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sears home services Complaint - Washer Repair and Service Very Very Bad - LG WT1101CW (Top Load Washer)
sears home services Complaint

sears home services Complaint


Washer Repair and Service Very Very Bad - LG WT1101CW (Top Load Washer)

I purchased an LG WT1101CW from sears in March of 2013 with an extended warranty (till 2018). After getting an error message on the machine, I called the service line who tried to trouble shoot it over the phone to no avail. They then scheduled a service appoint for approximately a week and a half out (which was this morning). The technician came out, replaced a part, said it was working and left. The very first load of laundry I started after he left I received the same error message. I promptly called the service tech at the number he called from this morning and left a message, and then placed a call to the service line again. I initially spoke with Irene who tried to be helpful but was insistent that no one would have to schedule a different appt. After much conversation where I conveyed that I had already missed half of day of work and have been without a washer for a week and a half and asking to speak with a manager, she finally told me she would call the "routing department" because a manager was unavailable. I remained on hold for an extended period of time (total call time was 29 min) when she finally came back and said that routing could not send anyone out because they were too far away. I again requested to speak with a manager to which she said I can try to call back later. When I again said that wasn't acceptable, I was finally transferred to Marcus who said that the computer system was down and he couldn't communicate with the "routing department". I told him that I found that to be unbelievable since Irene had just contacted them and that I feel like I'm being strong armed with very poor service and shoddy work. He committed to having the routing department call me back today, but made it pretty clear that I'm stuck with a broken washer for the foreseeable future.

PS. My washer is on the second floor and sits in a shallow basin connected to a drain in the event of water overflow. The technician cracked it during the repair. I brought it to his attention, but he didn't offer any solutions to what is apparently now my problem as well.

Here is their e-mail response to the written complaint above:

Thank you for contacting Sears. Please accept our apology that your
washer is still not working properly. We would like to reschedule
service for you but your current service order is still "open". The
order will not be closed and the service up dated until tonight when the
service tech returns to the shop and the information on his computer is
transferred. Please contact Member Services on 04/02/15 at
1-800-479-6351 and we will be happy to assist you.

Needless to say this is not a highly reliable system or organization. So back to the Laundromat with a weeks worth of laundry for a family of 6. Much more of this an I will have paid more in laundry than in the service warranty!!! GRRRRRRRRRRRRRRRRRRRR!!! I Highly recommend you not use Sears for purchases or repairs!!!!

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