WTF Sears?

[rgwalt]

Just had Best Buy deliver a new GE washer & drier at my new house today. 9-11 delivery time, they were there at 10am and gone by 10:20. No hassle, no problems. Excellent service and the price was better than Sears. Plus I got 18 months no interest on my Best Buy card. Delivery was $30, but that is better than paying Sears $75 up front and waiting on a stupid MIR.

 

[BoomerD]

Originally posted by: DrPizza
[I'm actually surprised to see that you're someone who would need a service call. I would have thought you were mechanically inclined. You can handle big equipment, but can't handle a repair that most 12 year olds can be taught to do? Driers are exceptionally simple to repair, and the most common washer repairs are also simple.

I am mechanically inclined...inclined NOT to do repairs or pay for parts that are covered under warranty...😛
The repairs were on the Calypso washer...the biggest POS Whirlpool ever made.

In 4 years, we had 2 circuit boards replaced, a tub seal replaced, and when it died this past X-mas, I junked it and bought a different set. (We were using a dryer that we bought in 1989...still worked well, just getting worn out. (needed a new rear drum seal)

 

[thecrecarc]

Originally posted by: NSFW

Originally posted by: DrPizza

Originally posted by: JLee

Originally posted by: Zim Hosein

Originally posted by: mozirry
blegh, this is why I have a truck 😉

FYI, brentwood is a bitch to shop around in

From reading the OP's "cliffs," how does owning a truck help w/ appliance installation mozirry? 😕

Dump said appliances in Sears' parking lot at midnight FTW?

:Q

That would be retarded to do, although it might make you feel better. Wouldn't it be a hell of a lot smarter to "dump" it at a scrap yard - the place that pays you for the broken appliance?

Also, all you'd need is a deep socket (9/16"?), crescent wrench, slip lock pliers, and a phillips head screw driver & you could put either into the trunk of a car with about 10 minutes of simple work (assuming the trunk is deep enough for the drum/tub. Otherwise, put the drum in the back seat. They're rather light.)

Actually, dumping them in Sears' parking lot is an option. That would be considered returning their merchandise and the OP would be owed a full refund.

Its a little known law (at least here in MI) that if the customer leaves the product at the store within their return period, it is considered returned. We had people drop off side by side fridges blocking the front door, people chuck washing machines out of trucks as they drove by...it was amazing to see how big of balls people have.

Really? Do you have and proof of that law? It'll be interesting to see if MN has it...

 

[JC]

Originally posted by: BoomerD

The repairs were on the Calypso washer...the biggest POS Whirlpool ever made.

In 4 years, we had 2 circuit boards replaced, a tub seal replaced, and when it died this past X-mas, I junked it and bought a different set. (We were using a dryer that we bought in 1989...still worked well, just getting worn out. (needed a new rear drum seal)

We called those the "Collapso" :laugh:

 

[BoomerD]

Originally posted by: JC

Originally posted by: BoomerD

The repairs were on the Calypso washer...the biggest POS Whirlpool ever made.

In 4 years, we had 2 circuit boards replaced, a tub seal replaced, and when it died this past X-mas, I junked it and bought a different set. (We were using a dryer that we bought in 1989...still worked well, just getting worn out. (needed a new rear drum seal)

We called those the "Collapso" :laugh:

That's definitely nicer than what I called that fucking piece of shit.

It actually did a decent job washing clothes...if it didn't eat them in the process...

When it did that, it was time for another rubber seal. I think I called it a tub seal...it was for the plate in the bottom that moved the clothes.

 

[CrimsonWolf]

Originally posted by: JC
What sort of machines did you get, Frigidaires? They stopped including their stacking kits a while back.

Stories like this are good for the local appliance store that I work for, because we deliver the service that places like the 'S' store doesn't!

I don't mean to say 'you got what you deserved' or anything like that, but Sears does send us a lot of customers 🙂

Ding ding ding. Next time, ask around and find a good local store. I had to buy a new washer a few months ago, and got it from a big local shop. First off, the washer was cheaper and the delivery/haul-away was $40, as opposed to "free" delivery where I would have paid $75 and prayed the MIR came in.

Second, delivery was great. Got a call at 7:30am giving me a 2-hour delivery window and they were right on time. They hooked it up, and all was well until they tested it and we figured out that the washer would fill, but not wash or spin. Oops. The delivery guy called around for 5 minutes and determined that a tech needed to come out. No more than an hour later a tech came out, looked at the washer, and figures out that the lid switch just popped out in shipping. He pops it back in and all is well. The service was excellent all the way through. None of this "oops, give us a call and we'll get back to you in five fucking days" bullshit.

OP, good luck. A manager at Sears will hopefully sort it all out. If not, get Sears corporate and your CC company involved...

