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Sears May Be The Worst Place To Get Appliances?
Posted by Wittville on 11/04/2012

- 2 appliance purchases within last 15 months (dishwasher, refrigerator)
- Multiple failures on each
- 3x same problem with Dishwasher, still not repaired
- Long wait time for service tech (1-2 weeks each repair), total wait time 5 weeks in past 3 months
- Without use of Dishwasher for 5 weeks in past 3 months
- Repairs failed first time on both Refrig (Samsung) and dishwasher (Kenmore)
- Repairs failed second time on dishwasher, third time tech came and did not have replacement part (fuse), even though the it was the same part as past two repairs!
- Phone reps are a brick wall, and have no capacity to deviate from script when providing customer service. If it ain't in the warranty contract, sorry Charlie!
- No response from email to corporate headquarters (this was the ONLY way to escalate beyond standard customer service rep)
- Sears processes, procedures, and personnel associated with Customer Service may very well be the worst you will ever experience.
- Sears refrigerator and dishwasher are borderline Lemons, and Sears doesn't seem to care.


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Posted by ok4now on 2012-11-05:
I agree. Look who is number one on this site for Most Talked About Companies....Sears! And why is that? They have the worst appliance and customer service reviews. They do damage control with "SearsCare" which is just a smoke screen for their incompetence. This once great retailer is poorly managed and about to go under. Do NOT but their inferior appliances.
Posted by SearsCare on 2012-11-05:
Dear Wittville,
My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We aim to provide top notch products and services to all our customers, but from your post it is clear that we have come up short of our goal. We understand how discouraging it is for you to be dealing with the same repair over and over again. We would like the chance to help find satisfactory resolutions to the issues that you are experiencing with both your refrigerator, and your dishwasher.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Wittville) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Posted by wjk898 on 2012-11-05:
Just a warning about ALL appliance purchases these days...no matter where you purchase them just cross your fingers. These are not your parents' namebrand appliances. There is more than a small chance you're gonna get a lemon. Read the reviews - and by no means purchase these iffy things from Sears. That's askling for it. Their lack of customer service is now legendary.
Posted by t.caldwell on 2012-11-05:
I agree . I will never buy from sears again.My dishwasher quit working after a couple months. We have been trying to get it fixed for 3 or 4 weeks.Sears does nothing but give you the runaround.Long story but we still do not have a working dishwasher.My parents always bought their appliances at Sears they used to be a good company not anymore . Save yourself the trouble of dealing with Sears dont buy from them.
Posted by AlaPaul on 2012-11-06:
I think the quality of the service may be related to where you live. I've never had a problem with them. Also Sears doesn't build the appliances,they just sell them. I do agree though, appliances aren't built to the same high quality of 30 years ago.
Posted by Duane Hadley on 2012-11-08:
I used to buy all my appliances from sears not any more.I dont think its so much to do with sears. I think it is more to do with the makers of these products.infearer parts they use.
Posted by uchu on 2012-11-08:
Agree with AlaPaul. I have purchased appliances from Sears and all seem to be working well *knock on wood*. Sears installation service for the dishwasher was very professional and reasonable, compared to other local vendors. I guess it really depends on where you live (or, as they say, the luck of the draw).
Posted by Fred T on 2012-11-08:
I went through 3 fridges with the same very poor quality and service and then the manager of the langley BC Sears tried to ban me from the store after I returned 3 fridges. Their headquarters were just as bad in their handling of the situation and I still have all the documents to show how they treat the customer.Since then I have not bought anything form SEARS for a number os years even if the price maybe lower.
Posted by Sears Hater on 2012-11-08:
Yep, I can't stand Sears either and will NEVER buy from them EVER EVER EVER again... and NEVER recommend them to anyone... In fact, I always tell people my horror story with them...
I had so much trouble with a fridge I bought from them last year... I had to return it 2 times cuz it had defects both times!!! The only reason we didn't buy a fridge from somewhere else is that others don't carry a side by side without a water/ice dispenser, I don't like the freezer on top or bottom models either... Sears was the only place that had them...
It took me a month and a half to get a decent fridge, without defects... meaning I had to unload and load the fridge so many times it was SOOOO frustrating! And THEN, to top it off, I had to have a service tech come and drill a hole in the 'dip pan' thingy at the back (on the last fridge) cuz that fridge had issues too... but at that point I was so fed up, I just kept the last fridge... I hope when I go to get my refund on the extended warranty they don't try to screw me out of it, saying I got servicing! Cuz I will LOOOOOOOOSE it !
Posted by myexperiences on 2012-11-08:
totally agree. I haven't bought one appliance that last more then 2 years off them since the 90's.
Posted by Demi93 on 2012-11-09:
I went through what your going through with Sears with a Kenmore refrigerator. I even finally got help from Brian (who wrote a comment above). He's a nice guy but the extra personal "help" did not cover the crap we went through (or the money). After 20 years of loyalty to Sears and buying my appliances,washers and dryers and lawnmowers from them we said NO MORE. We will be looking for a new dishwasher and oven next but I can promise SEARS will not get us again.

Sad to see such an American Icon die.

Wanda M.
Posted by love them bassets on 2012-11-09:
I used to buy all my appliances from Sear's, but after having to wait two weeks each time when my refrigerator stopped running, i said no more and went to Lowe's and have never gone back. I stopped shopping in sear's years ago and have not regretted it. The management team at Lowe's is top notch and any problems get handled with one phone call. Sear's needs to stop selling appliances and lawn equipment and focus on drapes and bedspreads.
Posted by At Your Service on 2012-11-15:
I can't say I'm familiar with the Austin, Texas area, but I've got an extensive background with appliances.

I've always found Kenmore somewhat overpriced for the actual product. Kenmore is not a manufacturer, but rather a Sears store/name brand. Do they break? Absolutely. But I'm not aware of any appliance that can't.

It is very true that appliances are not built like those of yesteryear. But, in fairness to all the manufacturers, the pricing hasn't increased over the decades as in other forms of merchandise. Surprisingly, you can still pay about the same price today for a dishwasher as you did thirty-some years ago. The same goes for just about any appliance you may consider.

So what has changed? For the most part, loyalty to the brand. Think about your parents and grand-parents back in the 50s and 60s. Chances are, they were very brand loyal. Certain brands in everything they purchased. Manufacturers grew their market share by building further loyalty from mother to daughter, father to son. Hopefully friends and neighbors found the opportunity to tout their preferred brand during the local bridge game or bar-b-Que. Then the 70s happened. Remember the long gas lines and ridiculous high cost of living increases. All of a sudden, the consumer wasn't quite a brand loyal. Brand loyalty took a back seat to price. Sure brand X was always dependable and lasted a long time, but there was brand Y where we could save a few dollars. No one expected the appliance to break down when it did, so maybe saving the money and trying brand Y isn't a bad idea. Many consumers followed and the successful manufacturer listened by cost cutting any way they could. The average life of appliances went from twenty-five years to fifteen and then ten -- if you were lucky. Manufacturer's warranties, which are a definite cost to the merchandise, got reduced considerably too.

