Appliances Discussions

wow

i think service has done more to lose customers then just about anything else

missyb0522 said…

Two weeks ago my microwave stopped working.  When I called 1-800-MY-HOME, I was told that the soonest available appointment was today, 2 weeks later.  I was given a repair window of 1-5pm, and since I had a previous appointment at 1:30, my husband took off from work to make sure we had the time frame covered.  Finally at about 5:55, my doorbell rang. 

The technician took about 5 minutes looking at the microwave, and then informed me that he needed to order a new magnatron.  He then explained that he was doing me the "favor" of putting it in as an emergency order, and the parts would be shipped directly to my home.  Now, here's the kicker:  when I receive the parts I am to call the same number, 1-800-MY-HOME, to schedule a new repair appointment.  Which, based on prior experience, will take at least another 2 weeks!  I asked the technician if I would be put on any sort of priority, given the circumstances, and he replied that there was no priority, I would be scheduled as I was for this appointment. 

So in short, Sears has my money, and so I go to the very bottom of the priority list for repairs.  I will NEVER purchase an appliance from Sears again, and I certainly will not be renewing the agreements I currently have. 

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How much did your microwave cost, and how much did the warranty cost, and how many years long does the warranty cover?

I apologize if this sounds insensitive, but this is a microwave, right? It's being fixed under the terms of the protection agreement, right? Nobody's ability to live is being affected by the microwave being out of commission while the part arrives and the appointment happens, right? It's not a water heater, or a refrigerator for medications, it's a microwave; a convenience, not a necessity.

Exactly what "priority" were you under the impression you should be entitled to? Does the protection agreement mention anything about being at the head of the line, or having the ability to bump people out of their appointment dates so you can have an earlier date? I mean, that's what happens when people get "priority" treatment. What, exactly, do you think repair service entails? Because it sounds like there are some unrealistic expectations here.

In case you weren't aware, this is how repair service works. Unless it's something that affects the ability of people to maintain their health (refrigerator for medication, water heater), an appointment will be 7-14 days from the initial call. This is the national average. A part is ordered, and a new appointment must be set to install the part. This is how repair service works. This has been the system for quite a long time. Your parts, labor, trip charges, they're all covered 100%, per the protection agreement.

You are getting exactly what you paid for. There is no wrongdoing here. There is no emergency here. It is a microwave that is being repaired according to the terms of the protection agreement you purchased. While it may not be what you thought you should get, that doesn't mean you're being cheated; it just means your expectations were not appropriately set.

There are ebbs and surges of appliance service scheduling.

A two week wait for a microwave evaluation appointment DOES NOT necessarily mean the same waiting period for the installation of a part.

most problems are ones expectations exceeding the reality of the situation

Sounds pretty bad...but how long have you had the microwave?

I'm sorry to hear about your situation and would like to have our SearsCares team help. Can you please send your contact information (phone, email and screenname) to me? I'll pass that along to SearsCares who will follow up with you directly. Thanks!

It appears that the main complaint here is time. Everything appears to be being taken care of, just not immediately. 

This is another result of corporate's way of saving money by employing less people in order to cut expenses in an attempt to boost profit inorder to make stockholders happy.

I apologize for the delay, but without a Protection Agreement, not only would the fix take just as long, it would also cost a tidy sum of money, much more than you spent on the PA.

a62dave said…

I apologize for the delay, but without a Protection Agreement, not only would the fix take just as long, it would also cost a tidy sum of money, much more than you spent on the PA.

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How do you know that?

Based on a Kenmore microwave/hood combination (02280043) on sale for $305, a 2YR In-Home Master Protection Agreement costs $49.99 and a 3YR In-Home Master Protection Agreement costs $69.99. 

A home service call charge costs $75 plus a minumum one hour labor charge of $65 plus the cost of the magnetron = $140+.

Given, these labor charges are just assumptions based on the costs told to me by the local service people in Bloomsburg PA when they happen to come into the store while their trucks are being worked on.

