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Sears washing machine (lack of) service

1.0
Details
On August 22, 2014, our 4-year old front load washing machine (with which we had also purchased the service agreement) stopped working. We called the service line, and booked an appointment for a technician to diagnose. Said appointment was kept, and the tech determined that a new main PC board for the washer was required, so he ordered the replacement part (estimated to take 10 days to arrive). After 2 weeks, the part was in stock, and the tech called to come & make the repair. On his arrival, he discovered that the part sent was incorrect for the model/version of our machine. He then ordered a REPLACEMENT replacement part, which they said would be "expedited", as it was now close to a month without our washer. That part arrived, not without an extra bit of hassle. Apparently the part was shipped to the wrong service tech, who operates out of a city an hour away. Our tech had to meet the other tech to pick up the part from them, before he could come to our home. Once the part finally arrived here, it was installed without incident. The technician turned on the machine, verified that it seemed to power up fine, and then departed. On going to try and do some laundry, we discovered that the problem really wasn't resolved. The PC Board might have "fit" in the machine, but it is obviously programmed wrong (or for a different machine). Turning the *** or pressing the buttons on the machine makes arbitrary lights illuminate, and there's no apparent correlation between what settings are being made versus what lights are on. For example, pressing the button for "soil level" makes the light next to "cycle signal" come on. We called the service line once again, to schedule another appointment. A new service technician was sent, who essentially scratched his head & said "huh...that can't be right...I've never seen that before...". A third PC Board was ordered, expedited, and said would be here within a couple days. It's now closing in on 2 weeks since that occurred, so I called the Service Line again to find out what's up. I just got off the phone with them, and I'm told that the part is being shipped directly from the manufacturer and should be here "sometime next week". I guess we'll see about that... I'm no math genius, but 8 weeks, at an average of 8 loads/wk, at say, two bucks/load at a laundromat to wash (plus at least that again to dry, since hauling wet laundry home is rather bothersome at best) is probably not too far away from what this washing machine cost us to begin with.
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3 comments
Joaquina
#910631

It's now been close to 11 weeks since our washer died. Sears contacted us recently with an offer to buy out our machine, stating that the part required was unavailable (or more accurately, they were "unsure when it would become available").

Sadly, their offer was only $400 -- against an appliance that's half of a matching set that cost $2500. To top it all off, their offer was for Sears credit -- not cash.

At this point we've declined their offer. We're certainly never going to buy a replacement from Sears, and absolutely we'd not be able to get anything for four hundred bucks!

Anonymous
#888125

Einstein

Have you not seen the previous reviews of SEARS and A&E service? OMG.......when are you people gonna wise up and stop buying from this company........you get what you deserve

Anonymous
#909687
@Sears Tech

the call center is just as bad

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Review
#548942 Review #548942 is a subjective opinion of poster.
Cons
  • Time to resolve
Reason of review
Poor customer service
Loss
$500
Preferred solution
Let the company propose a solution
Tags
  • Sears Service Agreement

Sears review: Dryer warranty not honoured

1.6
Details
Had bought a dryer at Sears, just before the warranty ran out the thermostat broke. It was fixed, but broke again in just 3 months, but should have been covered by the warranty. A different guy came out intent on selling us a service plan. When we heard a huge banging sound, we discovered he did not bring his drill and was attempting to knock the outside casing off. He told us after the repair that the warranty was no longer valid because he thought the thermostat was breaking becasue our vent had excessive dust in it. Dryer broke again before he got to the end of the road. Turns out the vent had no dust (my house is brand new), Sears did not return calls or respond to any complaints.
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Review
#548836 Review #548836 is a subjective opinion of poster.
Service
Sears Repair
Cons
  • Service
Reason of review
Poor customer service
Loss
$600
Preferred solution
Bad service tech needs training, had to but another dryer from elesewhere

Sears review: Kenmore elite refrigerator, expensive and garbage!

