What did I ever do to Sears? And then I got transferred...

This post is simply for me to get this all off of my chest. I have no expectation of being entertaining or funny, I simply want to share my little adventure with Sears and why I will never spend another penny on appliances from them, even if I have to fix it myself or become a back woods mountain man who doesn't believe in appliances. And by the way, please be singing the Somebody Done Somebody Wrong Song in your head...and you know you know it.

Lately, we have been in somewhat of a destruction spiral. Everything has broken. And I mean everything. It started with the car battery (that was defective when I had it replaced in August), then the washing machine, the DVD player, the cooktop, a crystal mug and a few other things that I have already blocked out (my therapist thinks blocking is healthy in my case).

So let's start with the washing machine, shall we? We have made all major appliance purchases through Sears. They are typically averaged price, but they have a really good Master Protection Agreement that covers darn near everything that you can renew for like ever. So here goes the saga.

The washing machine dies on Sunday night. Ordinarily this wouldn't be to big of a deal, but I was going out of town in a week and a half, and seriously needed to do laundry (with a household of 7, it tends to pile up). So I call Sears first thing Monday morning and schedule service for Saturday. Since it is Saturday, the time they give you is from 8 am to 5 pm. So I cancel everything we have going on for Saturday and deal with it.

The week more or less rolls around with only a few smaller things breaking, like the DVD player. And on Friday, at about 4:30, I get a phone call from the Sears technician telling me that they don't have enough techs and they are cancelling my appointment the next day. I told him that I was going out of town and was desperate, and needed my washer fixed ASAP. He said that he could get me in on the 21st. I was like, ummmmmmmmmmm, no. I told him he needed to get me in sooner. So he agreed to fit me in on Tuesday. I asked him how they determine who gets bumped when they are understaffed, and it apparently made him angry. He told me that it just depends, they have to pick someone and it was just me. Okay, whatever. I told him at that point that I would need to have service Tuesday morning then because of my schedule, and he agreed.

So the Saturday that I cancelled everything on happens, and so does a jar of pickles. After a trip to the grocery store, a jar of pickles met my cooktop with an unfortunate amount of force and the entire corner of my year old cooktop is shattered. AAAARRRRGGGGHHHH. So I call Sears again. I explain the entire situation with the pickles, tell them I can't find my paperwork, but want to know whether or not this type of thing is covered or if I need to buy a new cooktop. I am put on hold and after a few minutes the representative comes back to tell me that my Service Agreement is 'All Inclusive' and it is for sure covered. I ask if the entire unit is going to be replaced or if they will just swap out the top. She says they will swap out the top and we made an appointment for a week and a half later. And then I head to the laudromat.

And Monday rolls around and I get my confirmation phone call from Sears for between 1 and 5 on Tuesday for my washing machine. I explained that I was promised the morning and the Customer Service Reps response was, and I quote, "Well, that's just not going to happen now, is it?". I said it was what I was promised, and she told me that was too bad and the only way my washer was going to be fixed was if the repairman came in the afternoon. Are you kidding me? Really? Fine. So I cancel all of my afternoon plans, except for the dentist. And my grandma had to cancel her plans so she could be here just in case.

One through five comes and goes...not a phone call, not a technician. We call at about 5:15 ish to find out what is going on. We are told that the tech is about 3 stops behind and he will be at our house shortly. My question was, if I was stop number 3, how did he get 3 stops behind...had he just not started yet? The rep on the phone said that we would receive a phone call within 30 minutes. Now, mind you, it was my anniversary...it wasn't looking so hot at that point. After 45 minutes, we called Sears back and they said he was coming and he would call. I explained how many things I had cancelled and that I needed to know whether or not anybody was going to show up...I didn't have confidence at that point. She said we would get a call...hmmm....I think I heard that before. After about 45 minutes, we got a call from the tech letting us know that he would be at our house soon. So I cancel my anniversary dinner...groovy.

The technician show up at 7:30. Are you kidding me? He comes, he's crabby. And I let him go to work. After 30 minutes he is done. My husband said was it easy to fix or are you just that good? He said he fixed it the easy way so he could get out of here. Yes, that is really what he said. But hey, for our trouble we got a 15 percent off coupon that was only valid FOR THAT DAY. Thhhhaaaaaannnnnkkkkkks.

We are able to make it through the next little bit with little trouble (probably because we were on vacation). But we made it back and got ready to have the cooktop replaced.

The day before I never received a confirmation call for my appointment, so I call Sears...I'm a little wary because of the washing machine. He tells me I am still on for between one and five. Okay, fine.

The next day, one and five rolls around and then leaves. As usual, no phone call, no tech. but before I can call and be huffy, the tech shows up at 5:15. He comes in and asks what happens. I explain the whole pickle scenario, and he makes a phone call. He finishes on the phone, and tells me that it is not covered. I explained no, your CSR told me it was covered. He said no it wasn't. He gave me an 800 number, tells me that it will be $1300 and leaves. So I call, I explain the situation, and tell them that I felt like I was being punished for exercising due diligence. They said, well, you broke it. So I told Sears that I wanted to cancel my service agreements. And I got transferred.

And I explained everything AGAIN and told them that I would like to cancel. And I got transferred.

And I explained everything AGAIN and was told that she could cancel everything but that I should probably talk to the National Center before I made up my mind. I told that rep that I was looking for a reason to stay. And she said well, our Service Agreements cover everything. And I said Nuh-uh. And she said, except for that. I told her that I had a problem with giving them money to treat me badly. And then I got transferred.

The next person that I talked so said they could definitely do something for me. That I shouldn't have to bear the burden of the cost by myself since I was misinformed. She put me on hold for a few minutes, and then I got transferred.

I finally end up talked to some high up on the chain dude who is in charge of something. I tell him the entire story...again. He says, that sounds to high, I will check on it and then we can figure out how to break this all up. I am on hold. He comes back and says he needs to make another call and I am on hold again. He comes back and tells me that it will be about 975 plus labor, and since it was my fault that it got broken, they couldn't do anything to help me. But to take the sting out of the cost, they would give me a 100 dollar gift card.

So basically what it all boils down to, is that 3 weeks of my life is worth 100 dollars to Sears. I politely told him I would consider his offer and get back to him. And then I hang up and let the Turrets Syndrome in my head take over. It wasn't pretty. to get a brand new unit it was any where from 1100 to 1500. Felix and I found the part for 580 and we are going to do it ourselves.

Oh yeah, when I get my 100 gift card, I am cancelling my Service Agreements and never setting foot in their store again (except to redeem my 100 gift card). Because if I have my way about it, I will do everything in my power to make Sears feel the economic crunch.

Lessons Learned
1. Sears DOES know how to take your money.
2. Sears DOES know how to keep you money.
3. Sears DOES know how to tell you what you want to hear.
4. Sears DOES NOT care what you think.
5. Sears DOES NOT value you as a customer and thinks that you and your time are completely worthless.

I think I feel better, thanks.