Laundry washer installation
We moved the current house the end of September this year, 2013. Since the previous owner took laundry washer and dryer, we bought new one from Sears.
This moving was a lot of problems for appointments for delivery / installations. This laundry stuff delivery installation was one of them.
Delivery:
Originally, we expected to have the washer and dryer before we moved in. We bought them about 2 weeks before the actual moving in date and arrange their delivery. We supposed to get a phone call to get 2 hours time window for the delivery a day before the delivery day, however, we did not get it.
We called Sears customer service number, it was busy day and we had to wait close to 30 minutes to get an operator. It seemed the arrangement was really messed up and the call drops in the middle of the conversation and started over again a couple times. Then, the first delivery was only washer and we needed to wait for the dryer another several days.
That was a story for the delivery.
Problems:
Anyway, we got the washer and dryer a few days after we moved in. However, my wife found that a thing that closes after washing is always hot even if we set "cold". We tried to check the water line connection, but it was too close to wall and it was not easy to read the characters on the back of the washer. So that we just using the user's manual to check the hot / cold water location and we thought they were all right.
After a couple weeks, some of closes for my wife were sensitive and we tried to check the water line connection again. This time, I used a digital camera to take some shot to read the characters on the back. Finally we found that the water line connections were reversed.
Correction
I tried to loose the water connection just by hand, but it was too tight and I could not disconnect the water lines. I did not want to damage the washer and tried to Sears to correct the installation.
So that I called the customer service again.
This time was really worse. First of all, the call was transfer to the other department again and again more than a several times. Also, the call dropped a couple times and started over again. The problem is they did not have any record what we talked in my account. Therefore, I had to explain the same thing again and again. Finally one operator helped to arrange a service but it was about 2 weeks away. I said we could not wait such long for the simple correction and I tried to push him to get it done earlier. The person really helped to get a person who was actually scheduling the service, then she would give us a better day, but she needed to call me back after the arrangement. She told me I would get a call with detail time slot within 48 hours and the call was hung up. But I did not any thing.
I called the customer service again and it was the same the call was transferred again and again. But it seemed there was no record for the arrangement. But the last person arranged it a Friday in the same week. A day before, I supposed to get a phone call for the 2 hours time slot. But I did not get it again. The person gave me a phone number, I called that number, but the operator told me there was no record for the service. Then asking to call a local store. I called the local store but it was before the business hour and the call was transferred back to the central customer service again and actually no body helped me to arrange the correction service.
I was really frustrated and I did not want to go through such long customer call process again. It took really long time and it does not help anything. It is really wasting my time. I decided to correct by myself. I used a tool to loose the connection and swap the hot / cold water line. It was done within 10 minutes.
That is the story for this installation. I could not really believe what happened to us. The professional people who deliver the washer and dryer could not install them correctly. It was really simple mistake. Then, the customer service is really bad. They told me that there is no reference number or case number to check the record later. They just gave us not right phone number for the service. The call was always transferred to the other department. Then, the call could drop in the middle. Even I asked a number in case the call was dropped did not work.
This time, it was not really complicated thing and I could take care of it by myself. But if I could not handle the case, I am not sure what I need to do.......
This is not only thing, but also I had a very bad experience with Comcast as well........
A good thing is everything fixed now and I do not have to worry about anything for now..... But I do not want to go through such things again.
