Washer Drama

Back in October I noticed a piece of the rubber gasket in the front of my washer had ripped off.  OCTOBER.  Today, I got my new washer.  In between I got to know Amish Pete's laundromat & my husband bought a $100 washer at a thrift shop (see first picture).  I had the extended warranty ~ so Sears replaced my washer (see second picture).  But I'm not sure it was worth the drama!  I had to write a letter to Sears...which was the only thing that got results.  

December 23, 2014

To Whom it May Concern:

I am a very dissatisfied customer and feel you need to be aware of my situation in hopes you would desire your customers to be taken care of in a timelier manner.

In October my washing machine had a piece of the rubber gasket tear off.  I purchased the extended warranty, so I called the people at Master Protection.  They scheduled a time a week or two away for a repair man to come and fix it.  He showed up on the scheduled day, and quickly saw my washer had bigger problems.  He ordered the necessary parts and scheduled a new date, November 25, 2014.  I was not very happy with the wait of a few weeks to get this fixed, but it was under warranty and wouldn’t cost me anything to get it fixed, so I didn’t complain.  He came on November 25, and one of the parts shipped to me was damaged.  He had to reorder that part and realized that another part was also needed.  The new repair date? December 23, 2014.  I felt this was an unacceptable amount of time to get my washer fixed, but there was nothing I could do about it.

Today is December 23.  The repairman was scheduled to arrive between 8 and noon.  At 2:00 I called.  There was NO RECORD of a repair being scheduled for today.  I was told I had a repair on December 3 and it was completed.

There are a number of things wrong with this.  I DID NOT have a repair scheduled for December 3.  And if I did, I was NEVER made aware of it so I could be home.  The repairs are CERTAINLY  NOT complete as I still have parts all over my house.  This is an unacceptable way to do business.

I now have a repair scheduled for January 9, 2015.  From OCTOBER TO JANUARY.  If this were your washer at your house, would that be acceptable?

I am very concerned that it will not get fixed.  First, I don’t think I’ve received all the necessary parts that need replaced.  And secondly, my extended warranty expires in January.  It makes me think this is an attempt to spread out my repair in order for my warranty to expire and therefore, make me financially responsible for it. 

I would like to know what you can do to make this situation better. 

I heard from Sears within three hours of sending this email.  I had a service repair scheduled for December 26.  I ordered my new machine December 29.  I got it delivered today.  It's SAD that I had to resort to a harsh email to get good service.  I also discovered that the December 3 "completion" showed I was given a new washer that day.  Someone in the Sears network got a new washer & it wasn't me.  

On this new on I did not buy the extended warranty.  I really feel that the time I spent waiting and being annoyed is worth the price of a new washer.  

So I've started my washer fund...

And I've started my wash...in my new machine!!