Yep, we were becoming more of a disposable society.

Does the manufacturer make some miraculous difference? Not absolutely. Browse this site or the web in general and there's complaint after complaint of nearly every brand out there. Doesn't seem like any are immune. What about retailer? Retailers can help considerably when reality doesn't match one's expectations. One may generally find small pockets throughout the nation where one retailer does a better job. Nationally, however, as someone else suggested, there's not a single retailer without imperfections. Lowes and Home Depot both have layers of negative reviews here and throughout the web. And yes, along with Sears too.
Posted by dijon509181 on 2012-11-15:
It is good business to produce products and appliances that do not last and believe it is done on purpose. Things coming from overseas are not cheaper because they have to be replaced shortly and when you factor in the expense of their defects and short mortality you actually have a high priced appliance or product. I'm keeping my old appliances as long as they will work.
Posted by myexperiences on 2012-11-22:
I don't have a Sears appliance or tool I would recommend. Only reason I bought them was based on the reputation they had when I was young (70's, 80's). I don't think any of their engineers actually went to school, because the reasons their stuff breaks is usually such an obvious problem. Control panels directly over heat/steam vents, wires over the hottest part of the unit, thin plastic and cheap connectors on the most heavily used parts, etc. I went as far as write them to apply for a job on their design team, stating I had absolutely no design or engineering skills or training - I'd make a great department head.
Posted by Acher on 2012-12-09:
This is not new! I bought my fridge 18 yrs. ago. A month or two out of warranty the ice dispenser starts leaking rusty stains are left visible. Who makes a ice/water dispenser with screws that rust? It would have cost half the fridge to replace or repair. No help from sears!
Posted by Barbara on 2013-01-11:
I purchased a wall oven from Sears in 1989 and it gave great service until 1 week ago. I will purchase another wall oven from Sears and take my chances in spite of all the negative reviews about their products and service.
Posted by jessica on 2013-07-23:
Worst installation and customer service I have ever had to deal with. My washer and dryer aren't even installed for me to see if they work well or not. Such a horrible ordeal to go through, being brushed off due to laziness. It's like they found any reason they could not to install it. In the end, I did it myself. Never buy from sears.
Posted by SearsCare on 2013-07-23:
My name is Liz and I am a part of the Sears Social Media Support team. We can certainly understand your frustrations with your washer and dryer installation. We would like to offer some assistance to connect you with a dedicated case manager and discuss your experience to see how we can get this resolved. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the washer/dryer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Jessica) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
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Product Review and Company Review
Posted by Mccrary99 on 08/03/2006
TEXAS -- We entered our new house 2 years ago after saving for 30yrs. We purchased appliances from Sears - Kenmore self-cleaning oven and Kenmore dishwasher. This week, the dishwasher pump quit pumping water up through the sprayer. I called the MANAGER of service repair. Her reply was, it only had one year warrantee. 'I know'I said but it is ONLY 2 YEARS OLD!
This is the third appliance from Sears we have purchased. NO MORE! I am holding my breath that the other two don't crater!
Needless to say, I am now doing my homework before we buy again. No more Frigidaire and Sears.
I pulled up this site for an education from consumers. But, sadly, what I found was just about every product out there is just JUNK. Not to be made to last more than 2 yrs. If that. I found all had major complaints...some more than others. What is a consumer to do...quit purchasing products until manufacturers embrace quality control!?
What is wrong with Americans that they have no pride in what they put out on the market.
Sherri in Texas

oh, by the way...I emailed Sears headquarters. Bet they don't answer.
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Posted by Slimjim on 2006-08-03:
I just don't understand why consumers expect free service on items way out of warranty. It's not new. In fact, if run an average of once a day for an hour cycle average per use, it would have over 700 hours on it. While odds are still against it, the possibility of a mechanical failure on a unit run the equivalent of a month non-stop, is still very real.
Posted by Technician on 2006-08-03:
A 363 source d/w is made by GE. not Frigidaire. You don't call for service, you call the MANAGER. You must be one very special person. You believe Sears owes you free service after your appliance is out of warranty because you are so special.

You are the kind of customer that makes me want to retire so badly....you demand something for nothing. Sears use to be a company that gave the customer whatever they wanted, whenever they wanted it; Sears was REWARDED for this extraordinary customer service by having customers go to Walmart, Best Buy, Circuit City, Home Depot and Lowes to save money on the initial sale.
Posted by Slimjim on 2006-08-03:
Tech, I remember when Sears had that no questions asked refund policy. What was it, like anytime in the 1st year? When I was in the biz, we thought that was crazy and bound to backfire.
Posted by Technician on 2006-08-03:
Slim it nearly put us out of business, consumers want companies to take care of them when things go wrong, but there is no loyalty to a company, if the guy down the street sells it for $5 less that's where they go. A customer can do business with us without a problem for 20 years and when they have the first problem they explode and promise never to set foot in a Sears store...we live in an angry world today.
Posted by Anonymous on 2006-08-03:
I see your point Technician. Since Sears no longer distinguishes itself with superior customer care then you might as well save a few bucks and go to Best Buy, Sam's Club, Lowes or Home Depot. I never really looked at it that way but I guess you're right.
Posted by Anonymous on 2006-08-03:
Appliances have become "dog-eat-dog." We just had mom and pop stores, would lose out to a big chain, but we were the ones getting the troubleshooting calls when the "other guys" refused to listen. It's frustrated us.
Posted by mccrary99 on 2006-08-04:
From Frigidaire in Texas: Thanks for Technician's comments. It added a different slant to the problem. First, I did talk to the local store - starting at the bottom - and worked my way to the top. They offered NOTHING. In fact, the female manager I spoke with acted like I was bothering her. I am not a customer who expect 'something for nothing'. We have a business of our own that we have to maintain quality on. We also contend with the 'China' syndrome so we know what it feels like to beat someone else's bottom line.
After bouncing around the 'net' for 2 days, I have come to the conclusion it is not a SEARs problem.(solely) EVERY - I repeat - EVERY brand out there has many complaints. And they were not about 5 yr old products. Some from 6mo to just out of warrantee. Products that should not have collapsed in that short a time.
Look at your automobile: If you take a yr. old vehicle in because it has major mechanical problems, how do you handle when service tells you...oh well. out of warrantee. So what you need a new motor on a brand new vehicle.
Maybe the problem starts with poor engineering.
And escalates from there.
Like I said, maybe it isn't just 'a SEARs' problem.
This is probably just the tip of iceburg.
Posted by Technician on 2006-08-04:
Hey Texas, I understand that is reasonable to expect any appliance not to break inside 2 years. I am also a consumer, I get upset and frustrated when my stuff breaks prematurately. Here is the bottom line: home appliances have not risen in price at the normal rate of inflation.

