2.5 years ago we purchased a new Maytag washing machine, which has worked beautifully. That is until late August when it began leaking. Since the initial warranty had expired, I called Sears to schedule a repair call. They suggested I purchase a 1-year warranty package, at $250, to save on repair costs. It sounded like a good idea at the time.
Now, going on the 5th month of botched repair attempts, tech visits discovering that not all the parts required were ordered leading to yet another delay, inept customer service and no escalation management.
The History
The first technician came out to assess the problem in late August. He ordered parts, which comprised a near replacement of the entire insides of the machine, including hardware and electronics.
The next tech visit (6 weeks later) required 2 people to effect the repair. We had to reschedule because they couldn't find 2 techs who could make the call together. Finally, a week later (now 7 weeks) the techs came out to start the repair. After working on it for 4 hours, I checked in with them to notice one was using a hammer and whacking on a part to make it fit. Wow, well, don't judge - they know what they're doing.
My wife noticed the machine, post-repair, was making a knocking noise which increased over the next few days and a small leak was detected on the floor underneath the washer.
We stopped doing any washing, accumlated prior to the 1st repair and contacted SEars again. They scheduled another tech visit 2 weeks out (now 9 weeks). The 2nd tech indicated that the first repair attempt was botched and created another alignment problem. So, he ordered more parts.
3 weeks later (now 12 weeks) the 3rd tech arrived and annouced to us that all the parts required to effect the repair were not ordered by the preivious tech. Oh, you mean another delay?
Another 3 weeks later, we receive the additional parts and the tech visit (now 15 weeks). AFter 2 hours at it, the tech announces that the problem (the leak) is still not repaired and he'd have to order some "replacement" parts. OK, now the replacement parts are on back order so it takes almost 5 weeks to receive them (now, nearly 20 weeks).
The 4th tech arrives (yes, we got the back order parts). This guy is a senior tech. He works on the machine for 5 hours and comes over to me - grim expression on his face - to indicate that he wasn't able to complete the repair. Same fire drill, order more parts - wait, wait some more - schedule tech for yet another visit.
So, now the dam has burst, the camel's back has broken, etc, etc.
Yet more parts are ordered and were supposedly delilvered on Christmas Eve via UPS (today is 12/27 - over months after the initial tech visit date) and we were here all Christmas Eve - no parts delivered. Hey, UPS just pulled up to the house and guess what, its the delivery that was already made 2 days ago - hmmmmm.
So at this point I am requesting (politely understated) a new replacement machine. Who do I talk with??? What phone # do I call to talk with them??? No clear information avaialble anywhere.
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