of my business. I also paid extra for the extended warranty for all three and glad I did because just a short year after we finished the GE refrigerator crapped out to the tune of 900 bucks. Not actually a tune more like a friggin' opera. This, you might ask; but sorry after you do, is the lemon I'm referring to? Oh no, I have a much larger problem with the dishwasher.
It started last year with a broken door hinge. Scenario: Call to Sears, they apologize for the inconvenience and send their best to fix it. Wait for the repair man; if lucky you get a four-hour window. He orders the part and reschedules an appointment to fix it. The part comes in the mail, the repair man fixes it and we are once again, in business. Until a month later when something else happens.
Return to Scenario, and do it three more times. It has cost Sears over 900 bucks in parts and labor. Not me because I got the extended warranty but someone had to pay it. Granted, they would charge me more than what it actually cost them, hey, someone has got to make some money here. It has cost me time and aggravation. It has given the repair guys a job, wait that isn't so bad but it has made me lose hope in Sears.
After arguing with "customer service" for near an hour they agreed to have the tech evaluate the dishwasher to see if it qualifies as a lemon and give me a new one. Jeeeze, I'm not sure I want another Sears product but what I finally told them is "… just saying your sorry about my inconvenience is NOT customer service; doing something is."
Ah, and the warranty? It doesn't expire until October 2010. Imagine how much more money I could rack up in another year.
Update after the lying MAMF repair moron was here:
The tech was supposed to evaluate the problem and call his main office. I gave him my case number and the name and phone number of the customer service person on the case. I stepped out of the room to answer the phone and when I returned he said, "They said to order the part and fix it." Can't get much plainer than that. I was not happy and when he left called the number myself and he had never called them. After 30 minutes of going over my problems, why ever do they give you a case number, the rep said he would forward this on to the committee to decided if I have a lemon and it should be replaced and, hey, gave me a new case number. Sure.
So while they decide I'm looking a very lovely looking dishwasher that doesn't work and causes me aggravation. Sears will sell you the extended warranty but just give you so much grief it makes you want to NOT SHOP AT SEARS EVER AGAIN!
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