In 1970 you could buy a brand new car for $5000 and a brand new washer for $250. Today you can buy a brand new car for $20,000 and a brand new washer for $350. Here is the problem: Cars have at LEAST quadrupled in price but they are far superior to 35 years ago. Apliances are a LITTLE more expensive because of artificial price controls, therefore they ALL are crap. If appliances had followed the same evolution in quality and price as cars have; there would be no major home appliance that would cost less than $1000.
Posted by Slimjim on 2006-08-09:
With some of these big chains now I actually see stuff going for less in the appliance world. 1985 we sold on sale a Frigidaire or Hotpoint 14 cf landlord special refrig for $449 and they few out of the place. Today I can go to an outlet and get that for $299.
Posted by mccrary99 on 2006-08-10:
To Technician: From Texas: Sooooooo, how does one pick a half-decent appliance that can give some reasonable satisfaction as to not feeling "#&%*(_^%".
I just don't know which way to turn...consequently, I havenot purchased anything. (went back to washing dishes by hand!)
But thank you, too. I didn't know the 'manufacturing' side.
Posted by Technician on 2006-08-14:
Texas is difficult to give you a perfect answer across the board. When I spend my money on appliances the manufacturer of my choice is Whirlpool but I buy made by Whirlpool with Kenmore label. I stay away from the top of the line model in any type of appliance because of the premium price you pay for features you may never use and it cost more to repair and it breaks more often...more features equals more to break. All American manufactures of front load washers are in the procees of perfecting their product...NOT THERE YET. The top loader with AGITATOR is best bang for the buck. Hope that helps some...and remember sometimes being lucky is better than being smart. Good Luck.
Posted by mccrary99 on 2006-08-15:
Thanks, Technician. You have been of help. Will keep the info about washing machines in the back of my mind...for further reference. Do you also buy whirlpool dw with a sears name?
(may have to eat my words!of earlier posting)
Posted by Technician on 2006-08-18:
Texas, that is a loaded question, yes I would because I know how to use it when you have hard water. You can't believe a salesman when he tells you that D/W has a "disposer" in it, scrape food solids off plates. You have to take advantage of the options you pay for, such as HIGH TEMP WASH & SANI RINSE and use Jet Dry and it will work very well, if your water is very hard run a d/w cleaner once a month. Stainless steel tub holds heat better than plastic and does better job of drying dishes. My advise actually apply to all brands, I happen to presonally prefer the Whirlpool made products and dislike Frigidaire.
Posted by Anonymous on 2006-08-19:
Slim, I just don't understand where you get your google info!
Posted by poocharlie on 2006-08-25:
I am puzzled about age of my Kenmore dishwasher 363.1401890, serial#TF312833r. Supposedly it's mfg by GE in 2003, but owner said she never installed dishwasher from 2002-2006. So how do I know how old it is. I just bought place and want to replace dishwasher if it is 10 yr. old, but can't determine how old it is.
Posted by applianceguy on 2006-09-26:
Well to start off with a Kenmore with the begining model number of 363 was made by GE! If your so upset with the way appliances are being made (reguarding quality) then blame the makers of appliances NOT the sellr of them. if that's the case then you should NEVER buy appliances from Lows or Home Depot!!!!! ALL stores that sell appliances are going through growing pains as the makers of appliances are making them with cheeper parts and charging more for the appliances.. Please BLAME THEM!!!!!!
Posted by enicnas01 on 2007-10-30:
Field technition here in Tucson,Az

washboard and a Wire hanger ..the best products of man with lifetime warranty
Posted by emerald23 on 2008-11-21:
I purchased a Sears Kenmore Gas Oven and I have the same problem with the door handle constantly coming off and the glass falls. I have contacted customer service and I was told that the only thing they could do was to have me pay for a repair man to come out to look at it since it was no longer under warranty. This is a defect of the appliance and could cause harm not to mention I'm afraid to use the self cleaner because I don't know how secure the door is now that the glass has been moved around so many times. I am so dissatisfied and will never purchase another Kenmore product again!!
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Kenmore dishwasher is a lemon
Posted by Zaheer on 08/09/2004
We bought Kenmore dishwasher in Jan 2003. The user manual says that if the machine needed service 4 times before the end of first year, the company would replace it. The dishwasher had a problem with its key pad. This was replaced two times. But the company did not record the second problem in their database. Then there was a problem with the tray. The company sent the replacement tray. When the key pad failed the third time, we wanted the dishwasher replaced because as per their guarantee, this was the 4th problem within a year. They refused to replace it. But they fixed it again. This new key pad failed again today. So we are out of warranty. The machine is hardly 18 months old. I feel cheated and I will never shop again at Sears. I
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Kenmore Ultra Wash Dishwasher 665-13839K601 FAILS after 2 years!
Posted by Lellerbrock1 on 07/19/2009
I purchased the Kenmore Ultra Wash dishwasher directly from Sears in July 2007. This was basically 2 years ago. I purchased a middle of the road dishwasher with a price point of around $500. Has the digital buttons on the front, the nice adjustable rack etc., etc. Dishwasher washed nicely for the first couple of week. From then on never really washed correctly. The other day my dishwasher failed to pump water through and even get the dishes wet. Went to the web-site as I am now out of "warranty" to see what replacement parts were going to cost. My husband made an educated guess that the pump/motor assembly failed. This particular part costs a whopping $257 (approx.). Not to mention the $75 diagnosis fee I would have to pay for someone to come out. Do the math! Not worth the repair cost. I just had to order in a dishwasher from Best Buy. Paid less for brand new dishwasher including a 5-year extended warranty this time (yes - I learned my lesson) than I paid for this crappy Kenmore "Ultra Wash". Shame on Sears. I didn't think I needed to spend the money on an extended warranty. This dishwasher should have lasted me a minimum of 10 years up to 20 years! I've learned my lesson not to purchase top of the line or even middle of the road. I'm going with a "toned" down version so I could afford the extended warranty. If it fails within 5 years, they fix it or replace it.

Has anyone else had this problem with Kenmore Dishwashers? When I called customer service they basically were very RUDE and there is no "service" after the "sale". Will never by an appliance from Sears again.

