VERNON HILLS, ILLINOIS -- We purchased a dishwasher from Sears about ten years ago and had trouble with dishes not being clean (dried food on them after washing) and soap not dispensing on many occasions. We would phone them about the issue, a service representative would come out and tell us that we were packing it incorrectly or not running the sink water to get it hot enough before turning on the dishwasher and finally that our troubles are due to the fact that we are on a well/septic system which he felt wouldn't produce enough force or power inside to clean the dishes properly.
Time after time we would have the same 2 or 3 reps out with the same responses to the same issues. We quit calling and we began rinsing nearly everything off and running the load even when not completely full. We finally decided that enough was enough and went shopping for a new dishwasher. My husband feels very loyal to Sears and we returned to the store where the salesperson wanted to sell us a dishwasher he claimed we would be very happy with that cost nearly $1,000! I told my husband I would look elsewhere.
We purchased from H.H. Gregg after a good sales experience, only to find out that due to our electrical hook-up we needed a dishwasher with an "open bottom". H.H. Gregg was unable to help me since I needed a "white" finish (which apparently now costs more and/or not an option). I went to Best Buy and they had a dishwasher that was installed and after 3 weeks we had smelly dishes because the inside was not dry on the stainless steel interior. It turns out that they dry with heat coils and no fan. We ended up back at Sears to purchase a dishwasher with a plastic tub, heat and fan dry in white (which I had to pay more for).
Installation was set up, a voice message was received on a home line which I told them specifically NOT to use and to only use my cell phone number. I was asked to phone back to verify the installation. I phoned back, only to be able to leave a voice message - I left a message explaining that the time was a little late as we had to leave for a meeting in the evening and that I needed them to phone me on my cell phone, which I repeated several times. I said I would prefer an earlier time but it was fine if installed in time to leave at 5:30.
I tried phoning the installation service a couple of times during the day and no one answered, only the ability to leave a message. We were at the house the until 5:30 and no one phoned or showed up! I phoned the store around 5pm (our installation window was 2-5pm) and no one answered in the large appliance department and we left a voice message for a manager.
We still have not heard from anyone (8:30 am the next day). My husband got through to someone in the department around 5:15 and he told us he would check into the installation issue and phone us back -- again, still not a word. We have an opening in our kitchen where a dishwasher should be and are very unhappy. Meanwhile, I have taken much time off of work for each service call, install, uninstall and no install. ABT - here we come; hope you are ready to accept our business!
CALGARY, AB, CANADA, ALASKA -- Our problem started One and a Half year ago when we purchased 4 household appliances brand Kenmore from Sears with an extended 5 years warranty. Almost 2 months after the purchase, we started witnessing issues with the Dishwasher. It used to stop working, 2 to 3 days at a time then resumes. A service call was logged with Sears and they sent separate technicians for three consecutive times and they couldn't located the source of the problem.
We were asking them to send a technician as fast as possible in order to witness the dishwasher malfunctioning, but we never got any technician in less than three days. Then my husband went to Sears where we bought our appliances and spoke with the floor manager and complained on how the approach for repair was being conducted and clarified how frustrated everybody at home were since we are a family of 7 and the amount of dishwashing that we had manually to endure while no hope for fixing the appliance was apparent in the horizon.
Thereafter, we were sent a senior technician who was able to successfully diagnose the problem and identified that it has factory problem and requires new one. During his visit, we had him inspect as well the fridge where he found out that the internal back side of the fridge, which was made of plastic, was torn and thus exposing the internals of the back of the fridge.
He advised us to request a replacement of the fridge as this damage is not replaceable. Then he called the repair line to report his findings and request a replacement. He was shocked to hear back that this damage is not integral and is considered cosmetic and that they will send somebody to glue the torn part! Months passed after that and a technician never came by to glue the back side of the fridge.
We went later to Sears and bought a brand new dishwasher instead of the ailing one we had. We did not get the same level of discount that we got when we bought more than appliance in the past. We also paid for the cost of detaching the old dishwasher and connecting the new one. Two weeks later, a porter from Sears was at our door to carry the old dishwasher which he couldn't do since Sears failed to send a technician from a different team who is responsible to disconnect the old dishwasher and connect the new one!
Few months later, the dryer stopped working and was issuing a loud noise when activated. After placing a call with Sears repair, they sent me a technician after one and a half month and fixed it. He also gave me some tape to use it on the back panel of the fridge. When I asked him to apply the tape himself, he replied that it is not his job!
Next, was the turn of the dishwasher again to break. The rollers of the upper tray were broken, so we couldn't use the upper tray anymore. After bitter discussions on whether this should be under warranty and multiple calls and escalations, we finally got a technician visit scheduled. One month later, the technician came with the wrong parts. We had to wait an additional month and a half until the rollers were ordered and a technician come over to finally fix the rollers. Practically, we were not able to use the dishwasher upper tray for a total of three months.
