Sears Appliance Repair A&E Factory Service 3 Attempts to fix a simple water leak from a drain hose Richmond, Virginia

11th of Dec, 2011 by User297835

A&E has been out to our home 4 times to fix a simple water leak, 2 times to diagnose the problem, and 2 times to actually make repairs. At the first service call, the technician did not take the time to correctly diagnose the problem. In fact, he didn't even have a flashlight that would have enabled him to see the inside of our front-loading washer. Consequently, he ordered nearly $500 worth of parts that he did not need and did not fix the problem. A few days later, we discovered the washer was still leaking water. We called and scheduled another tech visit. This time he had a flashlight and quickly discovered the leak was coming from a small crack in the drain hose. He ordered the hose and returned a week later to install it. This time we felt like it was finally fixed. A few days later when we washed clothes for the first time since the repair, we notice even more water than before coming from under our machine. I quickly noticed that the leak was now coming from the drain hose, but this time it was from behind the washer. It appears that the hose was too long and the technician bent the hose to make it fit which caused the hose to crack and leak. It gets better... Now, I call to tell Sears what's going on and they run me around through countless phone transfers and wasted time. Their solution is for me to wait until the end of the week for the technician to come back out and then wait yet another week for the part to be delivered to our home. They have no escalation process for errors made by their people and the consumer is forced to deal with it. Absolutely no consideration has been given to us for all of our frustration and wasted time. This is by far the most unacceptable customer service that I have ever experienced from any company.

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