SEARS DEPENDABILITY?

So as I sit here waiting for Sears to answer my phone call while on hold for (checking clock on cell phone) over 30 minutes I thought it might be good time spent to talk about how Sears is handling my warranty issue. My hopes is that in so doing and in posting it here to be read that you might discover just how “good” their warranty is and how poorly Sears deals with said warranties.

A few years back we needed a new water heater and decided to change over to an electric water heater. Shopping around we decided to go with Sears for this new water heater thinking they were a reputable dealer and would offer the best warranty around. So we purchased the water heater there and had them install it using their people. My thought process on this was that in using the people they approved of it would eliminate any problems down the road should they occur not to mention the fact that I felt these people should be more familiar with the product since they were Sears approved. The date of the installation for this water heater was 10-17-13. I know this for a fact because we’ve always marked the date the water heater was installed on the water heater itself.

Well after this past year this water heater ended up leaking. So much so that it had a cloudy substance running down the side and the door over the reset button eventually rusted. I couldn’t find the warranty/booklet that came with the water heater so put off calling them once I noticed the problem. I finally did find the book and called the number to tell them that I was having this problem with the water heater. For the past few months the heat wouldn’t stay on and the only way to have hot water was to push the reset button daily. They said they would send someone out to look at it and scheduled that appointment I think for 2 weeks later (which was yesterday, July 29^th).

An automated call told me several days prior that I was the first call of the day and that someone would be here by 10 that morning. I got things ready and noticed I had missed a call the day before. This one told me that someone would be at my home between 8AM and Noon. If I was the first call I thought I’d better make sure I was dressed and ready by 8. Around 10 I got a call from the guy telling me he’d be there in about a half hour. 45 minutes later he showed.

He looked at the water heater and told me that yes indeed I had a leak.  He had also told me on the phone that while my water heater was still under warranty for parts that there would be a labor fee if they were to replace the water heater. I said yes, I understood that. After he looked at the water heater and determined that a replacement was needed he began typing information into his portable computer. He then called it in to make sure things were set and while on the phone he said “Oh, I didn’t know that. I haven’t had to call one of these replacements in in a while.” He then told me that they wanted pictures to document the condition of the water heater now. He also told me that my warranty wouldn’t be valid any longer because in looking at it it appeared that the water heater had a leak at the fitting on top and that caused the problem. I responded well the fitting and the rest was done by a Sears installer not by me. He said he understood and that if I wanted I could dispute this with Sears as he we just a person they sent out to check things. He gave me a card with a number to call.

I understood that this wasn’t his issue and figured I would call the next day. My intended argument was that Sears’ installer was the one who put the water heater in so I should not be held accountable for the water heater not being installed correctly. I had never seen water squirting from the fitting or even seen it dripping from it. I wondered if they felt that the owner of one of their water heaters was responsible for checking every fitting on it every few weeks just to make sure that they had done the job of installing it correctly. That seems like a bit much to expect when on my end I expected the water heater to be installed properly from the get go.

So I called them. As I sit here some 49 minutes after this call began you can imagine my frustration. I’m on hold and started typing this piece up after 4 games of solitaire (Pyramid if you’d like to know what game). The first person I talked to had no clue what was going on. I told him what happened yesterday and he asked if I wanted to have someone come out again to check the water heater. I said no, that has already been done and the guy said it needed replaced. He asked me if I wanted to schedule them to install a new one. I said no, I am calling because the guy yesterday told me to do so if I disputed the fact that they now claimed I was not under warranty. He put me on hold. He came back and said that I was no longer under warranty. I said why not? He said hold on. He came back and said I was no longer under warranty. I said look, the guy told me that yesterday I’m calling to dispute it like he told me to, did you look at the report he sent in? He said hold on. He came back and said it showed I wasn’t under warranty. I said look, I’m pulling out the warranty/booklet; it says here that I have a six year warranty on the water heater; it was install in 2013, therefore it should still be under warranty; why are you telling me it is not under warranty. He said hold on. He came back and told me he was going to transfer me to someone else and asked if I had a pencil just in case I got disconnected. I said I did, wrote down the number and he transferred me. That was nearly 50 minutes ago.