By the time the technician came over to replace the rollers of the dishwasher tray, the dryer started experiencing some malfunction. So, the technician inspected the dryer and diagnosed the problem being with the thermostat and proposed a booking after one month to get it fixed. So, I called Sears Home appliance repair line and complained on the length of wait, and the reply was that they needed three weeks to order and receive the required component. So, I said "what should I do for a month until it got fixed and the reply was"
HOFFMAN ESTATES, ILLINOIS -- The upper rack adjustment lever of my dishwasher is sagging because the spring retainers on both sides have snapped off. The machine was purchased 15 months ago, there is a two year warranty on parts. I spent almost two hours today in one phone call and three chats when I was given another phone number to call. I'd had enough at that point, I went to the parts site and ordered them myself. The total price was $62.42, the time I wasted trying to get parts under the warranty was more valuable to me than that.
TEMECULA, CALIFORNIA -- Bought Kenmore elite dishwasher in 2010 after a short time wheels on upper rack started breaking, wanted to bring in rack to get repair parts but was told parts would be free but we had to have a service man out thus service call charge. My husband is a licensed maintenance engineer and was willing to repair it but couldn't get the parts that were under warranty without service call.
We just decided to Mickey Mouse it together until it dies which does not seem to long as I am already having trouble with the board and having to unplug it and then plug it back in to reset it. Pretty poor service for a dishwasher that costs us almost a thousand dollars. Never going to buy at Sears again will take my husbands advice and buy a Bosch or [Asko] dishwasher next time. Built in Europe better quality sadly said.
WAUKESHA, WISCONSIN -- We just bought all our kitchen appliance and the salesman was great till we got to the installation of our microwave and dishwashers. When he walked in try to cheat us from the beginning. He said I have to pay extra for haul away and it was paid already. We had to call Sears and went smooth. Then when he was installing the microwave he didn't cover the range stove and dropped the microwave 3 time on top of the stove which it dent the stove from 3 places and chip it.
He saw it, never said anything and we didn't notice till after he left. Then he installed the dishwasher and in purpose he left a hose out so we could call again. So he can come and get paid again since he is the only one in this location (he mentioned it). After he left we had to change the range then we had to call for six days to try get someone to come again and install the dishwasher because we don't want the same installer. In the phone they assured us it's not him coming again. Then after three days calling non stop we got him back again. We will never buy or install anything from Sears again not because of their product just because of the subcontractors.
My name is Liz and I am a member of the Sears Cares Escalation Team. I came across your post and wanted to express our apologies for the troubles you have experienced with the installation of your dishwasher and microwave. It sounds as if we have let you down on just about every level imaginable and would like to offer our assistance. We would like the opportunity to speak with you to ensure your situation is resolved quickly and to your complete satisfaction. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (ssahoya), to firstname.lastname@example.org. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Social Media Moderator
Sears Social Media Support
HAMILTON -- Ordered 6 appliances from Sears and took delivery 3 days ago. The delivery guys left the washer blocking part of my kid's bedroom. They said they couldn't hook it up because of a small lip enclosure for the water in case of a leak. How do other homes get theirs installed??? When the installer came the day after, he found the dishwasher was bent because the delivery guys had dropped it!!! Buying from Sears has become a nightmare!!! They think they're saving a few bucks by hiring 3rd party delivery companies, but they will lose major $$$ down the road from bad experiences like this one.
If I won't buy from them again, neither will my friends or family in the future! Thanks Sears for the major turmoil, headaches, and frustration you've caused for me and my family! I will never, ever, EVER purchase another appliance from your stores again! Furthermore, I was planning on purchasing $5,000 worth of window coverings from Sears, but that has now been scrapped! I will take my hard earned money elsewhere!
We apologize for any inconveniences you've experienced with your recent appliance purchases. I can understand you being upset with the situation. We would like the opportunity to get you in touch with a dedicated case manager to discuss this situation and address any concerns you may have. If you would like to discuss this situation further, please send the following information – contact #, screen name (vinnyfast), phone # used at time of purchase to email@example.com. Again, we're sorry for any trouble we have caused and we hope to talk to you soon.
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Sears Social Media Support
QUEENS, NY, NEW YORK -- Our dishwasher caused a leak in my neighbors apartment. Sears sent a tech who removed the machine, and replaced a recalled part, we were not notified about. This was the first issue. This tech. didn't replace a screw which holds the machine securely in place, but replaced the screw cap instead. This was the second issue. The machine wiggled out from under the counter and Sears was called again. This technician stated we needed a piece of wood to secure the screw and that he could not help. This was the third issue.
