10-23-2016, 07:55 AM
My parents bought all new appliances (fridge, oven/stove, microwave, washer & dryer) from Sears when they remodeled and they got the extended warranties. They had many issues with the washer and dryer and after they spent many, many hours on the phone with Sears trying to get a resolution I took over. I can't tell you how many hours I spent on the phone over several days. It was a nightmare. They sent a repair guy out several times. Each time he came out he "diagnosed" the issue and said he had to order a part. 3 or 4 weeks later he'd return, install the part only to find it didn't fix the issue. So he'd order another part, 3 or 4 weeks, etc... repeat over and over. My parents without a wash or dryer the whole time.
I got fed up with this cycle and decided to escalate. I couldn't find the email for the CEO of Sears so late at night I called their headquarters. Using the automated phone system I spelled his name (..."to locate an employee enter their extension or spell their name...) and got his voicemail. I left a polite message with my phone number. The next day I got a call back from his office (not him). The nice lady heard me out and the first thing she asked was "how did you get this number?". I did not tell her. Anyway, within 2 days Sears replaced both units with new machines. It was a monumental pain in the ass to get this resolved. So much so none of us will ever buy appliances from them again.
My washer and dryer are getting pretty old and from the research I've done I may look at Speed Queen. They make washers and dryer for commercial use and laundromats. Their home models are old fashioned looking and are pretty damned expensive, but they are made very well and have very long warranties with 20-25 year life expectancies.
I got fed up with this cycle and decided to escalate. I couldn't find the email for the CEO of Sears so late at night I called their headquarters. Using the automated phone system I spelled his name (..."to locate an employee enter their extension or spell their name...) and got his voicemail. I left a polite message with my phone number. The next day I got a call back from his office (not him). The nice lady heard me out and the first thing she asked was "how did you get this number?". I did not tell her. Anyway, within 2 days Sears replaced both units with new machines. It was a monumental pain in the ass to get this resolved. So much so none of us will ever buy appliances from them again.
My washer and dryer are getting pretty old and from the research I've done I may look at Speed Queen. They make washers and dryer for commercial use and laundromats. Their home models are old fashioned looking and are pretty damned expensive, but they are made very well and have very long warranties with 20-25 year life expectancies.