I too bought this refrigerator for an astronomical cost. As soon as the year was up it started breaking down, freezer thawed, all sorts of errors. Sears sucks. They wanted $400 for a one year warranty! I agree with others, I went my entire childhood with one fridge, the only reason after 25 years that my folks replaced it was due to style.sears makes garbage, I'm sad I saved for a year for so long for me "dream refrigerator" I refuse to even let them repair it, rather use a local, honest repairman. Most of the times they just unplug and replug. The latest is the ice maker, which sadly controls the water and ice... 16 months in... Absolute garbage. Don't buy kenmore. They make it so it breaks and you pay for repairs. Even the water filters are ridiculously expensive and need replacing every 3 months. Stay away.
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Review
#548748 Review #548748 is a subjective opinion of poster.
My wife and I purchased a bed/boxspring for 463.21. on Friday,of course,went to purchase groceries and our card was declined.went to the bank and was told that sears had put in the same charge twice.the charge could not be removed unless the "MERCHANT" removed it. we...
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Review
#548557 Review #548557 is a subjective opinion of poster.
Product
Sears Credit Card
Reason of review
Poor customer service
Loss
$463
Preferred solution
Full refund

Sears review: Review from Madison, Wisconsin

The exploding glass door bubble syndrome just happened to us, too. Ours had been sitting idle for over 2 days when I heard a loud crash in the basement. Being the only one home at the time when it happened, it took me a while to give up on looking for an exorcist before researching more rational explanations. It comforts me to hear I'm not the only one. Unfortunately, I am not the only one with nightmarish customer service from sears. It's been almost a month and still no answer from them on when a replacement door will arrive. Their only response is that it is still on back order, like that helps any. They've also told us there's no way in *** they're going to replace the washer. I didn't even press down that road. I only suggested that maybe a local store could give us the door off a new one, and sears could refurbish it later. "No way" was their answer. With the door being right at face level for my 5 year old, this makes an exploding glass door that sends jagged shards of glass all over the place a potentially deadly safety defect. You'd think they'd put a higher priority on going outside their usual customer service box to make things right. It's not like I'm looking to file a lawsuit...yet. After all, nobody was injured by the explosion. But God help sears if my son had been hurt, though.
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Review
#548051 Review #548051 is a subjective opinion of poster.
Service
Sears Replacement

Sears review in Los Angeles, California: $500 Installation Fee for a $400 dishwasher

3.4
Details
I bought a $400 dishwasher, and paid $250 In-Home Support, Dishwasher Installation, and Haul Away Old Unit service at the store. Then the installation company (ATI Installation) came to install the unit when I was not at home. My wife was at home but she did not know I paid for the in-home support. ATI charged $255 to install the unit!!! What was not included in the $250 In-Home Support which I paid at the store!! We ended up paying $500 to install a $400 unit. Does that make sense???? Sears should terminate this ATI Installation and immediately refund the money.
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1 comment
Anonymous
#892694

The $255 was probably for additional plumbing and electrical work not covered by the basic in home service charge. On most installations, depending on the age of the old appliance, additional installation costs are very prevalent and clearly written out on a change of specification form.

All of this information should have been made available by the sales person when you were purchasing the dishwasher.

Please call ATI Installation at 818-837-3430 ext. 234 for additional information.

Review
#547809 Review #547809 is a subjective opinion of poster.
Service
Sears Installation
Pros
  • Warranty
Cons
  • Installation contractor
Reason of review
Problems with payment
Loss
$255
Preferred solution
Full refund

Sears review in Chicago, Illinois: Basically I paid $251 for service and schedule 4 appointments where only twice technician showed up. Refrigerator is not repair yet after 5 weeks. Food loos has not been taken care.