Sears home repair was called again to no avail. Sears Installation escalation department stated that they didn't see a need to send out an installer to fix what Sears created. (I still have this voice mail) This was the fourth issue. And, Yelp.com now has my review on Sears service. When I discovered My3cents.com, I emailed
My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that you'll be contacted by a dedicated case manager who will help resolve your issue. We're truly sorry that you are having difficulties with your dishwasher service. We understand your frustration and would be more than happy to offer the assistance of a case manager to help resolve this issue. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name used to post on this site, to reference your post (capell2b), to firstname.lastname@example.org. We look forward to speaking with you soon.
Social Media Moderator
Sears Social Media Support
SAN DIEGO, CALIFORNIA -- I purchased my Bosch dishwasher about five years ago from Sears. It broke down within a few months and was immediately repaired by Bosch under Bosch warranty. The machine worked fine until August 20, 2007. I called Bosch and they said my warranty had run out. I called Sears repair department. They told me my best bet would to be to purchase their Service Smart repair agreement for $194.99. They said this would cover up to $300.00 in labor and parts. If they could not fix the problem, it would give me a $500.00 credit toward a new machine.
Sears made an appointment with me about a week later for a repair technician to come to my house to fix my Bosch dishwasher. I had to be home from 1:00pm to 5:00 pm. Their "technician" showed up around 3:30pm. He did not bring any parts with him, even though I had told them what was wrong with the machine based on what Bosch had told me. Their "technician" had a total of two weeks on the job. He had never worked on a Bosch dishwasher. I asked him how much training Sears had given him before sending him to peoples homes.
He mumbled something about a twenty minute training film then being sent out for a couple of days with another Sears Service specialist, before being sent out on his own. He spent from 3:30 to 6:30 pm at my home. All this time was spent on the phone getting instruction on how to work his field computer and how to trouble shoot my machine. The results were exactly as Bosch said they would be. He had to order the parts, and he had them sent to my business. After I received them I called and made another repair appointment. The appointment was for today, September 4, 2007 from 1:00pm to 5:00pm.
At 4:45pm I called Sears. They said my repair technician was at appointment number five, I was number seven. At 6:00pm I called back and was told he was at appointment number 6. I asked to have him call me and give me an idea when he would be here, they said he would call in a few minutes. He never called. I called back and went through the whole dance again, calling is no simple task. I explained my plight and asked to speak to a manager, she asked me to hold, then hung up on me.
At 7:30pm, I called again. I was told that my Sears repair man would not be coming today and to reschedule a new appointment tomorrow. At that point I let the person know just how upset I was. She transferred me to a customer complaint expert who gave me a lecture on my being sarcastic. At that point I hung up.
My recommendation: Before you purchase any appliance, find out about the company's repair service. Ask how many people they employ to service your area. Ask what training these people have. How much of a work load do they expect from each service person. Myself, I think from now on, I will go to smaller, locally owned companies for these things.
Expecting large Mega Company's like Sears to be able to provide reasonable service is not actually a realistic expectation. They have layer, upon layer, of bureaucracy and regulations, all designed by their legal experts, to protect themselves from their customers. They also employ a massive staff, who's sole job is to work on cost cutting and purchasing at the lowest possible price.
You may pay more at a smaller, locally owned appliance company, after this experience with Sears, I am convinced in the long run, it would be a lot cheaper. At Sears, your repairs are going to made with the cheapest parts they can find, which may include used parts. That is clearly explained in the fine print on the back of the Sears Service Smart warranty agreement.
QUEENS, NEW YORK -- Today I had a scheduled repair appointment between 8am-12noon. Normally I get an automated message the day before to confirm, but I did not get one. It's now 11am and called the service number the man apologized and said his computer was slow and then he said down and for me to call back in two hours. I explained to him that there was only an hour left of my scheduled appt. He told me to try again in an hour. I called back at 12 this time the representative told me she reached out to the service tech and apologized that I did not get a delayed message she then said he would arrive if it was OK with me at 2pm.
I said I took the day off for this appt and was willing to wait she then corrected herself and said more like 250pm. I said OK I will wait. At 345 I again called the service # and spoke to a representative who again reached out to the tech who informed her that the appt would have to be rescheduled. I told her this was unacceptable and wanted a supervisor. She told me that the supervisor was on another line and there were two calls ahead of me. I waited on hold for almost 15 minutes before the line disconnected and started all over again with a new operator named ** and gave her the short version and again asked for a supervisor at which point the line went dead.