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Posted by qualityappliance on 2009-07-20:
I believe that this model was manufactured by Frigidaire which explains some of the problem.

Good luck with your new bargain basement dishwasher and hope that you never need to use your extended warranty. BB has started using their own Geek Squad people to try to fix appliances, then as a last resort they send out Sears/A&E to really screw things up.

You would have been better off going to a real appliance store that has trained and knowledgeable people in the first place.
Posted by lellerbrock1 on 2009-07-20:
Thanks for your feedback. I was told by Sears that Whirlpool made the Kenmore. My mistake? I have had excellent service through Best Buy. Example: I purchased a $1,500 refrigerator through Best Buy. Purchased an extended warranty (thank God). 3 years into the warranty, the refrigerator FAILED and ruined $300 worth of food. Best Buy wrote me a check for the food loss AND gave me a BRAND NEW refrigerator as a replacement under their lemon guarantee. Excellent service I may add. I don't care if you think the dishwasher is bargain basement. I will have a 5 year warranty so they will have to repair or replace and can't be any worse than losing a $500 Kenmore to a loss. I have had personal experience with Best Buy and I think their service is excellent. They also repaired and replaced a lap top I purchased under extended warranty as well.
Posted by qualityappliance on 2009-07-20:
Best Buy extended warranty is covered through National Electronic Warranty Company, (NEW), and up until a little over a year ago they contracted with independent service companies. Now they first try their own idiots then the Sears idiots.

Good luck.
Posted by hello dolly on 2009-07-20:
This particular model was manufatured by Whirlpool for Sears. The model number would have started with 587 if it was made by Fridgidaire. Sounds more like the water valve needed to be replaced not the pump motor assembly. Maybe a $15 to $20 part. There are a lot of great self help repair websites out there to help DIY homeowners complete their own repairs.
Posted by Doug K on 2009-08-13:
I have the same Kenmore/Whirlpool. Two weeks after the warranty expired, the heating element expired, $200. Six months after that, the self-cleaning filter needed cleaning. It is of course not user-accessible, $150 service call. Several of the tines on the lower rack have snapped off so the rack is now rusting. The filter needs cleaning again, so I think I'm just going to give up as well.
This replaced a 20-year-old Kitchenaid that worked fine up until the motor finally burned out..
So much for Kenmore, I'm not buying any more of them either..
Posted by Debra on 2013-01-17:
I am very disappointed with mine after a year. It doesnt clean my dishes. it looks like they were rinsed with cruddy water and always leaves a heavy white film
Posted by lucky on 2013-06-14:
Have the kenmore 665 dishwasher for over 8 years. Only problem it stopped draining. Took the pump unit off found a half pastastio nut shell stuck in the drain hose. Can't blame kenmore for that.
Posted by Holly on 2013-07-31:
I have an ultra wash 665 model cost $700 originally. Now at only 5 years old, the circulation motor has burned out. $300 to replace. What ever happened to Kenmore products being of lasting quality.
Posted by Jason Lemire on 2013-11-30:
I have a 14 year old Kenmore ultra wash 665 that I bought my house with.And It's still kicking fine.I already got more than my moneys worth!!The Rise additive pump Doesn't work but I really don't need Jet Dry anyway's.Not spending money on this!!!
Posted by Not happy in GA on 2014-02-23:
Kenmore Elite 665. 2 years old big leak directly from bottom. Solid stream of water as soon as unit starts pumping water to preheat. Ruined wood floors and leaked to second level of house to damage ceiling. Terrible quality for what used to be a great solid quality brand. Is K-mart the quality side of this company now?
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Sears ServiceSmart protection agreement
Posted by John Baker on 09/04/2007
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 up 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 ServiceSmart 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 transfered 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 ServiceSmart warranty agreement.

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Posted by tnchuck100 on 2007-09-05:
Last week I purchased a new dishwasher. I already knew it would not be from Sears or a mega-store. But, not have purchased any appliances since moving here I looked for a mom-and-pop store.

Found one. First question I asked went the salesman asked if he could help was "Is this place owned by someone here?". It was, 36 years. They do their own service.

18 hours later the new dishwasher was installed.

That's the way it is supposed to happen. Not 3 weeks and 4 missed appointments from Sears.
Posted by hello dolly on 2007-09-05:
While you're researching that local more expensive company make sure you get something in writing (haha) that they'll have that same number of service people in 5 years and that they won't send them to your home without the required years of training on the newest products or take on any more customers or make any modifications to how they conduct their business so as not to inconvenience you. Possibly you can out in writing to that company that if they have to tell you NO for any reason you will be willing to pay the salary of all the people who have to listen to your "sarcasm". One bright side once you get NO from that "small" local business you go to you won't have to waste so much time going up the ladder - you'll be there in 1 call. Just a thought if the tech has to call every customer on his list and keep them all informed all day how much time can actually be spent repairing your product???
Posted by tnchuck100 on 2007-09-05:
hello dolly, 1) I saved $130. Same model, compared to Lowe's. 2) The tech John got had 2 weeks training, none from Bosch. Tell me how that's better. 3) Don't confuse facts and sarcasm. 4) Apparently you work for Sears.
Posted by Anonymous on 2007-09-05:
Good point tnchuck!

John, when buying a washer, dryer or any other standard appliance remember this, Standard is the key word, what I mean is keep it as simple as possible. I don’t care what any one tells you, a washing machine is a washing machine and so on. The more “gadgets” it has on it, the more problems you will have. The ones that have one dial (mechanical) are the best and will last you the longest.

Never buy a service agreement it is just the latest way to rip people off because people are stupid and fall for them. If the store that sells the product doesn’t back what it sells, then the he11 with them. ~~JMO~~
Posted by Anonymous on 2007-09-05:
I'll back the mom and pop's any day, especially when they have been in business more than a few years. If they have survived, they must be doing something right! And no one ever said Lowes, HD, or Sears have lower prices. Everyone thinks they do because they are so big--another way consumers are tricked into shopping there.
Posted by John Baker on 2007-09-05:
Hello dolly, My point about going to a smaller, locally owned company is more about having the ability to talk to someone who could actually take care of your problem, like the owner.

When you shop at a huge company like Sears, no matter how you slice the cake, your dealing with a giant bureaucracy consisting of people who genuinely don't really give a darn if your purchase works or not.

Back in the old days, when Sears was run and staffed with the world war two generation, it was a darn good company. The company cared about it's employees, the employees cared about the company and it's customers. It was almost un-American to disparage Sears Roebuck. Sadly, that is no longer the case. The company is run by multi millionaires who have little or no interest in anything other than the price of the stock.