 

[Elbryn]

we will never buy a sears appliance again. our latest washer/dryer set are kenmore, purchased roughly 2-3 years ago. Since that point in time the washer has needed the control board replaced (luckily within the 1st year warranty) dealing with service was a pain in the ass, took more than a few calls to get things going. Just a few months ago the motor on the dryer died and would no longer turn the drum if more than a tshirt and a few socks were put in the dryer. Luckily dryers are fairly simple beasts and i was able to buy my own replacement motor. i could see faulty electronics in the first year, if it's gonna break it's likely to break inside that year. but 2 out 2 appliances within 2 years? that tells me something.

 

[CycloWizard]

Update: Went to the store yesterday and was there for about 1.5 hours. The store manager called the warehouse and they gave him the runaround too. They put him on hold four different times and eventually told him they couldn't help him. However, he somehow got the warehouse manager's name and number from the guy and gave it to our salesman for him to deal with. The manager was so frustrated he left and took the rest of the day off. Last I heard, I got a call from the salesman three hours later to let me know he was still on the phone trying to work it out to get it delivered today. Haven't heard anything else.

 

[Bignate603]

Originally posted by: CycloWizard
Update: Went to the store yesterday and was there for about 1.5 hours. The store manager called the warehouse and they gave him the runaround too. They put him on hold four different times and eventually told him they couldn't help him. However, he somehow got the warehouse manager's name and number from the guy and gave it to our salesman for him to deal with. The manager was so frustrated he left and took the rest of the day off. Last I heard, I got a call from the salesman three hours later to let me know he was still on the phone trying to work it out to get it delivered today. Haven't heard anything else.

So their own company can't even figure out how to get things done? That's a mess.

 

[JC]

The store manager called the warehouse.........and eventually told him they couldn't help him.

Wow....when my store manager calls me, I don't have any such luxury! 😕

 

[CycloWizard]

Originally posted by: Bignate603
So their own company can't even figure out how to get things done? That's a mess.

Yeah, the salesman went on a rant about how he'd like to get the call center people in a room alone with one of his old hockey sticks. Apparently it's a very pervasive problem. I forgot to mention that he gave me a $50 gift card, which was very ironic because Sears gift cards say, "Next Day Guarantee!" really big on them.

 

[CycloWizard]

Originally posted by: JC

The store manager called the warehouse.........and eventually told him they couldn't help him.

Wow....when my store manager calls me, I don't have any such luxury! 😕

I think the warehouse operation must be contracted out - that's the only thing I can figure at this point.

 

[MrMatt]

WOW. Anyone that thinks venting doesn't matter: After reading this I will NEVER buy an appliance from Sears. Ever. I would be homicidal by about halfway through your ordeal OP.

 

[CycloWizard]

Update #2: Called the local store around 1 p.m. The manager that we dealt with yesterday answered. He said the note left by the salesman indicated that the stacking kit had to be purchased by the store and will be shipped to us via UPS tomorrow, then we have to call the warehouse to set up the install. Disputing the charge on the credit card is becoming a much better option at this point.

edit: I'm debating sending Sears customer service an e-mail with a link to this thread. Or is that a bad idea? 😛

 

[rudeguy]

Originally posted by: CycloWizard
Update #2: Called the local store around 1 p.m. The manager that we dealt with yesterday answered. He said the note left by the salesman indicated that the stacking kit had to be purchased by the store and will be shipped to us via UPS tomorrow, then we have to call the warehouse to set up the install. Disputing the charge on the credit card is becoming a much better option at this point.

🙁

Did you ask the salesman or the manager about third party installers? I know for a fact that Sears uses them.

 

[jlee]

Originally posted by: MrMatt
WOW. Anyone that thinks venting doesn't matter: After reading this I will NEVER buy an appliance from Sears. Ever. I would be homicidal by about halfway through your ordeal OP.

YMMV...a friend of mine got his high efficiency W/D set at half price last Black Friday. They're in and working fine. 🙂

 

[CycloWizard]

Update: Still no action. I have decided to escalate the situation and get corporate involved. I am debating including a link to this thread in my e-mail - let me know what you guys think. I'm guessing the part about declining the charges probably shouldn't be in there as I'm not sure about the legalities, but...

Dear Sir or Madame,

I purchased a Kenmore washer and dryer from a new Sears appliance store on Manchester Road in Brentwood, MO on Friday, February 27. The washer was delivered to my home the following Monday (March 8) at 6:30 p.m. according to our agreement with Sears.

It is now March 10, and the washer and dryer are still in our living room. My wife and I have spent over 15 hours on the phone with the warehouse and in the store in an effort to resolve this situation. The treatment we endured at the hands of the warehouse call center staff was nothing short of appalling. To say that the call center staff are disorganized, completely unsupervised, unbelievably rude, disrespectful, and utterly unhelpful is somehow a gross understatement of reality. It would have been laughable, had it not been so pathetic, that the store manager received nearly identical treatment while on the phone with the warehouse in the 90 minutes my wife and I spent in the store this Saturday after receiving this treatment ourselves over many hours the preceding four days.