Called back immediately this time with a woman named **. She calls the tech to see if he can come and he tells her that he was at the home and no one answered and I told her that he never came to my door. And at the time he said he is at my door and I am on the phone with Sears trying to rectify this nightmare of a day. If he arrived at my home and no one answered and me here in the house on the phone with Sears and having three small dogs who bark at anyone and anything did not hear the man at the door and me on the couch looking at the half glass front door and never seeing him or hearing him ring or knock at the door which is 10 feet from the couch that I have been on when he is a big liar.
Now I wait for the customer service supervisor for another 15 minute before the line goes dead again. I again call back this time I get someone from resolutions named ** from Texas who will try and correct the problem as now I have no date or time when the tech will return to fix the problem.
Sidebar I hope that you do record these phone calls as my day today should be used by Sears to train the employees on what and how they should do their jobs I have been a loyal customer as was my parents more than 50 years. ** informs me that a new machine will be delivered and installed on Saturday. This was totally unexpected but gratefully appreciated. renewing my faith in Sears, their products and what the company stands for. Hopefully all will be fixed in two days or it will be the next chapter on this saga.
Never have I spent so much time and been so frustrated in trying to get an appliance under warranty serviced. Here's the condensed version (our notes could fill several volumes): We bought a new Kenmore Elite dishwasher in Feb 2010. Features we wanted were: front controls, SS tub, and TurboZone wash. Got it at a fair price as the new models were just coming out.
After 9 months, dishwasher couldn't complete a full cycle. We researched the web and found out there was a high failure rate with the circuit/control board. Called repair on Nov 30th and told them unit needed a new board. Appointment set for Dec 3. Repairman came and agreed. Had to order the part as they do not stock item on truck. Part to be shipped to our house in a few days and appointment was set for Dec 10th for installation.
Got a call from Sears on Dec 8th to state that part will be backordered with a shipping date of Dec 19th. Delivery could take up to a week. We went to the store to see if we could speed up repair. With the holidays approaching, that was too long in our opinion to repair a Kenmore. We were referred to 'Sears Solutions'. Since the 9 month old dishwasher couldn't be repaired in a reasonable time, we asked for our money back as we would go elsewhere.
Sears refused. They did offer to exchange for a model of equal value (not equal features) as they do not carry our model any longer. We refused as the model they offered did not have the features we had with the original. We would have to pay the difference ($200) if we wanted a model with the feature we had currently. Also, had we accepted the lesser model, the warranty with that unit would end when the original one did. We refused and elected to wait for the repair.
On Dec 19th, we received a call and was informed that the part was again backordered until Jan 15th. At that point, we are very upset and were referred to a 'Blue Ribbon' case manager (CP). Since it would be 6 weeks for a repair of a Sears Kenmore (they don't stock parts for their own line?) we again asked for our money back or a model with similar features. Again, we were offered a cheaper model. We asked to speak to CP's supervisor but was told by CP that he was the final arbitrator of our case. At that point we ended the discussion as we were getting nowhere.
On Jan 3rd we received a letter from Sears Blue Ribbon that they have been trying to contact us. We called Sears and was told by a different representative that CP placed in the case notes that he tried on 3 separate dates to call us. We checked our phone records (ours keeps a list of in- and outbound calls, including calls attempted when the line is busy). There were no record of any calls attempted by Sears. We told the representative that unless CP had anything new to offer, we were not interested in speaking with him.
CP left a message on our voice mail on Monday, Jan 10th stating that he was informed that we wanted the replacement dishwasher. We called back to inform him that was not the case and to question him about his 'calls'. We got his voice mail that stated he would return the call by the end of the next day's business. We did speak to a different representative and found out the part is again backordered... now to Feb 15th.
Needless to say, we did not receive a return call by the end of Tuesday. By this time we started placing our story on the MySears Community webpages. No one could help us since a case number had already been assigned with a Blue Ribbon representative
On Wednesday, I left another message with CP requesting that he call my cell. He finally did call on Thursday but to my home instead of my cell. My guess is that he would rather leave another message than to speak to us directly. My wife answered the call and asked him about the phone calls that he reported making in his notes. His answer was that he must have 'mis-dialed'. Three times on three separate days? I don't think so. Again his only offer was an exchange for a lesser model. He did manage to say that any letters on the matter written to the president of Sears would end up on his desk. Talk about accountability.
So after 6 weeks we still do not have a functioning dishwasher and will not for at least another 4 weeks (at best). There's no guarantee that the part will arrive by then either. We had had the delivery date for the part canceled 3 times and am on the 4th. Sears apparently cannot stock replacement part for their own Kenmore Elite line.
They can't repair their own line in a reasonable amount of time and they refuse to refund our money so we can go elsewhere. Their only offer is a 'take it or leave it'... accept their offer of a cheaper model or wait endlessly. If I wanted fewer features, I would have purchased a cheaper model. Needless to say, we will never step foot in another Sears store and have begun to seek a remedy through other avenues.