I have purchased Kenmore refrigerator in 2011 and that is my biggest mistake, it start giving me some issue in 2014 only 2 year after and again I trusted company going down with unhappy customer and paid $251 to get one year extended warranty. Last Wednesday ( September 10th) technician came out and did absolutely nothing but ask my tenant to monitor temperature and schedule repair appointment if temperature above 40F which I did, last Thursday I made an appointment for today ( Wednesday 17th) and I received conformation call from sears day before but no technician showed up or call until 3 PM. So I called to check status and after talking to non-speaking English and rude sears employee I learned that no technician available to come today and no appointment available until next Wednesday ( September 24th) and that too no guarantee of technician available. I wasted my half day to wait for technician. Technician arrived 24th September on Wednesday and he was the worst as he said he does not trust thermometer which is measuring temperature and yelled me for asking any question. Then I received call from executive office to schedule more expert technician on 10/06 that arrived at wrong address instead of property where refrigerator is. I call customer service and they have yet to schedule any appointment. Basically I paid $251 for service and schedule 4 appointments where only twice technician showed up. I have more than $200 of food loos and wasted my time on call with rude customer service. As per service agreement if Sears cannot repair they should pay me $500 voucher and food loos is part of agreement. I am looking for $500 for replacement and $200 food loss. So far they denied to give me anything instead I received email that they I owe them $40.
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Review
#547213 Review #547213 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service
Loss
$700
Preferred solution
Full refund

Sears Post-Purchase Customer Service and Master Protection

WORST post purchase customer service EVER. Takes forever to get through to a representative and when I do they mangle English and I can barely (if at all) understand. They don't listen, they can't (or won't help) they are unsympathetic and have horrible customer service skills. I have been disconnected, interrupted multiple times, transferred when it's not called for, given numbers to call and when I call them they are not valid numbers. I will never buy an appliance from Sears again - which is not a reflection of how good it is but the frustration that I feel when I try to do anything with repair or preventative care. This experience could be hazardous to your blood pressure health. :(
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Review
#547128 Review #547128 is a subjective opinion of poster.
Service
Sears Repair
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
I purchased from Sears an extended warranty plan on both a refrigerator ($220.00) and range ($195.00) with the promise that if the extended warranty was not used it would then be refunded (in store credit) to me at the end of the warranty period. The warrantees expired...
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2 comments
Anonymous
#886478

Thanks for the intel. Bad situation but a good review. They should know better.

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Review
#546783 Review #546783 is a subjective opinion of poster.
Product
Sears Protection Plan
Reason of review
Liars, Crooks & Fraud
Loss
$660
Preferred solution
Full refund

Sears review in Livermore, California: Service and Warranty

I bought a fridge, range with oven and a dish washer from Sear Outlet in Hayward 2 years ago. I also bought the 5 year warrant on each unit since the sales person told me that any damage to the products would be covered. Quote "It doesn't matter if it is your fault of not. If its broken the warranty will cover all parts and labor" It has been 1 month trying to get the service people out to take a look at the range and dish washer. I made the appointment, set the time and waited, I get a call saying they don't have enough time to come out and we need to reschedule. OK no problem 2nd appointment the driver becomes sick, 3rd appointment complete no show. I call sear customer support and I tell explain the situation and I am told "we have no history of your call or appointments. Please make an appointment" I go into the Hayward CA store where i bought the equipment. The Manager tells me he will call them see whats going on and will get this resolved for me. In addition, he tells me that the sales person was wrong for telling me all parts and labor is covered and i would have to pay for anything that breaks and he cannot do anything about that. He call me today and give the 800 number to Sears and basically says good luck. Oh yes "Since its has been 2 years the store cannot do anything for you now you have to deal with the service people" Just Beau-Ti-Ful Sears, screw over your customers. Service people no show, Store passes the buck, and the corporate must be a complete joke. I will make sure to let everyone I know not to buy the warranty from sears or even buy a single product from them either. An i will make sure to close my credit cards, my sisters credit cards, and my fathers credit card.
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Review
#545921 Review #545921 is a subjective opinion of poster.
Product
Sears Credit Card
Reason of review
customer service, warranty coverage, repair service.
Preferred solution
Full refund