Caveat Emptor!

               As you know, I’ve had my share of challenges with companies – window installers, contractors, cable companies, and the like.  In this day and age, so much of “service” is an automated calling response (that never seems to understand your problem or question), or being put on hold with elevator music and occasional reminders that “your time is important to us” (all evidence to the contrary).  I thought I had seen, heard, and experienced it all.

               I was wrong.

               This week, a dear friend told me of an experience in which they are immersed that boggled my mind.  I hate to confess that, although it is in no way humorous, I laughed.  It was that ludicrous.

               First, it starts with a purchase for service on a number of appliances that they obtained upon buying those appliances.  For many years now, they have been renewing (at a cost of ~$500 a year) this service warranty.  It guarantees all service calls for any appliance issue, with a mere $100 deductible.

               Sounds reasonable, but wait for it.

               A month or six weeks ago, the lid to their washing machine broke.  A repair man arrived, collected their $100 and said it was easily fixed with a part that he would order immediately.  That part should arrive in 4 or 5 days.

               Said part did arrive, and it came to their house with a repairman and his “apprentice.”  My friends left them to install the new lid clasp.  Fifteen or twenty minutes later, they went into the laundry room to see what the progress was.  I mean, installing a new lid hook (in my opinion) isn’t a huge deal, right?

               What they found was that the lid was off the machine.  So was the back, which meant both sides had fallen away.  The pump was out on the floor, with several other parts.  I confess, this was a bit alarming, but this is when I started to laugh.

               My friends indicated that the entire machine, including the lid, was re-assembled after an interminable amount of time.  This is when they began to think that the “repairman” was not the best choice to have an apprentice.  They were more right than they knew!

               Happy to not have to go to the Laundromat another time, they used their washer a few days later.  The lid stayed shut.  The washer began to leak water all over the floor!  They stopped the load, removed it, and headed to the Laundromat, first contacting their “service” provider.

               This provider sent a second repairman out to check into the issue.  He appeared to be competent!  He informed them that he could see the problem and could easily fix it.  He also said this was the “third time” he had had to clean up a mess made by the first fellow.  He called his supervisor to report, and then informed my friend that his supervisor wanted “the first guy” to return and fix his own error.

               I already knew where this was headed.  My friends were headed to the Laundromat indefinitely.  And the first “repair”man?  He was scheduled to come on Thursday, but didn’t show up.  Then for Friday and no show.  Saturday?  Nope.  Monday?  No show again.  They aren’t sure when, if ever, he will return.

               Oh, and the service time “window?”  Apparently, it’s more like an arboretum.  The window to be available is 8 a.m. – 5 p.m.  My friends are out $500 for the agreement, $100 for the service call, $100 (so far) for the Laundromat, and have to stick around their house all day for someone who isn’t showing up.  When they call?  They get the automated response program, not a real person.

               It might be easier, faster, and cheaper to get a new washing machine. Certainly, it would be better for their mental health!