Generally one trip charge alone can recoup the cost of an Master protection agreement to a customer.

a62dave said…

A home service call charge costs $75 plus a minumum one hour labor charge of $65 plus the cost of the magnetron = $140+.

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Just to be clear --They don't charge by the hour. They will quote you a flat labor fee depending on the job. No "Milking" a job to charge more money.

For example: If you are quoted the $75 trip charge to evaluate why your microwave isn't heating, the technician will diagnose the problem, determine what parts are needed, and looks the labor up for the job on a fixed price menu.

You are then given an estimate with parts, labor and tax.

An out of warranty simple repair on an Over-The-Range (OTR) microwave will be in the neighbourhood of $200, and a repair can exceed the original cost of the microwave if more expensive parts (control board, magnetron) are involved.

Then you decide whether or not to accept the estimate. If you decline, you are charged the quoted trip charge and given a coupon toward the purchase of a replacement.

This is the value of a MPA. Includes all functional parts and labor and no trip charges!

What is the overall failure rate of the microwave in question?  CR's typical failure rates for most electronics is around 5-10%, so what is the likely failure rate for year 3? (the warranty, plus the credit card, will cover years 1 and 2 already, for free)

Unless it's around 33% failure in year 3 (alone), it's worthwhile to skip the extended warranty and plan to buy another microwave to replace the one purchased should the device ever fail - you'll save lots of money in the long run, plus you'll get more up-to-date appliances to boot!

The typical warranty supplied with a machine is termed a manufacturer's warranty and is designed to cover "manufacturing defects".

If the machine has been used a lot, not been completely used properly, not had needed preventative maintenance performed on it, the manufacturer's warranty will often "not cover" the repair/replacement.

The Sears Protection agreement does not just "extend" the existing warranty.

It adds several levels of higher protection to the machine - including power surges, that make it a vastly superior service vehicle than the mere manufacturer's warranty.

I've used my Protection Agreement very effectively on my machine purchases.

I guess one of the best advantages of knowing about (having read the supplied literature) the agreements is not have the expectation of "instant" service.

One visit to evaluate the product and determine, with the Customer input, available service options. The most probable cause of failure's parts are ordered.

A second visit to install any ordered parts and to evaluate whether the first diagnosis was sufficient to "fix" the machine's malfunction, or another attempt having to be made to resolve the machine's malfunction.

The process is iterative, rather than finite.

One visit was just a blown fuse, and boy was I happy.

Another visit, for another product, involved a new motherboard and a wait for a BIG part - for free.

Technically, these people saying 2 weeks to arrive for a repair are correct, they are providing the services.  But say what you want, I use my microwave oven every day almost and if I called any retailer to come out for a repair I would hope it would be quicker than 2 weeks!  I think a 2 to 3 day turnaround is reasonable and shows a high customer service level. Saying it is normal to take up to 2 weeks just shows the level of customer service our country is getting used to, they (meaning the retailer) feel just fine with that turnaround. It's no wonder the Sears name is not the solid concrete name it used to be, but in their defense many other retailers are no better.

There are literally MILLIONS of appliances out there, maybe even billions.

This total instant gratification ******* this country really needs to stop, and I mean quick.  No one is any more, or less important than anyone else.  Particular situations require more attention, such as a diabetic, who needs their medication refrigerated.  That can be a matter of life and death.

A broken microwave is simply not a "high priority".  You can break out the teapot, Mr. Coffee, the kitchen range, and the pots and pans for a while.  There are many old fashioned ways to sustain yourself.  As stated prior, the microwave is a convenience, NOT a necessity.  A two or three day turnaround may be possible, but it would involve spreading the jobs to more techs, and, of course, more money for the extra employees.

An out of balance system, gross over compensation for the upper level employees, and executives, a lack of fiscal contribution to maintaining a viable infrastructure, all these, and more, have led to poor results from a business and service standpoint.

Billions, even trillions have been squandered on personal luxuries for the few, while everyone else needs to deal with a broken system.