A smaller company will still consider one unhappy customer important, and in most cases, do every thing they can to solve the customers problems.

As far a sarcasm is concerned, I am 64 years old, wasting an entire day of what is left of my life, IS important to me. Somehow, I feel I have the right to extend a little sarcasm on a few buffoons who claim to be customer care professionals.

This one fellow in particular launched into his lecture as soon as I started talking to him. My sarcasm consisted of saying "It's a little late for that." in response to his, how can I help you?

Posted by Anonymous on 2007-09-05:
Liked your explanation, John. Thanks.
Posted by Slimjim on 2007-09-05:
John's right. No way is Sears going to rival the kind of customer service you get from a "reputable" local SERVICING dealer. Servicing being the key word. If they don't fix what they sell, don't bother with them.
Posted by Anonymous on 2007-09-05:
I agree with Slim,and John
Posted by Anonymous on 2007-09-05:
You tell them John I'm with you!
Posted by hello dolly on 2007-09-05:
Maybe my problem is that I am not old enough to remember the "good ole sears days". Or maybe it's just that I expect to get what I pay for and not freebies. I have sears contracts and when my tractor breaks i call and they come-not always when I would prefer but it's fixed when they leave. I also have a central vac that i use a mom and pop for parts for but then again if i want something at night or on the weekends i have to wait and ALWAYS have to take time off from work to get fixed becasue they too remember the good ole days when weekends were for family so I cant get service at night or on the weekend like I can from sears when my washer broke. as for customer service yes that what i do and again tonite instead of coming home to MY FAMILY again I stayed until I had finished taking care of every commitment I made even to those nasty people who felt they had a right to be nasty or sarcastic because they had been inconvenienced by someone else. I do what i do because I can and every once in a while I can and do make a difference for a customer who appreciates that I went well out of the way for them not because they cussed, were sarcastic, threatened me or were going to call their attorney but because I do care. I remember the "good ole days" when you caught more bee with honey than vinegar.
Posted by John Baker on 2007-09-06:
Hello Dolly, I appreciate all the overtime you are earning working for Sears, staying late, not being with your family. You are on the phones, dealing with the problems caused by other people, in another "unit" of the Sears mega monolith of a company. I agree, your job must get tiring listening to all those unhappy people who, for one reason or another, chose to make a purchase from Sears.

I wish I could be one of those fictional people, you allude to, who never gets upset with your company, no matter how they have been wronged. However, I am not one of them, I have learned to face that.

I wish I could be happy and cheerful after my entire day has been wasted waiting on an appointment made weeks in advance, and then just blown off by Sears.

I wish I could be absolutely the happy gentleman when I am trying to find out when my repair man would arrive, only to discover I am talking to a completely uninterested rule governed employee of the customer inquiry "unit" of Sears.

Nothing puts me in a better mood when I call and have to work my way through a labyrinth of a condescending computer generated female voice, saying things like: "OK, what would you like to do?" "Say, I would like to talk to repair service." "OK, I didn't get that last response, let's try again, shall we?" etc. etc. etc.

Personally I don't think the Pope could work his way through that and be in a good mood by the time he finally reaches a human being.

I honestly do admire you in the way you are trying to defend the company that employs you, that is highly unusual in todays business environment. You have to remember though, that these attacks on your company are not aimed at you personally, they are aimed at a huge system that is way beyond anyones ability to control or even understand why it works the way it does.

I am left now holding a worthless Sears "ServiceSmart Agreement", that I paid $194.99. I can't make another appointment that could very well, and in all probability would, have me wasting another day. Even if your Sears repair specialist did actually show up at my house, the chances are very good he will not have a clue on how to fix my dishwasher.

I am trying to figure out what to do next. The entire back of that legal size agreement is filled with "legalese" that completely absolves Sears of anything that may happen as a result of their inexperienced repair experts actions. I had a friend who's dishwasher caught her house on fire due to faulty wiring. According to the Sears "ServiceSmart Agreement", I would be completely on my own if it happens to me.

Posted by Kipp on 2011-07-30:
The internet makes it very easy today to go online and check reviews before scheduling a service call with any company. Based on what I've read here today, I am canceling my appt with Sears and calling a local family owned business with good reviews online. Also, glad I didnt buy the so called "Smart'" Service Agreement. Was made to feel stupid for not buying it when making my appt. It was half the cost of a new appliance...lol!! In Summary, the internet generation is here and will go first online and check reviews. Better have taken care of customers or the phone will stop ringing. Those not in "the know" will get what they deserve and be ripped off and disappointed. Taking NO CHANCES with Sears.
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If only I had some of these reviews first.
Posted by WyldAngel on 12/21/2005
NORTH CAROLINA -- I grew up with Sears. Living in a small town where choices were limited, Sears was on a pedestal in our house. And they deserved it. So after finishing a new house this year and reading some Consumer Reports, we decided that Kenmore would be the make of our new appliances. Can we say MISTAKE! If only I had done more research and definitely looked here first...

The biggest issue we have had is with the dishwasher. It is one of the upper end Kenmores. From the beginning there were problems. You can't go talk to one saleman, each has his/her department and that is that! So once you talk to the clothes washer people, then you have to go 'get in line' again to talk to the range people, to go 'get in line' again to talk to the fridge people...*sigh*. It was a very long and tiring process.

We were very upfront with all the salesman that the house was nearing completion but not ready for appliance delivery yet. It was no problem...or so they said...that we didn't need to wait that it would be better if we just went ahead and purchased right then and they would happily hold all the appliances, and they would all be delivered at once. It turned out to be a huge hassle to then coordinate all these different deliveries. The house took longer than expected and it was counting against our warranty time even though we had not taken delivery!

The dishwasher in particular has been a nightmare. It has been in the house for four months now and still doesn't work! Between appointment cancellations and ordering parts (all major components have been completely replaced by now) we have yet to see if this thing will even perform to the level it was advertised to meet. If I was a business that cancelled and/or just didn't show up for service calls, I would bump those poor people a little higher on my priorties list of scheduling. But no, they cancel an appointment and we get to wait another two or three weeks till they can 'get around to us' with not even a hint of remorse or apology.

We were told that on call three they would just go ahead and replace the unit. We are waiting on call six now, which was RESCHEDULED! The center says it is the repairman's call on whether the unit should be replaced or not, the repairman says it has to come through the repair center!

I dispair that I shall ever have a working dishwasher...nevermind that we paid almost $700 for the stupid thing. We have had only minor problems with the washing maching, but I am scared now. This has been a hideously expensive lesson.

