So we went last weekend way the hell out to Shrewsbury to the Sears Outlet store to buy a washer and dryer. We were hoping to get a front loading washer and save some money on water and electricity, but the one we were looking at wasn’t at the store. So we looked around, and saw that they had a brand called Fisher and Paykel, a New Zealand company whose products we knew to be good, but we didn’t think we could quite afford. They were having a sale on them, and had “new” units of their latest model in stock. After a brief discussion, we decided to buy them. We were very excited: we were getting a really good washer and dryer, and the washer was a top loader that acts like a front loader and uses less water and power. They could deliver on Tuesday, when Sarah would be home, and we were told there was no problem putting them in the kitchen. We even got the five year “Master Protection Agreement” which would, they said cover any and every possible thing related to having service done on our appliances. Parts, labor, service call charges, all would be covered for five years. We could even get the damn things cleaned once a year if we wanted. What a deal!
We drove away very excited about being able to do laundry in our home, with new technology. Alas.
They delivered them on Tuesday, not in boxes (haha), and hooked them up. Sarah threw a load in the wash, and everything was fine until the spin cycle started. Then the banging started. And the shaking. As in, the whole house shaking, and banging like there was some small demon trying break free of the bonds holding it prisoner. And it was pissed.
Clearly, something was wrong. So the next day, I called the store where we had bought it, and the woman I spoke to sounded very concerned. She said it sounded like something was definitely wrong, and if we couldn’t get it fixed, absolutely it would be replaced. She asked that I call the 800 customer service number and go through them, since that was Sears’ policy. So I called the 800 number and finally got through to a woman in repairs who asked what kind of floor it was on. I told her it was linoleum and she asked me in a very exasperated tone what was underneath the floor. I said wood, I guess, and she told me that of course that was our problem. Since it was on wood floor, she told me, it would need some sort of pedestal to take care of the shaking. I told her that we were not going to do this ourselves, and someone needed to come out and take a lot at this clearly faulty machine. Very reluctantly, she put me in touch with someone in delivery services. I got bounced around a couple of times until I finally spoke to someone who said he would schedule an appointment for a technician to come and take a look for us. I gave him Sarah’s number, and hung up feeling good about our washer getting fixed. Alas.
When I talked to Sarah that night, she told me that no one was coming out to look at our machine. She had gotten a call from a Sears technician telling her that since it was under the manufacturer’s warranty, Sears wouldn’t service it. What!?!?!?! That’s ridiculous, right? Well, apparently that’s what happens. After many phone calls to Sears customer service, Fisher and Paykel’s customer service (both here and in NZ), and local authorized F&P service providers, we found out that yes, that’s what happens. The Sears service plan is essentially useless while the manufacturers warranty is still going. Which for F&P is two years. Which is great on their part, because that’s twice as long as most warranties, but what the fuck, Sears?!?!?!? Why are we paying money so that we can’t even call Sears’ service line to set up appointments? We would have to call the service providers, and if it’s mechanical, F&P will cover it. If not, we get to pay ourselves. And the outlet store manager assured me that Sears will cover that, but no one outside of Sears we spoke to knows anything about that. At all. Needless to say, we were PISSED. We were essentially lied to, misled, and feel taken advantage of. The manager at the outlet store has been trying to be as helpful as he can, but there’s only so much he can do. So we’re done with Sears. I tried calling the manager to return the machines tonight (which he said we could do, no problem, 100% refund, but we’ll see) but he was already gone. So I will try tomorrow, and hopefully we’ll be free of this fucking company.
Then we will go to Lowe’s and hope that we have better luck…
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