6 months ago I purchased a Kenmore Super Capacity top of the line (at least what I thought at the time to be top of the line) clothes dryer with a 5 year extended warranty! Took it home hooked it up. Ran a load of clothes. Next day put in another load and you guessed it the dryer would not work.
I call their 1 800 number and schedule a service call. The very 1st opening is a 3-week wait. What else can I do so I take it. So three weeks later after many trips to the local Laundromat I take a half-day off of work. I sit at home waiting and waiting for the maintenance person to arrive. The only time they would tell me was between 12:00 Noon - 5:00 PM. At 4:30 PM an still no one has showed up I call there 1 800 number and get a computerized recording stating that there is an appointment scheduled.
Ok so the Technician is running late. At 5:10 PM I get a call (computerized) stating that the Technician was unable to complete all his scheduled calls and that I will have to call an reschedule! So after I cool off somewhat I call SEARS' 1 800 # to reschedule they are more than happy to help me out and make another appointment —in another 2.5 weeks.
The reason is because they do not have a listing in their computer that I ever did call. So I was put to the bottom of the list. I got name supervisors and their supervisors name. Took all that and went to the store and did a face-to-face yes made a small scene out on the sales floor (I waited till there had a few prospective buyers). But all they could do was give me a gift certificate (like I wanted to buy anything from there again).
So finally the scheduled day comes with another day off work. I call at 8:00 and get by their automated system and talk to a real person. I am told that yes someone will be there in the morning. I ask for the Technicians name, contact number so that I can get it from him that he is really going to show up. He finally shows up at 11:35 AM pulls off the cover and reconnects one wire that came loose (something I could have done had I not been worried about voiding the warranty). Seems problem is fixed!
Spring forward 5 months to last week Sunday, dryer does the same thing so I call SEARS again pen in hand to get names, surprise I get an appointment for Tuesday (only a two day wait) but still another day off work. I call get automated system and yes there is an appointment scheduled for Tues. At 11:30 call because the Technician hasn't showed up. I am told that the ticket was closed because the Technician could not get in touch with me.
After a few choice words they contact the Technician who says he will be to my residence in: 30 When he arrives he asks what is wrong tell him he says he already knows. But he checks to make sure. A circuit board needs to be ordered and replaced. Because of a Sears policy he cannot carry them on his truck. He also states that his computer terminal is down that he will need to do a paper order, but still should have the part be last Sat. Because of the holiday weekend did not worry until today Tuesday. So once again called their computer showed that the service call was cancelled. I was told that no Technician ever showed. Luckily I got his name and telephone number and was able to give it to them. The part was ordered, but is being back-ordered. It may be here this week.
So I asked what I had to do to get reimbursed for Laundry expenses and inconvenience. According to the extended warranties that the salespeople push onto the customers you can be reimbursed for expenses it causes. They say they will reimburse for a rental of a like dryer but not if I go to the Laundromat. I not it's allot cheaper for the Laundromat than a rental of a dryer. Does Sears really think have room for a second dryer?
Lessons learned: 1) save money on extended warranties theyre not worth the headaches. 2) Learned to check more closely to their track record though friends Internet and consumer reports.
Bruce
White Hall, Arkansas
U.S.A.
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