Recall Fiasco

Several years ago, I replaced my old, decrepit, avocado-green dishwasher (GE, I think) with a Bosch.  I’ve been very happy with it — the stainless steel tub doesn’t stain or stink; it cleans the dishes spotlessly, without a lot of pre-scrubbing.

When teenagers are in charge of dishwashing, one needs a somewhat forgiving appliance.   Loading and unloading the dishwasher (one chore for Gamma, one for Delta) seems like an appropriate exchange for my feeding them on a daily basis.  I probably should make them take out the trash and mow the lawn too, but I’m sort of a softie like that. 

A couple of weeks ago,  we got a recall notice — something about a control panel that can overheat and pose a fire hazard.  The letter, of course, recommended in the strongest terms that we cease using the appliance until the repair was completed; I consented to only run the dishwasher when I was at home and awake, as a sort of compromise.

After all, it worked beautifully, and I do keep a fire extinguisher in the kitchen.  Just in case.

So last Wednesday (concurrent with a viola lesson in the living room, trying to work, and numerous phone calls), this guy shows up from Sears to replace the offending part, shipped directly to me from Bosch.  The planned half-hour fix seemed to take an hour and a half, but he did finish up in time for us to make our evening dinner at church (with me leaving early for a school board meeting).

On Thursday, we had a lot going on — supper was sort of a snack-as-you-go thing.  Friday night, Alpha came home from UT specifically so that we could take her to dinner at Magic Wok, so there were no supper dishes.  On Saturday I did actually cook for everyone (and collect what seemed like a month’s worth of glasses, spoons and bowls from Gamma’s sickroom), so I fired up the Bosch with it’s newly-repaired controller.

At the end of the cycle, the dishes weren’t clean.  The dog does a better job.

I ran it a second time, paying closer attention: it’s broken.   Really broken.  Like, no soap is ever released to the wash cycle, the "time remaining" display doesn’t come on at all through the whole cycle, and it doesn’t dry the dishes at all.

My formerly-perfect dishwasher is really broken, thanks to the goober that Sears sent out to "fix" it.

Naturally, I’ve called and scheduled a do-over, and requested that they send someone other than the guy who broke it to start with.  At this point, the best they can do is Wednesday… even though they broke it.  I’m not happy.

I love the dishwasher, but have lost confidence in Sears’ repair service at this point.  They broke an appliance that wasn’t broken to begin with.

I lived with a broken HVAC system for nearly a year; that’s not so bad.  Utility bills tend to get attractively cheap when you’re not bothering with expensive luxuries like whole-house heating and cooling.  But what I can’t live without are my washer, refrigerator, and dishwasher, and hot water heaters.

Clothes dryer and sewing machine run a close second, but I can survive without them (briefly) if necessary.

I can’t believe that the Sears dude broke a working dishwasher — especially given his obsessive attention to detial in ensuring that he had everything he needed (dual signatures, maintenance authorization number, etc.) to get paid for the job.

Here’s hoping they send someone competent next time.

4 Responses to “Recall Fiasco”

  1. on 01 Mar 2009 at 4:31 pm Joel

    You are suffering from an addiction to civilization.

    I’ve been hooked for years.

  2. on 01 Mar 2009 at 7:22 pm girlfriend

    Call back first thing in the morning, ask for the manager and tell them you WANT IT TODAY. Keep going up the line until they send someone because they don’t want to talk to you anymore. Sometimes calling the manager at the local store helps also.

  3. on 04 Mar 2009 at 3:13 pm girlfriend

    And do you have a dishwasher yet?

  4. on 04 Mar 2009 at 3:37 pm Netmom

    Finally, yes. The first guy just put in a wrong code or something, so I had to wait a week for a five-minute fix.

    And, with a sick child in the house, my hands are grateful to be out of the HOT water.

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