Singin' The Cabrio Blues, OR Why I still hate Sears

16 years ago

Have been reasonably happy with a 6600 (no agitator) Cabrio, purchased from Lowe's about 11 months ago. Did much reading here, then bought this. During that time had some extremely unpleasant experiences with Sears, which I posted here.

Well, it's happening again. The machine began to leak about 2 months ago. About a cupful during the rinse cycle, not a big amount and enough to be contained by one large towel on the floor. Because we have been busy, it took a while to call Whirlpool on it. The leak never changed or decreased/increased during this time, over many washes. No error messages at any time.

A&E, the service arm of Sears, sent a man over last Friday. He asked what the problem was, then said without touching the machine, "it's out of level". He said the leak would manifest itelsf from the front left corner. I told him however that our leak seemed to be from the opposite corner, right rear. He waved that away. He was done in 5 minutes, having leveled the legs. He had turned on the water for some two minutes, observed no leaks, and pronounced his job done.

When I asked if he was sure, he was very assertive and promised me the problem was history.

After he left, we started a wash. During the wash (not sure what part, as I was out and my wife wasn't paying attention), the washer LEAKED, as in a LOT, perhaps a bucketful. It flooded the LR floor and ran down to the basement, where there is a semi-finished storage room floored in plastic tile with painted drywall but no finished ceiling. We mopped everything up, noting the water streaked the drywall in several places.

We called the same man back right away, but he was too far away by now to return (so he claimed), and said he'd be back Monday. We then called Whirlpool and they said they'd try to get someone else out the same day (Friday) and would call back soon.

No call back all Friday. On Sunday, we called WP again and told them about the water damage and asked for a Monday visit. They said Tuesday is the soonest available, but they would have the local A&E call us first thing Monday to see if they could accommodate Monday.

Well, the 'first thing' turned out to be 2 PM, and they said no way for Monday, but Tuesday 9-noon. I took the morning off. They then called around 4 and said Tuesday 1-5 pm. I had to take the whole day off.

Now it is 3:40 pm Tuesday, and no sign or call from Sears.

We would like to take this up with Whirlpool or Lowe's, and demand a new washer. The laundry is piling up, we are worse off than before the call, and our basement and probably the first level subfloor has sustained water damage.

I.

HATE.

SEARS.

Besides warning you all, what can be done at this point? Yes, of course I will wait till 5 pm. But would Lowe's step in on this? We did purchase the extended warranty BTW.

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Comments (3)

jcrowley99
16 years ago
I would try calling Lowes and tell them about the problems you are having. The worst they can do is say that they can't do anything. It certainly won't hurt to try. So why do you hate Sears? Is it actually Sears repair that Whirlpool sends out? Now that I think of it, did you call Whirlpool direct or did you call the 888 number that Lowes gave you with the extended warranty? My warranty says to call that number and Lowes will arrange for the repair for you. Sounds like that might be an easier option, plus Lowes certainly won't want you to be unhappy, they want to sell you more stuff!
lascatx
16 years ago
What you are experiencing is not unique to any one appliance repair service. I had to wait 2 weeks to have a chance of getting anyone out to look at my washing machine last year. It had filled but would not drain and would not complete a cycle. I scooped and mopped out all my wet laundry and all the water I could and waited. When he finally came, he plugged it in and tried to turn it on. It didn't so a thing. He tried again and again. Finally got it to hum, but nothing more. He looks at me and says he can't do anything if he can't get an error code. Huh? The washer won't even come on and you need and error code to know something is wrong? The thing is under an extended warranty, so I'm ready to tell him to replace it then when the pump suddenly kicked in and drained the foulest smelling stuff. He never got an error coade and the things been working fine for 13 months since with another 14 on the extended warranty. I got an idiot for a repairman, but at least I didn't have to wait another 2 weeks for parts.

It really can be maddening when a amajor appliance goes out on you and you have to wait a week or two for a service call, they think nothing of making you wait all day,and then they spend 5 minutes to tell you that you'll have to wait for a part -- they'll call you in a week otr two to set up another call. That's just the routine these days.

When the guy does show up, hope you get one like my dryer guy who can think, talk and take care of a problem, Had my washing machine not chosen self-help, I'm not sure we ever would have gotten anywhere. I'd be pressing for a new machine myself.

On the water damage, most likely you can let everything dry out very well after the machine is dealt with (so you don't risk doing it twice) and then paint using a stain blocking primer first. Look for a primer that says it blocks water stains or they may come through. Most things that don't stand wet and that dry out completely will be fine. Water heaters and other tings leak all the time, and people dont have to rip out and replace everything. I know it's upsetting and worrysome, but you'll get it taken care of.

And when the repairman does come -- don't be irate with him. You can express your frustration if it helps you or you need to make a point -- but that's all the poor guy hears all day. If you get a good one, you want him caring and working for you, not just trying to get out as fast as he can and figuring you got what you deserved. They just work for the company -- they don't own or run the system, and chances are they don't like it any better than you do. Hang in there, and good luck getting it all resolved.
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jakkom
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Unfortunately, this is pretty much the story of appliance repair these days, even with good customer service-oriented mfgs like F&P. Our service vendor for F&P is a pleasure to deal with, but between the end of year 2006 holidays, weekends, and wrong parts shipped, we had our fancy F&P topload dryer out of commission for more than 6 WEEKS! I was bringing loads over to my neighbor to dry on her $300 Kenmore dryer, which would have been funny if it hadn't been so annoying.

Lascatx is right, try not to dump on the repair guy. Like the bank tellers, they get all the guff and are the low men on the totem pole.

Write down your dates, times, and frustrations. NOW, before it skips your mind. Then compile everything in a letter after you get closure (good or bad, but wait until it's really over), and send it to the CEO of Whirlpool and President of A&E Service. Be factual, calm, and clear about your dissatisfaction - don't flame wildly or be non-professional.

They know quite well that a dissatisfied customer tells six times as many people as a satisfied one does. The problem is, hardly any dissatisfied customers ever make the effort to 'speak' directly to those who could effect a change in the corporate culture. Yelling at a repairman is useless, since the guys "in the business" all know that WP Corp. is one of the most non-responsive, non-service oriented companies to deal with on the trade side.

Singin' The Cabrio Blues, OR Why I still hate Sears

Comments (3)

jcrowley99

lascatx

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