Sears Service - My Kenmore dishwasher is 5 years old - called for service to repair the problem we had with the lid on the detergent dispenser not opening during the cycle

Sears Service - My Kenmore dishwasher is 5 years old - called for service to repair the problem we had with the lid on the detergent dispenser not opening during the cycle Sears Service...A NIGHTMARE!!!

My Kenmore dishwasher is 5 years old - with no extended maintenance program. It really wouldn't have mattered. We called for service to repair the problem we had with the lid on the detergent dispenser not opening during the cycle.

On the first call, a weekday on which my wife had to schedule away from work, the technician actually arrived during the scheduled 4-hour appointment window; this would be the only time such a miracle occurred. During this visit, the technician assured us that the problem was the computer board, and it needed replacement. He placed the order for the board, and informed us that we would have to be charged for the entire call (parts and labor) up front. Okay...

The board arrived, and a return call for the next Saturday was scheduled, but due to no one's fault, area flooding prevented the tech from getting to our house. Okay, reschedule for the next Saturday between 8 & 12. By 11:30, we hadn't seen or heard from anyone, so we called the local service center number in Baton Rouge (we live in metro New Orleans).

Someone in this service center, who identified himself only as Paul, would not tell us how long it would be before the tech arrived, nor would he try to contact the tech directly. He kept saying the tech would call us when he was on his way. When I tried explaining that we needed to rearrange the rest of the day's schedule to meet the tech, he only kept saying "uh huh" in one of the most sarcastic tones you could imagine. Wouldn't give me last name, id number or anything, saying my wife had already asked him for the same information (which she had NOT). When I asked for the supervisor or manager, this idiot told me they were with an associate and could not be disturbed.

Obviously he never forwarded my message to management for a return call. Or maybe he did, because after 10 requests for someone in service management to call me, only one call was returned. At this time, I went to the nearest Sears store and spoke with the store manager who gave me the name of a Johnny Gonzales, the regional service manager, telling me the she )the store manager would personally email him and would certainly call me back. Anyway, the tech finally showed up about an hour late, and said he told the service center to call and advise us of his schedule - yeah, sure.

The tech replaced the board, and when asked how could we confirm the dishwasher was fixed, he said "to run a cycle"...did you run a cycle..."no".....UH-OH! But he assured us that the board was the only thing it could have been. An hour (and a cycle) later, same problem. Called the 800 4MY HOME number, now we'll get somewhere...yeah, sure. Oh, they'll have management call me for sure, but let's schedule another service call. Okay, but this time with another tech (at my request).

Another weekday, this time I had to schedule away from work, 8-12. GUESS WHAT... 12:00, and no tech, no phone call. Called the 4 MY HOME number again, same story, but they called back later on (amazingly) and said the tech was on his way, and shows up an hour late. This tech now advises he thinks either the wrong board was ordered or the new board was bad. Let's order another board. Okay. But the tech tells me I can request first call of the day. Meanwhile, my requests for someone in service management to call me have gone for naught.

Two weeks later, another weekday to schedule away from work when the "new" board arrives. When I request first call of the day as the tech had told me, I was informed they can't guarantee anything - no surprise there. And guess what, for an 8-12 appointment, 12:00 no tech, and no phone call. After again calling the 4 MY HOME number, they can't help other than to get the local service center on line to say the tech is running late because he had a meeting that morning, and was then scheduled for a 3-hour service call, I was fourth on the list.

BRILLIANT!!!! After having to get my wife to get off work so I can get to work, the tech finally shows up 3 hours late.

You should be ready for this one......the new board didn't work either. DUH! But now the tech says he'll call to make sure we're credited for $250 we were charged a month before. Well that charge never went through. They can't even generate a bill they're supposed to. For the umpteenth time I'm on the phone with their customer relations department, trying to advise them of this fiasco. I inform them that after being a Sears customer for 30 years, I'm pulling the plug, and telling everyone I know to stay away.

The only time I had previously received any return phone call was after I emailed their web site. Now I have received two phone calls, both of which were following up on my satisfaction on a completed service call - their records showed the dishwasher was fixed. SURPRISE!!! After being asked what could be done to change my mind, I said 3 things:

(1) the service manager needs to call me and ensure me that the next tech who came to my house would repair the problem on that call

(2) a specific appointment time would be made - AND KEPT

(3) I would NOT be charged. Itold them that after four calls and schedule interruptions, I had been inconvenienced enough. They said it was really only 2 calls, 2 were just to look at the problem. Not so - it was FOUR times I had to be there. After all, I'm not Ward Cleaver with June sitting at home all day waiting for Wally & the Beaver and the Sears repairman.

Ultimately, Sears declined my offer to make things right so I will never ever set foot in another Sears store and will advise anyone to do the same. This is the worst example of customer service I have ever seen.

Phil B Click this link to e-mail the above consumer: //