In 2010 we bought a Samsung dishwasher from Sears (+$500) and an extended Master Protection Warranty (sic). About 6 weeks ago the dishwasher stopped in mid-cycle. We called Sears. A concerned fellow tut-tutted and said, oh, yes, indeed we were covered - no cost repair - and they would get a technician around to find out the problem. Glad to be of service.
In due course a technician arrived. He wasn't a Sears employee, and worked for an organization called A & E. After frootling about in the dishwasher's intestines for a while he declared he knew the problem and set up a date for repair, 10 days hence. Shortly afterwards the US Mail delivered the part and we hung in for the repair.
Ten days ticked past. Another A & E magician arrived and some more dishwasher intestinal analysis took place. Oh horrors! The first diagnosis was the wrong diagnosis! This part was the wrong part. But we will get a the right part . A new date was arranged for ten days time. Sorry about that sir. Goodbye and good luck.
A few days later the US Mail faithfully delivered the new replacement part.
Today Techie # 3 arrived. More intestinal gazing. Goodness! Diagnosis two was the wrong diagnosis. Second replacement part is the wrong part. I am sorry sir, you need another part. Next appointment in only available in two weeks.
This was getting a bit much so I called Sears helpline. After a lot of unctuous prerecorded advertising, a robotically programmed automaton cunningly disguised as a human being answered. I explained the situation; the android tut-tutted sympathetically. It then told me to hold on and, after playing some disgusting music for ten minutes specifically designed to enrage the listener, cut me off.
Now more than a little enflamed I found the Sears complaint line (called with fiendish duplicity the "Resolution Hotline") After a foul music & oily advertising interlude a female robot answered. I explained the whole thing again, but this time with feeling. The fembot, apparently reading anodyne words from a script, informed me that it understood my unhappiness, but the only time, given my working schedule, they could send another technician (Techie # 4) was in two weeks time.
At his my safety valve deployed and I vented. "Here is a cunning plan", I suggest, loudly, "What if Sears replaces my defunct dishwasher?" The fembot took a while as its database scanned it range of responses. Then it pronounced. The Master Protection Plan does not cover such a situation, however a technician would be out in two weeks time to repair my dishwasher.
I abhor bad manners, so with a stifled shriek I cut the fembot off. Swearing loudly at a nearby potted plant, I lunged for the whisky bottle. (To be continued in 2 weeks. Watch this space)
Review about: Sears Protection Plan.