I recently submitted this information to the BBB regarding an ongoing saga for our under warranty washer. The companies involved are our local Hometown Sears (partially to blame since they picked this company to service their warranty) and Factory Warranty Service Inc., out of Elkins, WV. If you read their reviews on the BBB, Yelp, or Google you'll see a pattern.
Usually I fix everything around here myself but since Nicole did get the warranty I thought I'd have them take care of it. We are now nearing 6 weeks since I made my initial call about our washer, in a home with 10 individuals, it's getting stinky here....
Warranties may be good in some situations but in my experience they are costly in both dollars and time. Here's the situation thus far.
Something told me to document from day one so I did:
6/23/2021 - Called Sears for with information about the issue with our washer. Was told to expect an email with service date and details.
6/28/2021 - Wife received a text with service call date.
6/29/2021 - Wife received a text asking her to disregard the service call date and that she needed to call Factory Warranty Service to describe problem and have model # ready (all information I provided in original call)
7/01/2021 - Called number and described problem. The woman who answered the phone diagnosed the problem over the phone by the sound I described. She ordered a part and asked me to call back when it arrived.
7/02/2021 - Part arrived. Tried calling at 3:34 but they were closed.
7/05/2021 - Called but the scheduler was out to lunch but promised a call back - no call back.
7/06/2021 - Wife called - scheduler was not available but promised a call back - no call back.
7/07/2021 - Called and left a message
7/08/2021 - No call back
7/09/2021 - Received a call and scheduled a service call for Monday July 12th around 5 pm
7/12/2021 - Tech arrived at 5, couldn't fix because the parts the woman ordered were not correct. Tech ordered more parts and asked me to call when they arrived.
7/23/2021 - Called to verify parts were ordered since we had not received anything. Assured that the parts were ordered.
7/27/2021 - Two weeks since parts were ordered, still nothing.
7/29/2021 - Parts arrived, called company and left a message.
7/30/2021 - Company called to schedule a tech for Monday 9/2/2021 (now over 5 weeks without a washer)
9/02/2021 - Tech arrived at 10:30 spent a half hour taking washer apart. Said the parts the other tech ordered weren't correct and that he needed to order another part.
9/06/2021 - Part arrived via UPS. I'm 99.99% sure it isn't the correct part. Will wait a couple of days into next week to see if more parts arrive. (will be 7 weeks without washer on 9/13/2021)
9/28/2021 - Called company, said part was back-ordered may not be in until sometime in October.
11/23/2021 - Called the service location, no answer. Posted a review on Sears Hometown FB page. Did get a response, we'll see if it goes anywhere...
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