Do yourself a favor and stay away from Sears. Even their Craftsman tools, that for so long was a standard other tools hoped to match, has disintergrated to something lower than that $6 set of 32 different tools my poor misguided and very elderly great-aunt used to give people at Christmas. We splurged and bought a 'nice' set of Craftsman tools the same day as the appliances and have just taken to throwing them away when they break. After the first one, we learned it wasn't worth dealing with Sears for a replacement.

Oh and then there is that ridiculous 15% restocking fee they have adopted now! Where they were resonably priced before, now they are higher end for price and tack on a restocking fee. To me this looks like a serious formula for business disaster.
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Posted by Slimjim on 2005-12-21:
I don’t understand that BS about the warranty period starting on purchase. Any orders for new construction should be, and are, done well in advance. Industry manufacturers know this and start warranty periods on delivery date as standard practice. So they still do that crazy salesmen are limited to their departments gig too?
Posted by Anonymous on 2005-12-22:
The appliance industry really hasn't been the same since largely being outsourced to Mexico. That's one of the reasons I got out of the business. Unreliable products, and product delivery. Too much linting in certain washers, etc. The average consumer may be better off buying from an appliance discounter and doing as much of the install as he can himself!
Posted by Anonymous on 2005-12-22:
Mr. Pirate, exactly what did you do in the appliance industry? Sales, installations, repairs, deliveries?
Posted by Anonymous on 2005-12-22:
Lint basket inspector?
Posted by Anonymous on 2005-12-22:
Owner/Manager of a couple of independents on the east coast. Why do you ask, looking for a delivery job? I suggest forwarding your resume to manpower.
Posted by Slimjim on 2005-12-22:
I think zz is asking pirate because nothing you say makes sense. A couple manufactures have moved some operations to Mexico, but the majority of white goods out there are still US built and assembled. Even those assembled elsewhere, including micros which are all Japan or Korean built, are stocked and shipped to retailers from the brands’ US headquarters as timely as if they were made right there. You “owned” two stores and got out of the “biz” because of that- and a linting washer?
Posted by Anonymous on 2005-12-22:
"Too much linting?" Everything that you touch has too much of someting! Sorry your 'biz' went under. Poor, inept owner/management that couldn't get along with the customers I bet?
Posted by Anonymous on 2005-12-23:
Google again, oh GoogleMeister. More than "just a couple" of manufacturers have moved south of the border, particularly if you include all of the foreign made components. Stick to what you know, kitchen-electrics and small wattage light bulbs.
Posted by Slimjim on 2005-12-23:
There is a diferrence between a manufacturer and a brand. Ge and Whirlpool did not move, but opened additional plants in Mexico. Brands of the makers (Hotpoint, Kitchen Aid etc) of course are included. Why are YOU on google pirate trying to understand this? You said you were in the biz for 30 years. Now you claim things that didn't happen, (plus an overlinting washer), put you out. Your bio says you're a retired sailor. Well- whatsup??
Posted by Anonymous on 2005-12-23:
You're very curious about me for some reason. Believe me, I'm not interested in you, as I am heterosexual. Is it not possible to own businesses while being away at sea? That's why you hire competent managers, not wannabes who get forced out for wasting time sweeping coils.
Posted by Slimjim on 2005-12-23:
No it's not possible. People who own businesses run their business. Besides, you just said earlier you managed them too, remember? Maybe you should stop telling "fish" stories.
Posted by Anonymous on 2005-12-23:
Did a little of both actually. Didn't say that I was in the service, merely a sailor. Figure it out.
Posted by Slimjim on 2005-12-23:
30 years is a little? You in the service? Never thought to imply that. Do help me figure, what does a sailor do? Fisherman, boat captain, explore new worlds, please explain.
Posted by Mad Eye Moody on 2005-12-23:
And Lo in the Pirate's conflicting stories start to turn on one another.
Posted by Anonymous on 2005-12-24:
Glad my life intrigues you mental midgets so much. Guess that's why you're an appliance salesman has-been and an ambulance chaser.
Posted by Slimjim on 2005-12-24:
Clearly your life, or more specifically lack of, intrigues no one here, including yourself. That's why you keep making up a new one. Sad little troll.
Posted by Anonymous on 2005-12-26:
Looking in the mirror again, "Amana-man?" LOL!
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Kenmore Dishwashers Don't Last
Posted by Jefredrick on 11/27/2002
PLEASANT HILL, CALIFORNIA -- In the past 5 years we have purchased 2 Kenmore Elite Dishwashers. Both of them stopped working in less than 2 years. This is more than just a fluke. Sears says it is our problem, not theirs. What are the maintenance and service call records for these appliances? This should be public information. What are they trying to hide. We would like to know how many other families have been victimized by their expensive and faulty appliances. We will not be purchasing from Sears in the future.

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Posted by Anonymous on 2002-11-28:
Wash by hand.
Posted by Anonymous on 2002-11-29:
Honestly, I think you had a run of bad luck. Almost all Sears units are built by Whirlpool, which has a good track history. You know Sears leaned all over an extended warranty plan when you bought them, and obviously you declined. I wouldn't expect them to care too much now when the factory warranty is up. Try a Maytag or GE next.
Posted by Anonymous on 2002-12-02:
It doesn't matter who you buy. (to a certain degree)What matters is the quality of product. It your not buying stainless steel or to a lesser degree ceramic, your buying crap. Think about it. What happens when you expose plastic to heat???
It will eventually warp, thus creating a leak. Spend a few extra bucks and buy a quality product. Oh and always get the warranty, but read the fine print. While they will cover some things there is a list of stuff that isn't covered. So read before you make a warranty call and spend some cash when you buy.
Posted by Anonymous on 2003-04-24:
What are you putting in your washer? Cement? Hammers? My grandparents have Kenmores that have lasted over 20 years.
Posted by Anonymous on 2003-10-19:
I also purchased a $500.00) Kenmore dishwasher from Sears. In 14 months we paid approx.
250.00 to repair it. Sears said with a snear you should have purchased a extended warranty.
The Dishwasher in question just failed again in less than 2 years. Sears once again refuses to do
anything about it. After doing business with them for 45 years plus, I with never darken there doors
Posted by drefinnej on 2005-01-12:
Don't listen to the other people who remarked..i completely agree...i just bought my crappy kenmore a year ago and it's showing signs that it is going to break down..i've had some motor trouble with it...
Posted by Annie H. on 2005-05-31:
My 3 year old Kenmore Elite has a burned out heating element and the seal around the motor has failed, letting water invade the wooden floor space under the dishwasher. What an inferior product! I now spending a third of the cost of the dishwasher (1,000/350) today to repair it. I will never, never buy from Sears---there was no compromise or consideration given to help satisfy me. It is just bad luck........according to them. I didn't realize I needed to purchase an extended warrantee. I guess they know how crappy their appliances are and that I would need one. It just took me a little while to find out. It certainly isn't "A Good Life" for me.
Posted by mabe1 on 2006-05-09:
I suggest you people having difficulty with your dishwasher --DON'T buy a frigidaire dishwasher. Read the complaints on line.
Posted by Annie H. on 2006-09-30:
You aren't going to beleive that my heatin element is out AGAIN!!!!!!!! SEARS SUCKS! I don't know if there is even a warantee on the part I replaced 16 months ago. What am I going to do?
Posted by grandma005 on 2008-02-27:
You should always buy that extended warranty. When you add in the cost of the machine, delivery fee, haul-away fee of old machine, new service contract the extended warranty is a bargain.
Posted by madashellclassaction on 2008-10-03:
My Kenmore Elite broke just before its 4 year anniversary. Now it's costing me almost $400 to fix it! It worked ok; dishes were cleaned and it's nice and quiet. I just don't expect ANYthing to last any more. Things are not quality controlled in China! And why would Sears or ANY big corporation care about consumers?? The days of consumer 'protection' are history, folks! As a class (as in class action) we could probably make enough noise for someone to act but who's organizing? I also bought a refrigerator that had a fan that "doesn't work well in my climate" so they regularly install fans inside the freezer!!! My oven, from Sears, has a part holding the glass front up that is rusting in exactly the same place the last one did. The idiot (repairman) tried to claim I "spilt grease" there but I know I or anyone in my family hasn't done that....I would've had to CLEAN IT UP!!! My microwave (GE) just pooped out after less than two years!!

