Kenmore Washer / Dryer

Kenmore Washer / Dryer

Sears Roebuck & Co. I bought a stacked Kenmore Washer/Dryer 5 yrs ago and only recently had a problem with it. The washer had stopped draining water on the rinse cycle and since it was still under warranty, I called the

1-800-4-MY-HOME to set up an appointment for a repair date. What took place is as follows: 1. On july 22, 05, repair tech came to my home and concluded that thewasher needed a new timer and since he didn't have one on hand, heneeded to order the part. Repair was to commence on July 29, 05

(a week later).

2. July 28, 05 (today) part has not arrived yet and tomorrow wassupposed to be the repair date so I decided to track the whereabouts of the item myself. I spent a great deal of time today doing just that.

3. I called the 800 number again and after endlessly getting transferred and disconnected, I finally spoke to someone (Kim) long enough to ask a simple question which is "What is the status of the part ordered and when can I expect it to arrive?" Kim tells me she doesn't see any information on her system regarding my inquiry so she transferred me (again) to the parts department itself.

4. While being transferred to the parts dept, I get disconnected again so I called 800 number back and go through the same process. Finally I get the parts department and after asking her the same question, she tells me the same thing the first woman told me and that is "I don't see any information about your order so I can't assist you." By the way, this woman was rather rude also. I finally asked her to speak with a manager who "might" be able to assist me.

5. Manager gets on the phone and I asked him the same simple question I've asked like... a thousand times. After looking at my records and verifying who I was, he mysteriously finds what I had been

inquiring all along. He told me the order had been placed on the 22 of July and it was for a timer (duh). What made me infuriated was when he told me the item was still sitting on the shelf. I'm like "What the hell?" So, I proceeded to asked him how long it will reasonably take before the part gets off the shelf and shipped out to me. He tells me "I have no idea, I will have to let the parts delivery people give you a call sometime later to answer your question." I gave him my home and cell number for a call back.

6. By now, it is (5pm. Honolulu time) and I don't get a call back from anyone. By this time their order tracking dept is closed. I have no choice but to re-schedule another repair appointment when

the part arrives (whenever that is). Bottom line:

I'm very frustrated. Nobody made any attempt to contact me about the status of the part in question prior to my pending repair job. Furthermore, I'm sick with the lack of knowledge these people present

(from the customer service rep to the managers themselves). I'm appalled that they can't even give me an answer to a simple question. It looks like I'll have to go to the laundromat for the second time next

week which, by the way, is $2 a load! I'll also have to take another day off from work "when" the part does arrive, to have my washer worked on. Angelita Click this link to e-mail the message author: Email User