Thornton, Colorado
With Company response Not resolved

Called Sears late July 2013 for service on washer. Computer board not working again causing washer not to spin/drain.

Tech ordered replacement part (4th/5th elect board). Sears came back 3 wks later & installed the new part (August 2013). Washer quit working 09/19/13. Called Sears re service.

Sears said service tech not available til 10/19/2013. Can take 2/4 wks post 10/19/13 for Sears to install new part. Therefore, no washer for approx 2 mos. Asked Sears about replacement washer since same part keeps failing.

Sears said service tech to make determination on 19th. Sears will not provide rental washer. Not acceptable since its obvious we purchased a lemon. Sears is understaffed.

Asked for a tech sprvsr to come out before 19th so parts could be ordered/arrive pre 19th. Sears said no. Sears needs to honor maintenance agrmnt & replace washer. Not acceptable to be w/o a washer for 2 mos.

We pd for maintenance agrmnt. Sears needs to stand behind washer/maintenance agrmnt sold me. Asked Sears to call another appliance co to fix washer since Sears can’t. Sears has not responded.

Was told if not happy with their service, they would reimburse me the money for the maintenance agrmnt.


Sears need replace lemon washer sold to me.

Monetary Loss: $800.

  • Sears Maintenance Agreements
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They don't care...they are going bankrupt and have much bigger problems.

You will probably either have to have yours independently repaired or buy a new one, unfortunately. If you keep insisting they will just hang up on you or ignore you.

Don't bank on these "Sears don't Care" team. They are not doing anything for anyone either.

Good luck

Sears Response

Dear StevieMcMillan,

My name is Susan with Sears Social Media Support Escalations team. I found your post here and would like to offer our sincere apologies that your washer is not working again. We'd like to offer the assistance of a dedicated Case Manager who can attempt to get a sooner service date for you as well as follow the repair until it is completed to your satisfaction. In addition, they will look into your case further to see if your washer can be replaced under your service agreement. You should also be able to receive a rental washer under your agreement which will help with your laundry needs until a technician can come to your home and confirm that your washer is having the same issue as before. We certainly understand how frustrating and inconvenient it is to be without a working washer. We value you as a Sears customer and want to make sure that everything thing that can be done to help you is being done.

At your convenience please contact our office via email at and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (StevieMcMillan) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support