I'm mad as you know what and don't wanna take it any more!
Posted by Zute on 2010-08-19:
I'm with you, poster, the Kenmore dishwasher I had had the motor burnout only a few short years after buying it.

Call me old-fashioned but back in the day, we didn't have to buy extended warranties. They gave us a good 3 years or sometimes more and you didn't have to pay 25% of the purchase price for it!

Now I think they're making junk so you DO have to buy the extended warranty.
Posted by LKF in VA on 2013-07-02:
We purchased a Kenmore Elite diswasher about 7 years ago. We have since had the control panel membrane replace three times (twice in the last 6 months!)...only once while it was under warranty. We also had to have a water pump replaced. I believe that we could have purchased a new diswasher for the cost we have spent n repairs. And, I won't even start with the problems in dealing with Sear's service department.I will never again buy a Kenmore anyhting from Sears!
Posted by SearsCare on 2013-07-03:
I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. We can truly understand how disappointed you may feel with the repair of your dishwasher. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the dishwasher is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (LFK) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
Posted by Andrew on 2013-08-29:
Kenmore was the best 30 years ago. The new ones are not even close. Just bought a Maytag 11 months ago, nice looking and cleans well but the touch pad just fried. Good thing it's still under warranty. I suspect that all brands are crap now and you have to be lucky to get a good one.
Posted by susan on 2014-01-04:
I purchased a brand new Kenmore Elite dishwasher and the unit was installed Spring 2013, after we had a complete kitchen remodel.........It is January 2014, and Sears and Whirlpool were contacted the week of Thanksgiving 2013, that the dishwasher leaks and caused extensive water damage to our new kitchen.
Whirlpool refuses to go forth with the claim until I return the unit to their facility for a full inspection by their engineering team- once out of my possession their can be no other witnesses, me included. Why will Whirlpool not go forth with the claim.... I refuse to take a pay-off of what I paid for the dishwasher, and want to keep it in my possession as proof. So far the damages just for dry out cost a good chunk of money
Posted by lucia on 2014-01-06:
My sears/kemore Elite dishwasher is also a dog. Lucky for me the problem is not leaking-- just a very minor part which has sheared off. The fact that it is broken is obvious. I've posted photos at my blog:


Alas, although if supplied with the part, even the stupidest fumble fingered consumer could replace this piece with zero labor costs, Sears/Kenmore insists that I pay them for labor. I'm looking into legal aspects of warranties to figure out if they have a leg to stand on.

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If You Don't Buy The Extended Warranty, You Might As Well Buy Another Appliance
Posted by Blair89 on 11/05/2007
In April 2006, we purchased 3 Kenmore Appliances (dishwasher, refrigerator & stove) - moved into our house in May. End of May 2007, seal breaks on dishwasher motor, no extended warranty, have to pay for labor but not parts. Send letter to CEO of Retail, Mr. Lewis - no response. Fast forward to October 2007, the door completely falls off the refrigerator after a couple of weeks of a "rubbing" sound. Technician comes out & advises can't repair door - need a new one for over $900 - he can't explain what happened - has never seen it before. Called Sears Customer Service & their "One Source Division" - all useless - on hold FOREVER - probably because of so many complaints. Because no extended warranties purchased, they treat you like dirt. Trying to explain I purposely went to Sears & bought Kenmore because of past purchases - product reliability etc - shouldn't need an extended warranty.

They don't care. They checked my records and saw we have purchased 13 appliances over the years but still doesn't matter. I will never shop at their stores again and will tell EVERYONE I know about this. They have no idea how to treat a customer nor do they care to learn. I sent an e-mail requesting contact information for the Consumer Finance Manager of the department needed but they have not responded.

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Posted by moneybags on 2007-11-05:
Sears = KMart! Buyer beware!
Posted by Justusryan on 2007-11-05:
well, the warranty info is posted on the product. If its never going to break, why warrant it in the first place?
Posted by hello dolly on 2007-11-05:
So does this mean that the poor scmuch who hasn't bought 13 appliances over the years should pay a higher repair cost so you have to pay nothing???