I do not say these things lightly, as this is the first time I have ever contacted a company to inform them of the state of their affairs. I have been a lifelong Sears customer, as have my parents, and I can safely say that unless the present situation is rapidly resolved to my satisfaction, I will never set foot inside another Sears store again. Furthermore, Sears and its associates have absolutely refused not only to install the new units and discard the old ones (which are also Kenmore), but they will not return the new units to the store.

I have expended all possible local remedies to my situation. Therefore, at this point I am inclined to dispute the charge on my credit card which was used to pay for the washer and dryer and consider them a gift.

 

[zoiks]

I agree with everything except the gift part.

 

[krylon]

Originally posted by: Capt Caveman
My experience was a huge :thumbsup:.

That's what she said

 

[finite automaton]

Originally posted by: zoiks
I agree with everything except the gift part.

Make sure you overnight the letter to help portray the urgent nature of the situation.

 

[apac]

Originally posted by: zoiks
I agree with everything except the gift part.

I agree. Very well written letter, but I'd leave the last sentence as

"Therefore, at this point I am inclined to dispute the charge on my credit card which was used to pay for the washer and dryer."

 

[finite automaton]

Originally posted by: apac

Originally posted by: zoiks
I agree with everything except the gift part.

I agree. Very well written letter, but I'd leave the last sentence as

"Therefore, at this point I am inclined to dispute the charge on my credit card which was used to pay for the washer and dryer."

Also make sure you include phone numbers at which you can be reached

 

[silverpig]

Originally posted by: apac

Originally posted by: zoiks
I agree with everything except the gift part.

I agree. Very well written letter, but I'd leave the last sentence as

"Therefore, at this point I am inclined to dispute the charge on my credit card which was used to pay for the washer and dryer."

I'd say:

"Therefore, at this point I am inclined to dispute the charge on my credit card which was used to pay for the washer and dryer. Sears can come and pick up the washer and dryer as soon as they can get their warehouse staff to come pick them up."

 

[dullard]

Originally posted by: CycloWizard
The washer was delivered to my home the following Monday (March 8) at 6:30 p.m. according to our agreement with Sears.

Do NOT include that sentence in your letter.

I repeat, do NOT include that sentence in your letter.

See the Fair Credit Billing Act.

The following are examples of billing errors under the FCBA:

Charges not actually made by the consumer
Charges in the wrong amount
Charges for goods not received by the consumer
Charges for goods not delivered as agreed
Charges for goods that were damaged on delivery
Failures to properly reflect payments or credits to an account
Calculation errors
Charges that the consumer wants clarified or requests proof of
Statements mailed to the wrong address

Read through it. There is only one item that will let you get your money back. The calculations were done correctly. The charges were made by you. Etc. I bolded the most powerful law you have against Sears. If you prove that it was not delivered as agreed, you get your money back. Plain and simple. And the law is very lenient on your side for the one I bolded. That is, unless you write in your letter to Sears that it was "delivered...according to our agreement". You would basically destroy your whole case in one sentence.

In fact, your whole letter should be that it was NOT delivered as agreed. Your agreement was for an installed washer and drier with stacking kit on Mar 8. You did not get an installed washer and drier with stacking kit on Mar 8. Thus, it was NOT delivered as agreed.

 

[silverpig]

Originally posted by: dullard

Originally posted by: CycloWizard
The washer was delivered to my home the following Monday (March 8) at 6:30 p.m. according to our agreement with Sears.

Do NOT include that sentence in your letter.

I repeat, do NOT include that sentence in your letter.

See the Fair Credit Billing Act.

The following are examples of billing errors under the FCBA:

Charges not actually made by the consumer
Charges in the wrong amount
Charges for goods not received by the consumer
Charges for goods not delivered as agreed
Charges for goods that were damaged on delivery
Failures to properly reflect payments or credits to an account
Calculation errors
Charges that the consumer wants clarified or requests proof of
Statements mailed to the wrong address

Read through it. There is only one item that will let you get your money back. The calculations were done correctly. The charges were made by you. Etc. I bolded the most powerful law you have against Sears. If you prove that it was not delivered as agreed, you get your money back. Plain and simple. And the law is very lenient on your side for the one I bolded. That is, unless you write in your letter to Sears that it was "delivered...according to our agreement". You would basically destroy your whole case in one sentence.

In fact, your whole letter should be that it was NOT delivered as agreed. Your agreement was for an installed washer and drier with stacking kit on Mar 8. You did not get an installed washer and drier with stacking kit on Mar 8. Thus, it was NOT delivered as agreed.

Nice post.