I am EXTREMELY upset at the endless service calls that are not repairing my dryer. I called Sears on November 9 to schedule a repair on my dryer which was displaying an F-41 code. I was very clear what the code was and how it was non functioning and purchased a service agreement on the dryer. It took over a week for the technician to arrive on Nov. 18. He diagnosed the problem as a bad motor (apparently incorrectly) and told me that the motor had to be ordered. The parts arrived on Monday Nov. 23rd and the technician was scheduled to arrive between 8 am and 12 noon on Wednesday, Nov 25. Around 11:30, the technician called me to tell me he was running a"little" late and was it still ok to come. Since my dryer had been broken for over two weeks, I agreed. He showed up at 2:30 pm and then informed us that the motor housing was cracked so it couldn't be used and he would put in an "emergency" replacement part order. That part took until Tuesday, December 1 to arrive. I was told a technician would be out between 8 and noon on December 2. Because getting a working dryer is a priority, I canceled two important meetings including a 9 am doctor's appointment about a cyst in my brain, so I could be home for the repairman. At 12:30 (when I could have been to the doctor's and easily back), I called to find out where the technician was. The CSR texted him asking him to call me with his ETA. An hour later, I still hadn't heard from him and called again. During that call, he called me to tell me he was done his prior appointment and was on his way and would see me when he "got there". Quite honestly, given the history and the length of time this repair is taking, I should have been a priority repair and the first on his route, rather than the last. (Run the route backwards if necessary). I had been speaking to a supervisor at the time he called (who did apologize) and suggested I talk to someone in customer care. The woman I was transferred to had quite an attitude and told me that she could file a complaint about him being late, but that the routing is for the driver convenience — essentially telling me that as a paying customer MY convenience was completely irrelevant. And although the part was ordered as an "emergency" the repair was not an emergency since it was "just" a dryer and there were no emergencies with dryers. She then went to try and find out exactly where my technician was since it had been over half an hour since he'd called me and he still wasn't here. I sat on hold for 10 minutes before she disconnected the call. I tried to call back and was put on hold for more than 5 minutes before I hung up in sheer exasperation. The technician FINALLY showed up at 2:45 pm only to spend 2 hours working on the machine to tell me he couldn't fix it. He was wrong on the first visit — it wasn't the motor at all, but it was the motor BOARD that is the problem (he discovered when he tested it with his volt meter), so another part was needed and he put in the order for it, but had no idea how long it would take to get here — and that this is the problem with buying electronic appliances. Seriously? I can not tell you how aggravated and angry I am about this entire situation and the customer care and service I am receiving. I have 7 month old twins and a 3 year old so a significant amount of laundry. Our nearest laundromat is over 30 miles away and is super expensive (around $5 per load to dry). I am a busy mom and have already had to spend three full days waiting for a service repair man and have been without a working dryer for 3 1/2 weeks. This is a completely unacceptable situation to our family. We spent good, hard earned money purchasing a dryer that we expect to work. We spent good, hard earned money purchasing a service agreement. There is a significant amount of waste of resources (failing to diagnose the problem correctly in the first place — especially when now I learn that the F-41 code MEANS the board is bad and that was communicated to the repair center from my very first contact) as well as my time. I am an extremely dissatisfied customer who STILL does not have a working dryer.
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