There are too many rants about too many companies — everywhere you look online, really. So I won’t belabor the details. In mid-2014 we purchased a new dishwasher from Sears along with an extended warranty. In November 2015, it stopped working in an odd way. Thus began a saga of service appointments — trying to schedule them, staying home for them, the technician not having the right part, the technician taking the part and saying we need a different one, the technician not believing the problem was real.
After three rounds of this, we got stuck on a part that was backordered for over a month. I went and found the part on eBay and installed it myself — sadly, the problem still was not fixed. All the while I was courteous and friendly while navigating a bureaucracy to rival the movie Brazil.
After the final go-around of four or five transfers between individuals, supervisors, and departments, I was ready to declare defeat. That’s when Meghan got on the phone and let loose with laser-eyed rage. Surprisingly (or perhaps not?) this resulted in us getting a dishwasher replacement.
But not until January.
Today the dishwasher finally arrived. The installers took it off the truck, then attempted to extort $160 in additional installation fees. We are about to have our kitchen gutted and rebuilt — the last thing we need is temporary plumbing work. When I refused, they put the machine back on the truck. While installation was included in the replacement, if I wanted delivery instead, it would be an additional $70. Keep in mind they were already at my house, had already taken the dishwasher off the truck, and all I wanted them to do was leave it at the curb and drive away.
After an hour of phone tree hell with Sears I had no solution and they packed up to go. Just as they were driving away I got in contact with a helpful sales rep from the store itself, so I chased them down the street, banged on the truck, and handed the driver the phone. Two minutes later, I have my dishwasher. As well as the old one, which they won’t haul away.
Over the course of this two month ordeal I have spoken to over a dozen customer service representatives and supervisors, multiple service technicians, national technical support, local dispatch, and now two intransigent installers. The only people in the entire ordeal who have been helpful were the salesperson at the store who helped me get the replacement, and the salesperson who helped me get it delivered.
We were without a dishwasher for over two months despite having paid several hundred dollars for service coverage. We only received a replacement when my wife got on the phone and spewed vitriol for half an hour. In the end we are stuck with one broken dishwasher and one that still needs to be hooked up. Sears and their various departments, subcontractors, and divisions are, in short, customer-hostile.
This perhaps explains in part why Sears is being driven into a brick wall, and certainly has taught me a valuable lesson — never, ever buy an appliance from Sears.
Also…anyone want a broken dishwasher?