7 weeks and 1 day. That’s how long we’ve been without a working dishwasher. Two different appliance repair companies, four different repairmen, a total of six visits and three different parts replaced, and we have yet to have a working dishwasher. 7 weeks and counting…for a dishwasher. Not a rocket booster on a space shuttle...a dishwasher. 7 weeks.
On 5 Feb 19, after running the dishwasher and having it not drain twice, we filed a claim with 2-10. Very easy process, and the very next day, we had a repair technician at our house troubleshooting. Wow, how great is this?! The “celebration” was short lived though. The tech, after not doing much, diagnosed it as a faulty pump. The part was ordered and we wait. Several days later I got a call from the repair company admin girl saying they “received the part, but it fell apart when we opened the box”. Huh? Ok. So they had to order a new part, and again we wait. 17 days after the first visit on 23 Feb 19, the same tech shows up with the new part, puts it in and says all is good. When we went to use the dishwasher that night, it would come on for about 20 seconds, then just stop. Another issue; now it basically just doesn’t work at all. I flipped the breaker, selected different wash cycles; everything I could do and it continued to just come on and then stop. I advised the tech immediately of the problem. Several days later a different tech from the same company shows up to re-troubleshoot the issue and says a different part is bad. So they have to order the part…and we wait. Several days later yet a different tech shows up to put in said different “new” part, and come find out the part is clearly used, banged up, dirty and with tool marks on it. Clearly it was taken out of another dishwasher and re-used, so we turned him and his used part away. You don’t utilize used parts in a repair in this case. Among other things, this repair company, contracted by 2-10 orders parts from some backdoor parts place that gives them parts that crumble when you open the box, or else they’re used. I called 2-10 and explained I was done with that company, and they provided me a new appliance repair company. A few days later on 9 Mar a guy from the new business shows up and decides some other part is bad, so he has to order that part. And we wait again. Several days later right around 13 Mar after a good month and change has elapsed from when I first entered the claim, I get a call from 2-10 saying the parts were going to take a long time (“drain pump and interface board”) so we would have to wait even longer. Since it was all I could do at that point, I laughed and noted to the 2-10 rep then and there we wouldn’t have a working dishwasher before two months had gone by, at least. He assured me that wouldn’t be the case (turns out I was exactly right). On 21 Mar, the same appliance tech shows up and after helping himself to almost an entire roll of our good paper towels to sop up water, pops in said new drain pump and new interface board…tests the dishwasher and after fiddling with it quite a bit and the dishwasher still pretty much acting funny and doing what it did before, assures me it works. Once again, after he leaves, the dishwasher doesn’t work and continues to come on for a few seconds and stop. I texted the tech, and told him it doesn’t work, and he responded at that point the dishwasher is beyond repair and he would let 2-10 know immediately, and they would more than likely provide a replacement and I should hear something by the next day (Friday). Today is Wednesday, 27 Mar, six calendar days and four business days after the tech put in the “can’t fix” resolution and after calling for the 3rd time this week completely fed up and threatening to lodge a complaint on the BBB by the end of the day if I didn't get something, I finally got an email with the replacement offer. This was after being told it would take 24 hrs to get a response, which then turned into 3-5 business days because their process changed. So it was going to take another two weeks after the tech made the final diagnosis to finally get the replacement/buy out offer...let alone receive any money or a replacement dishwasher??? Unreal.
2-10 says in their terms and conditions they replace with a comparable as good or better model. Our dishwasher was an $800 Bosch, 53dba, hidden push button self latching model (shx4ap05uc/05). Our replacement? A $450 GE 62dba, rotary dial, with non-hidden buttons model and old school swing latch straight out of the 1970s with horrible reviews.(GSD336KSS). The guy from the replacement dept calls immediately upon sending the email, and figuring I didn't spec the replacement already, which I did, uses some line on me, proclaiming "it's a bit of an upgrade" LOL! Right...and they know it's far from it; he just hadn't expected I already spec'd it. I asked him to try to explain how this GE is an upgrade to our Bosch, and he couldn't, obviously. He tries to tell me they don't use the dba level as a standard, although if you price dishwashers anywhere, the price jumps the lower decibels you go. Dba level is a primary standard. Based on that, I was forced to take the buy out, and all said and done with the $100 service fee, am supposed to get $306 for our $800 dishwasher. What a great deal huh? Let's do some quick math: $440 for the warranty, $100 for the service fee, and I get back $406. I'm still in the hole almost $134 and still have to go buy a new dishwasher for $550, that still isn't comparable to our old one. Had we not had this home warranty, I could have skipped the 7 weeks with no dishwasher and hassling with repair men and 2-10, replaced the dishwasher with one from Lowe's within a day, and come out exactly even.
My advice is this: Do not use 2-10 Home Warranty, or you will be sorry. They are a business, and there to make money, not take care of you; it's as simple as that. They contract bottom of the barrel unskilled repair companies, but claim no responsibility for them, they DO NOT come even close to replacing with like or better items, and it takes them forever to get your claim done, which they also claim no responsibility for the time factor. If it takes a year it takes a year; makes no difference. Thank God it was only a dishwasher, and not something critical like a stove, fridge or HVAC unit. Think about that one.
If you want to have a warranty, use Squaretrade to warrant specific items for dimes on the dollar. I had a 49" 4K TV go out once, and within a couple days I had an email that offered me a choice of three TVs...they were clearly as good or better than the one I had. I made my choice, the TV was delivered very quickly, and the TV is great and working to this day. We made iPhone claims with Squaretrade; again fast, great service and the phones were flawless, despite the fact they give you refurbished ones as part of their terms and conditions. We were blown away and really thought they were brand new. I can't say enough how great Sqauretrade is or how my experiences have been.
Bottom line if you think you're getting some piece of mind and some easy great process with 2-10, think again. That's all your getting, is the illusion of peace of mind, security and saving money. 2-10 gets a lot of business from real estate sales. Many probably don't renew, but there's a revolving door of new customers as houses are turned over, so they don't need to make sure you're happy. But for those thinking about becoming new customers, or renewing that haven't had the pleasure of making a claim, you are far better off going to buy a replacement item yourself, or fixing it yourself...and I would venture to speculate that's what they hope for as well when you get fed up enough, and you will. Save your money and put it away for repairs or new items; you'll be glad you did. I won't be renewing with 2-10, nor would I even use them again for free...that's how painful it is dealing with them.
A $440 warranty policy and paid $100 service fee bought us 7 weeks and 1 day without a dishwasher, only to get offered some bottom of the barrel $450 GE replacement or $406 cash for our $800 Bosch dishwasher. How great is this company? Don't take my word for it though...have a go with 2-10; just get ready for a lot of pain and next to nothing in compensation if you hate yourself enough to make a claim with them.