Friday, July 27, 2007

I hope my baby looks like this

This guy is simply fantastic. I love him.

Monday, July 16, 2007

Sears / LG #7

So I called Sears today. I ended up on the phone with a pretty angry representative who didn't actually want to help me. She put me on hold for a minute, then all of a sudden the phone was ringing and I was on the line with someone else. I was unaware that I was being transfered, and this new rep didn't know anything about my situation. I asked what department she was in and she said that she handled "escalated service issues." I told her that this was exactly what I needed. Her name was Wanda. I told her the story of my washer and everything that had happened so far. She was pretty much appalled. She got on the phone with someone at the Sears store where we had bought the washer. She came back about 5 minutes later and told me that all I needed to do was to get to the store with my receipt, documentation from LG's servicer showing the attempts to repair and they would work on getting me a replacement.

Finally, someone wants to take ownership of this issue.

Saturday, July 14, 2007

Sears/LG #6

Received voice mail from Sears service department --- We don't service LG's. You'll need to call the manufacturer directly. They also left me the phone number for LG's service department. Awesome.

Friday, July 13, 2007

Sears/LG #5

  • July 13th---I call LG. I explain the entire story to the rep and end with, can't you just give me a new machine? Nope. We're not going to replace a machine that can be repaired. I tell her that if it was repairable, it should have been repaired by now. She puts me on hold. She comes back and asks where I bought the washer. I tell her Sears. She tells me that I have to call Sears. That they have an agreement with Sears that Sears will service LG units purchased from Sears. I tell her about how Sears told me that they don't service LG Products. "Well, they're going to have to." I asked her who was going to tell Sears that. She put me on hold again. When she comes back to the phone, she tells me that she has a rep from Sears on the line who will help me further.
  • I can't remember how many people at Sears I talked to that day. I was transferred around several times, a couple people were really concerned about the problems that I'm having, but couldn't actually help me, so they transfer me on. I get another rep on the phone (and after explaining everything again), she puts me back on hold for a few minutes, and then comes back and tells me that she's put in a service order and that someone will contact me within 24 hours to schedule the service appointment. I remind her that Sears has told me that they won't service the unit, so putting in a service order won't actually help me. "I'm sorry, but this is just the complaint department. All we do is log complaints." Nice. She transfers me off to someone else, and while I'm on hold, the call gets disconnected.
  • I call back and talk to a new rep. By this point, I'm sure they've got some decent notes in their system about me and my lovely washer. I ask to talk to a Supervisor. "Is this Tim?" I tell her yes, and she asks what the problem is. I talk about how the previous rep really didn't help me. We don't need service (cause Sears can't provide it). I need a new washer. She puts me on hold. After talking with her Supervisor for a while, they find a list of manufacturers that they service. LG is on the list, but it has a line through it with a note that says "we do not service." But then they find that The Great Indoors services them, and The Great Indoors is a Sears company. So all I have to do is set it up with them and I should be good to go. She gives me the number and transfers me.
  • At this point, I have to pass the phone to my wife since I have to get to work. She talks to them and they say that they already have a service order in for us (the one opened two paragraphs up). They'll call us by Monday 12pm to confirm an appointment.

Wednesday, July 11, 2007

Sears/LG #4

  • Stephanie calls me on July 7th (two weeks later...great overnight service) and tells me that the part has finally come in and they can come out on Wednesday July 11th between 10-am and 5pm. "You mean 1st call, right?" Well, she'd request it, but can't guarantee it.
  • Technician calls me on the 11th and says that he'll be at the house between 12pm and 2pm...Probably closer to 2 since he has 2 calls ahead of me. By the time he shows, I'm already at work. My wife calls me and says that it's fixed. He even ran a test on it where it zipped through all the cycles in 5 minutes. There were no problems with the spin cycle. Finally.
  • Molly calls me about an hour later. She was doing a load of wash and got the "UE" error code. I tried the system reset when I got home. No help.