I’m wondering if this automated message is for real. Every 15 or so seconds while bad music plays non-stop a voice comes on and says “We appreciate your waiting” or “All employees are busy helping other customers, please wait for assistance”. Really? After (looking at clock) 56 minutes you think I’m really still patient? You think I honestly believe you want to help me after talking to someone who had no clue what he was doing before you set me off to wait for an hour? I’m starting to think that there is no real help line, that this was set up to make people go crazy waiting until they finally gave in and hung up. Unfortunately I’m kind of stubborn and the odds of me hanging up are slim.

I’ve just plugged my phone in to make sure that it has a decent charge in it. I’ve been on hold long enough that the picture telling me how much power my cell has dropped enough to be noticeable. As I sit here I’m thinking that if minimum wage were actually the $15 some want it to be I have already been on here enough to earn $15 and I may end up in the $30 realm before this phone call finishes.

So I finally got through to their water heater department! Went through the whole thing again. I’m told sorry, but there’s nothing they can do, since the fitting apparently leaked I’m out of luck. I said even though it was installed by YOUR Sears approved people using fittings that you apparently approved? She tells me that since I didn’t buy an extended contract the installation contract only covers the first year. I said so if they install something incorrectly and it doesn’t show up until after 12 months I’m screwed and she tells me yes. I said I never saw any water squirting out or collecting on top, how would I know if the fitting wasn’t working? She said she couldn’t answer that question. I said are you telling me that when Sears installs something I’m required to go in and check it every week to make sure that the fitting still works? She says she has no way of answering that question. I said if you don’t cover the things that you sell and install why would I ever want to buy from Sears again? She basically tells me it’s up to me that there is still nothing they can do, they won’t replace the water heater. I said is there someone I can talk to to appeal this decision? She tells me she can give me the number for customer complaints. I ask will they be able to reverse this decision? She says no but they might be able to do something for me. I thank her, take the number and get off the phone ready to call this new number. Time on the phone, 1 hours and 38 minutes.

So I call the next number. Fortunately they aren’t near as busy as the original people I talked and waited on for that first hour and a half. I get someone and once more give them my information to pull up the report and explain my problem. She agrees that I shouldn’t have to check the fittings Sears installed every week. I ask if Sears approved people install a water heater and nothing happens from that installation during the first year but on month 13 it does, that means that Sears won’t take responsibility for that? Apparently that’s their policy. I tell her like the last person, if you won’t back up the product you sell or the people you hire to install it then what reason would I have to want to purchase something from Sears ever again? She told me that was my choice. She checks to see if there is anything she can do and comes back to tell me that the best they can do is give me 10% off of a new water heater. I said why would I want to purchase a Sears water heater that they won’t back up if there is a problem with it? She says she understand but if I would like she’ll make a note that we talked and set the 10% deal in the notations. I said even though your people installed your product with your approved fittings that all didn’t work you still can’t replace the water heater. The answer is no. I said just to clarify if I purchase a new water heater from Sears the only way I can insure that the water heater is covered is if I have someone come out to check it periodically to make sure the fittings and the rest are all in working condition. She says yes I could purchase a maintenance contract. I say so what you’re telling me is that I have to spend more money with Sears just to make sure that the product I purchased from Sears continues to work properly, that basically this is a way for them to make more money? She says well to make sure there are no problems it pays to have someone check it every so often but that it’s not a way for them to make more money.  

Total time spent with Sears today just to find out they won’t cover their products unless you purchase a separate contract to make sure that any wrongdoing on their part is covered longer than 12 months that has them come back periodically to check the work that should have been done properly the first time? 2 hours and 4 minutes. Somehow I’m not real crazy about purchasing anything from Sears again in the near future.