On 27 Feb I purchased a refurbished Equator Washer/Dryer combo with a 6 month parts and labor warranty. It was delivered to my home on 5 Mar late afternoon. We hooked it up and proceeded to figure out this "newfangled" thing. I actually like the unit for many reasons but on Sunday, 11 Mar after the cycle finished I went through all the things the manufacturer says to do and when I pulled the handle to open the machine the handle snapped off in my hand.
On monday I phoned the warranty company and told them what occured. I spoke with John in customer service and he told me he would have to get the tech support department to help me get it open. So I could remove my clothes. My husband works offshore and was leaving for work that very afternoon and I told customer service this. Well a few hours later Jeremy from the tech dept phoned and here we were myself holding the phone and the flashlight and my husband with 2 flathed screwdrivers requested by Jeremy. As Jeremy gave me an instruction I repeated it to my husband verbatim. After all the instructions were given and there was no luck to open it, I was told that John CSR would have to set up a service call. Okay then.
I was told by John that I would get a call on Tues to set up the appointment. Tues came no call no show. I called again Weds now I get Chris. John is not available. Chris has me go through the whole thing again. Now my husband is at work and I have some guy (didn't get his name) accuse me of refusing to try to get this thing open. I told him I wanted a supervisor NOW! The supervisor is Eric and he is trying to placate me. Not going to happen now. I want the service call now. After much bantering back and forth it is agreed that the service call will take place Thursday morning at 9am.
Wonderful but... I told Eric that although the handle has broken off it is apparent that it is the locking mechanism that is the issue. He tells me that is not so. I told him that since his tech support who has done this 1000's of times could not get it open there was no other explanation for the problem. He wanted me to agree that if it were just the handle that I would pay for not just the handle which by the way magically is not included in parts but for the service call too. I don't care I have $150 worth of jeans in this thing that I want now. I then told him that if it was the handle exclusively I would pay for it but that I would have a tech check it also, as after all the runaround I really do not trust them any longer, and then they would be responsible for not only their service call but mine also and all parts and labor. Agreed.
Late Weds I was phoned again by Eric that the tech can't get there until Friday morning now. Friday morning comes 9am no tech. No call no show. I call them once again and was told that none of the people in the office are in and I should call back. This is a place that advertises being open from 8 am to 7 pm and it is 10 am. I cannot get anythign but a runaround and finally after another 8 calls am told they will let me know when the service call can take place. No it is going to happen in the next hour I tell them. I have waited long enough and been run all over creation and this is over!
Now they have a young man call me a service tech from my area. Cool. The man asks me whayt type of machine do I have. I tell him the Equator Washer/Dryer combo model # EZ3612CEE. He says a stack unit? No a washer dryer in one sole unit. He then tells me that he has never even heard of those much less know how to work on them or where to get parts. This is THEIR tech. NOW I HAVE HAD ENOUGH! I started calling service techs in my area. The problem is that they will not work as subcontractor for this company because many have had to sue for payment. I found a gentleman who is coming in a hour and I will pay for the call I assured him. I then guess other than warning folks about this ripoff have no choice but to sue them for repayment.
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