Hate to say this, but your situation is just a "sign of the times"...

I'm afraid I agree with the majority that a microwave is not a necessity but a luxury.  I think of the people in Haiti who would give anything right now for an oven, refrigerator, etc. 

Also, I don't know how long you have left on your Purchase Agreement but I believe it is Sear policy that you can turn it in and be reimbursed for whatever time you have left on it.  But, if you really want your microwave, I would recommend you hang on to the PA so it won't cost you anything...but time!

Yes, they will pro-rate the remainder of the MPA.

Try telling a custome up front that service on the agreement takes two to three weeks to see a service person and see how many agreements you sell.

Might as well be sure the buyer knows the expected turn around time dont you think?

If you could get a less than one week installation appointment, you could be waiting on either a back-ordered part or on the "Mail" service to deliver the part.

That is why it is recommended 1-800-4MY HOME be called, once the ordered parts have arrived at the customer's home.

I had similar experience with the Sears washer I bought a ferw years ago...I had a repair appt. scheduled for a Friday between 1-5, the "shortest" window they would give me and it was after 7 p.m, that the repairman showed up. We missed a concert that night for which we had tickets...and then the repairman was down right rude! NEVER will I call Sears for repairs and actually I doubt I will ever again buy Sears/Kenmore because of their shoddy service.

and a simple phone call would have kept the good will and allowed for other solutions other than P.O'd

I love this:

"I'm sorry to hear about your situation and would like to have our SearsCares team help. Can you please send your contact information (phone, email and screenname) to me? I'll pass that along to SearsCares who will follow up with you directly. Thanks!"

Kinda sounds like someone wants to talk to you in private so we don't see what you are saying! Eeeek!

The extended warranty did not work for me and a range.... and I had to take off 6 days of work, the first repairman drove his van through my front yard (still showing in the grass), and I still don't have a stove that works.

Bobbcatt said…

Can you please send your contact information (phone, email and screenname) to me? I'll pass that along to SearsCares who will follow up with you directly. Thanks!"

Kinda sounds like someone wants to talk to you in private so we don't see what you are saying! Eeeek!

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Kinda sounds like JulieK  asked you to send your information privately so it wouldn't be posted publicly so everyone would have your phone number and email address....

they dont give you a phone number or a direct e-mail here,  If you dont like the moderator offered method, you can do the same by going to the searscares profile sending your info and click on the private box.

If more customers took them up on their offer they would be pretty busy with that and not other<cough cough>  things...

I'll have to agree baitedandswitched!

I had the same experience with my washer. They really do need more service tech's so the turn around time is not so LONG...Will they? NO..........it's all about money.....I agree we're spoiled in this country......a microwave is a luxuary..........Not sure if I would call a washer a luxuary.....I guess so, but the same thing would occur if your washer went out................wait 2 weeks, they show up, tell u what they think is wrong,,, order the part, schedule appt for 2 weeks later............so you're now a month without a washer................If the customer knew this would be the most likely scenario.............I guarantee you they would NOT get the master protection agreement.................I have all Whirlpool appliances and in 5.5 yrs...2 things have went wrong..........the washer/ replaced control board.....and the ice maker dispenser .......so I have been lucky. but I know exactly what you're going through original poster.........but it's not just SEARS............It's like that with ANY warranty....typically

unless  your dealing with cash and someone else... one month appears to be the standard.  Just make that part of your decision making when you purchase.

You are so right when you stated, I wonder how many MPA's you would sell if you mentioned the, nobody gets priority, up to 3 week wait for service and real world service expectation content Sears reps mention in these threads.

It really is almost laughable the double standard they promote.

That is why I feel the MPA is clearly misrepresented. I don't believe it's a small percentage of customers who experience this either but I do expect to hear all about the hundreds of completely satisfied customers and also the responses that accuse customers of wanting something for free and yesterday is not soon enough.

The problems continue and the helpers really don't always help, until it reaches the executive problem solvers.