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We bought a Kenmore washer/dryer set from Sears about 7 years ago with an extended warranty. Front load washer broke down a few weeks ago.

Called Sears for extended warranty service and repairman came out and said it was not worth fixing and we were entitled to a new washer. BUT, because the serial number on the washer was placed ingeniously INSIDE THE DOOR and therefore rubbed off, the whole warranty was null and void. We called and spoke to 6 supervisors who could not do anything and we were charged for the call.

SEARS POLICY: SERIAL NUMBER MUST BE ON THE MACHINE. Obviously this is a problem with Kenmore's product development as well but Sears just lost a loyal customer.

Monetary Loss: $400.

Company wrote 1 public responses to the review from Jul 05, 2013.
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Sears Response

Dear Anonymous,

My name is Brian and I am part of the Sears Social Media Escalations team. We are truly sorry for all the trouble you have encountered with your Kenmore washer. While it is true that the serial number is needed to verify that the unit is covered under the protection agreement, we’d like the chance to see what options we have available to help with this situation. Please send the following information – contact #, s the screen name that I have assigned you (Anonymous426391), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,

Brian S.

Social Media Moderator

Sears Social Media Support

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