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!
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.
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.
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"
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.
TEXAS -- I purchased my dishwasher and paid for the unit, tax, installation, and extended warranty... all for about $1000. I could have purchased a regular dishwasher for around $300 but thought that this time I would buy what I considered to be "quality Sears product." Prior to this, I had a builder grade unit which lasted for 12 years with no problems.
My problems with this unit started early on when the Sears delivery deposited the unit in the middle of my kitchen and told me I would have to schedule it to be installed. After nearly a week of having to squeeze around this huge box in the middle of my kitchen, they finally came and installed the unit. Not too long thereafter, I had a problem with the water not draining... never had this problem with the cheaper unit. A technician came out and made me buy a dishwasher cleaner and now that is what I have to do every few months if I want my dishwasher to drain. But, that is not the problem about which I am wanting to write today.
Since July 26 the door of the dishwasher does not stay closed. It pops open throughout the wash cycle, which immediately stops the wash. I would turn the wash on at night so that I could unload the dishwasher in the morning before work. In the morning, the dishwasher would show that it had stopped the washing cycle and the light on the front door would just blink. (One technician told me that he had gotten a memo regarding this problem, which affects all of these particular units.) I tried holding the door closed but there is only so much time in the day to hold dishwasher doors closed so that the dishes could be washed and then one has to move on with life!
After waiting some time on the first visit, a technician came and simply moved the inside latch up and down and then said that it would work. It did for a day. Then, it didn't. I called again, and again had to wait hours for another tech. to come. The same one returned and this time said that he would have to order a new latch. He returned but since the washer was working at that time, the decision was made that the latch was not needed and he took it with him.
A week later I called again because the unit was now not even closing without popping open. The next tech. came and began using a drill! He reset the dishwasher so that it was pushing up against the granite counter top. We couldn't close the door at all! Finally, after shoving the dishwasher back, we were able to push the door closed. But, then it simply popped open when the dishwasher was turned on.
Finally, the last technician came on the 16th of September, now nearly 2 months without a dishwasher, and he did nothing. Yes, that is correct. He did nothing. He did not open the dishwasher, did not look inside, nothing. I was to have expected him to arrive between 1 and 5 PM and he did not arrive until 7 PM. He took one look at the outside of the dishwasher and told me that he needed to make a call, at which point he went to his truck and returning after some time, simply told me that someone had ordered a new latch and that he would have to come back another time, and that I would have to contact customer service to arrange the next repair visit, once I received the new latch!
At that point I told the technician, "Enough was enough!" and that this was the 5th visit regarding this problem! Hearing my frustration, he assured me that he would advise a replacement unit to be installed, considering the trouble that I have had with this unit. To his credit, he did call me the next day to tell me that he would call management about the issue. He suggested that I call customer service the next day and that he would let them know that I needed a replacement.
On Friday, September 17, (the next day) I was on hold with customer service for 55 minutes and was told that the unit could not be replaced since the tech who came the night before was not working and they could not verify that he had told me that he would arrange to recommend a replacement unit and that apparently, the tech had not made a recommendation to replace the unit. Instead, I would have to accept that I would have to simply wait for a new latch to be ordered and to call the company when it arrived to schedule another tech. to come out to attempt to repair the unit again.
I was then told that they would call me back; that was Friday and today is Sunday afternoon. Still, no Customer Service Management has called me back as they had told me. I was told that my warranty apparently does not allow the replacement. So, what is it for which I paid? Not being able to use a dishwasher for months while the warranty slowly expires? How convenient is that?
It appears that I had bought a lemon. Apparently, Sears was aware of the problem, according to the memo described by the last tech. Does Sears not stand behind their products? Do they not respect their customers? Is it right, that they require a good customer to endure so many attempts to repair the same problem without resolution? Is it right to make customers repeatedly put their lives and businesses on hold while having to wait for someone to keep coming out but not fixing the problem?
With the next visit, it will be 6 times in nearly 2 months that I will have had to await - for hours - a repair technician to come to my home to fix a dishwasher that does not run because it shuts down every time the door pops open, which is every time the dishwasher is turned on! I must say that I hesitate to ever use Sears products or their repair service and certainly would not recommend them as a repair service, in general.
So, what will ultimately be done? Do I have to continue waiting to be able to use a dishwasher that cost so much money? I am so tired of paying so much money for something that does not work and which obviously could not be repaired by different repair people. I have hardly been able to use this dishwasher for nearly 2 months and it is under warranty! What would you do?
LEOMINSTER, MASSACHUSETTS -- Working with courteous, helpful sales personnel last Friday and Sunday, I bought a Kenmore Dishwasher. A hefty amount of the total price involved installation, and we arranged for delivery (which I thought included installation) for Thursday. I was told they would call the day before with specific time of delivery, and that happened.