Please let me know what store you have found that provides a forever warranty on ANY machine???
Posted by rah332 on 2007-11-06:
if you paid with your credit card, it may be covered under their extended warranty. ck it out.. could be worth the effort.
Posted by njs on 2007-11-06:
They talked me into buying a warranty when the first repair guy guessed at the problem which was wrong and the second guy had to find the problem. Very Bad Service...
Posted by gaetana on 2007-12-09:
should have bought the extend warranty
Posted by aatwatch on 2008-02-26:
you are absolutely right... you should have everything given to you for free while others have to pay for an extended warranty. Does Wal-Mart and Target give lifetime warranties on everything you buy from them?? Or is Sears the only retailer that owes you that?
Posted by tarae on 2008-06-17:
I agree. We also purposely bought Kenmore appliances since we had in the past. We've had nothing but trouble with the appliances and especially the service. I will never buy Kenmore appliances or buy anything else ever again from Sears. I too wrote to the president and CEO of Sears and never received a letter. They have terrible customer service. I'd buy appliances from someone else. We are in the process of getting an extended warranty but don't want to buy it from Sears. It is $1300 for a 3 year warranty. That is crazy. Don't buy from Sears--go someplace else!
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Life is too short to deal with sears
Posted by Sears Hater on 01/20/2006
FAYETTEVILLE, ARKANSAS -- Lets start with a little history. About 3 years ago we put new appliances in our home. My wife wanted Kenmore. I agreed. Well 2 years later the refrigerator quits working. I call a repair man out of the phone book. He comes out and takes a look. Its the compressor he says. Its a Kenmore so it's still under warranty but you will have to use sears. No problem I pay him his money and he leaves. I call sears and schedule an appointment. It was Friday and would be Tuesday before they could come out. That's understandable I think. Well the guy comes out and I tell him what the other guy says. He doesn't think so its some other part which isn't under warranty and had to be ordered. So I pay him half $80 and he orders part. He comes back on Friday with the part and that doesn't fix the problem (ref down 1 week). Well he then decides its some other part and has to order it. It will be in on Wednesday. No show on Wednesday and I called and found the part was delayed. Repair guy shows up on Thursday. That didn't fix the problem. Guess what it was the compressor. Has to order it will be in on Tuesday (refrig down 2 weeks). Then finally on Tuesday they come and fix the compressor and frig is back working. I swore off Kenmore appliances. Now I purchased a new home with "Kenmore Appliances". We have been in the home 3 weeks and the dishwasher goes out. I call on Monday and have service scheduled for sometime between 8-5 on Wednesday. Well someone calls at 8 in the morning and wanted to know if the guy was there. I said no. Then they call around 10 and told me they would have to reschedule. I asked when and they didn't know someone else would have to call me. So at 5 I called back in and they said it would be the following Monday. After several minutes complaining they moved it up till Friday. Well now it is Friday and I try to find out if the guy is coming and it appears if the tech is to come on Monday maybe. Long story short if you need an appliance buy one that most anyone can do repairs on. Life is to short to deal with sears service. I am typing this letter while waiting to find out what sears is going to do about the poor quality products and industry worst service
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I Cannot Believe It
Posted by Bright Wing on 03/15/2011
MUSKEGON, MICHIGAN -- Purchased a dishwasher today.($506.00) Had to also purchase a kit ($11.00)to be able to install the new and improved tubing for the water to run through and the new and improved adaptor for the back of the dishwasher.

The dishwasher from 5 years and 2 weeks ago doesn't use the same copper tubing, or the same size of connectors on the dishwasher. When we got the dishwasher home and started to install the tubing also discovered the connectors that we has to purchase did not fit the water outlets in our(6 year old) house either. Had to go to Lowes to purchase the adaptor (another 17 dollars to include copper tubing cutter).

Do not quit reading yet because it gets even better; When we got everything together came to the conclusion that there was not electrical cord!!! Never was it mentioned that we needed to purchase an electrical cord for the dishwasher. Next time you purchase a television, blender, refrigerator etc. make sure you ask if the electrical cord comes with it. If it was not for the fact that I keep remembering this will be funny in about a year, I cannot believe it!

Hopefully tomorrow I will not get a phone call to bail my spouse out of jail for causing a disturbance at Sears. What is going on here?? Will keep everyone posted.....
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Posted by Mrs.Cole on 2011-03-15:
I didn't know that dishwashers didn't come with power cords... and if a salesperson didn't mention it... I'd be a little upset too.

At least tell me so I can be ready... that salesperson could of made another sale on the power cord... and the poster would of had one less thing to think about.
Posted by Venice09 on 2011-03-16:
I never heard of appliances not coming with a power cord. All of mine did.
Posted by Venice09 on 2011-03-16:
Local, I think you need a star to rate the comments. Hopefully, you're next in line to get one.
Posted by Alain on 2011-03-16:
Definately star time for Local and some others, too, I hope.
Posted by saj80 on 2011-03-16:
Remove the cord from your old dishwasher and use it; there are three connections (hot, neutral, ground). I have replaced a couple of appliances within the last year, neither came with a power cord, and I simply used the cord off of the old appliance.
Posted by SearsCare on 2011-03-16:
Dear Bright Wing,

My name is Scott and I'm reaching out to you on behalf of the Sears Social Media Support Team. I'm terribly sorry for the trouble & inconvenience you've endured with your new dishwasher purchase & installation. We'd like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the dishwasher was purchased under and we will call you at your convenience. In addition, include your screen name (Bright Wing) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
Posted by trmn8r on 2011-03-16:
If this is a built in dishwasher, it very well may not have a power cord. Installation may call for a flexible conduit, so that when servicing the unit a "regular" power cord is not damaged. This isn't a countertop appliance. Such a conduit would not be supplied, and I don't fault the salesperson for not mentioning it. This is something you need to be prepared for if you are doing it yourself, as is adapting the water connections.

My first step with a major appliance (stove, dishwasher, water heater, etc) is the installation manual to determine needed supplies.
Posted by trmn8r on 2011-03-16:
Yt - this is what is going on these days on consumer websites. I was browsing a site one day, and a whole bunch of comments about Amerigas popped up - 44 to be exact, replies of an Amerigas rep to complaints.

Many of the complaints were over 2 years old, and several were of the nature "It's 10 degrees here, and we have no gas thanks to Amerigas' inability to XXXXX". The Amerigas rep said something like "Sorry to hear about this trouble - call me and I'll see if I can help."

At least this Sears rep is within a few days!
Posted by Ytropious on 2011-03-16:
True, Sears is on the ball with these complaints. I just don't think it's going to do any good except to prove "we're listening". I like companies who stand up for themselves. Imagine if in this complaint the sales person DID tell the OP about the supplies needed, but the OP still chose to rant about needing extra supplies. I bet Sears would be apologizing even though they didn't do anything wrong. Oh well, what ifs..
Posted by Venice09 on 2011-03-17:
I'm confused. Is it being said here that major appliances do not come with power cords? I have never purchased a major appliance that did not have a power cord. We're talking about the cord that plugs into the wall, right? Installation kits are one thing, but no power cord? Really?
Posted by fire4511 on 2011-03-27:
Dryers, dishwashers and stoves do not come with power cords. Many installed dishwashers are hard wired, meaning that they are wired directly into the home's electrical circuit. Stoves and dryers have the cords sold separately, because there are different style outlets that can be installed in the home for 220v service.

Some updated electrical codes require that dishwashers and garbage disposals have a plug in connection, but most homes are hard wired for both.
Posted by Venice09 on 2011-03-28:
All of my clothes dryers, washing machines, stoves and refrigerators came with power cords. They did not have to be purchased separately. I never heard of this before.
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