I received, in fact, two recorded messages from Sears this week--both, I would guess, from India since both began by verifying a curious version of my name reversed, sounding like an Indian surname. The first gave me instructions to prepare: simple--make sure passage is clear for deliverers, etc. Done. No problem. The second call gave me the hour for delivery. Accurate, In fact, the delivery was about half an hour early. And the deliveryman in charge (I assume) who spoke to me, was courteous and kind.
However--here is where this all goes wrong! He asked if the water was off and disconnected. No. He asked, shocked, "had I not called a plumber to do that?" No. I thought the installers dealt with that. "What about the electricity?" he asked. Same answer. "Had no one told me?" he asked pityingly. They were only deliverymen. They were forbidden to touch plumbing or electricity. They, therefore, could not take out the old dishwasher from my small kitchen; they hauled in the new one and dumped it in my dining room.
Someone should have told you! he said. Get a plumber to install this; then call Sears and they will arrange for us to come back and pick up the old machine. Another charge? I asked. He agreed--a second trip naturally involves another charge. I reread all the handouts I had received. No mention of calling plumbers before delivery; no promise either that deliverers will be plumbers. All strangely vague. So, unhappily, I called a plumber, leaving a message on his answering machine. He must be on vacation, probably fortunately.
Last night at about nine, I received a call from a man who gave me his first name and said he was my dishwasher installer, and could he come tomorrow (that's now today) sometime between one and four? I was confused. Was Sears sending him? Was he a plumber? Would he be actually installing the dishwasher? Yes.
I suppose I should have waited to write this review after he shows up this afternoon. But my point now is that Sears fails to explain anywhere that delivery and installation are two separate events. I knew I had paid a hefty fee that I believed included both, but I assumed they would take place on the Thursday I had set aside for this.
Now it appears to involve three days set aside: a day for delivery, a day for installation, and a day for removal of the old dishwasher. It involves both kitchen and dining room, upsetting much more than I had expected. Next time I buy an appliance, I will buy from a local independent company which prides itself on full, convenient customer service. They don't, of course, carry Kenmores, but...
Plumber/installer came the next day, quietly and efficiently replaced the old dishwasher with the new, and took the old one away.
ATLANTA, GEORGIA -- Well, where should I start? I have a Kenmore Elite dishwasher that is only 4.5 years old that failed on me. It wouldn't start. I thought dishwashers were supposed to last 20m years, but I guess not anymore. I called Sears and A&E Factory Service came out to look at it. They said that the front control panel was out and that it would be $450.00 to replace it. The tech said that I would be better off with a new dishwasher. I went to Sears because I have had good luck with them in the past. Wow, what a WRONG decision!
I bought a dishwasher there and paid over $800.00 for it. But, here's where the problems begin with Sears' DISMAL service and lack of caring. The installation tech (H&M Service - don't use them) that came out was not uniformed, was driving an old truck and was dirty. I almost didn't let him in the door! He stayed about 5 minutes and said that he couldn't get the old dishwasher out because of my tile floor. He wanted to charge me for the call, but I refused telling him that this was all part of the purchase price. I had paid for installation already! So I called Sears and told 'em to forget the deal and to credit my account.
They begged me to not do that and to let them get another tech. Well, Deon ** of Quality Pros called and said that the dishwasher was not at the warehouse so he couldn't install it. He wanted ME (the customer) to find out where it is and to call him when I found it! I called the Sears store manager, Senta, and was finally connected to her. A few days later, she called me back and said that the dishwasher was in the warehouse.
She helped in that respect but has never followed up and just seemed to treat me like another complaining customer. I called Deon ** of Quality Pros over SIX times and he NEVER returned my call! To this day, he has not called me back. I then called Sears again to get a new tech, maybe someone competent this time. They said that they would have someone contact me within 48 hours. But they probably won't.
This is their last chance. Sears needs to have their own installers and a specific customer service number that you can call if you need help! I have endured the phone tree and numerous employees that could care a less about helping me. No wonder Sears is in trouble!!! I have been without a dishwasher for over three weeks and I have a family of 5.
While it's not the end of the world, it is inconvenient to hand wash dishes when this could have been resolved a while ago if Sears cared about their customers! I am going to give them this last chance (3 strikes). If I don't get someone to call me back within the allotted time frame, I will go to the store and cancel my order. Sears can lose the $800+ in revenue.
I will get someone else besides Sears to fix it too. Don't use A&E Factory Service either because they're owned by Sears. The way I have been treated is ridiculous. I will NEVER use Sears again and I recommend that you don't either. Support your month and pop appliance stores. Even though their prices may be a bit higher, you would probably come out WAY ahead in the end because most of them care about their customers and would never treat them like I've been treated.
Sears deserves the bad press it gets. Never again will I be treated like this when I am paying them and they're in business because of ME and others like me. Sears needs to realize that customers come first, not the bottom line. If you treat customers like gold, the bottom line will follow. Obviously, Sears doesn't know this.