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.
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 where under warranty without service call.
We just decided to Mickey Mouse it together until it dies which does not seem to long as I am already having trouble with the board and having to unplug it and then plug it back in to reset it. Pretty poor service for a dishwasher that costs us almost a thousand dollars. Never going to buy at Sears again will take my husbands advice and buy a Bosch or [Asko] dishwasher next time. Built in Europe better quality sadly said.
WAUKESHA, WISCONSIN -- We just bought all our kitchen appliance and the sales man was great till we got to the installation of our microwave and dishwashers. When he walked in try to cheat us from the begging he said I have to pay extra for [haul away] and it was paid already. We had to call Sears and went smooth then when he was installing the microwave he didn't cover the range stove and dropped the microwave 3 time on top of the stove which it dent the stove from 3 places and chip it.
He saw it, never said any thing and we didn't notice till after he left. Then he installed the dish washer and in purpose he left a hose out so we could call again. So he can come and get paid again since he is the only one in this location (he mentioned it). After he left we had to change the range then we had to call for six days to try get someone to come again and install the dishwasher because we don't want the same installer. In the phone they assured us it's not him coming again. Then after three days calling non stop we got him back again. We will never buy or install any thing from Sears again not because of their product just because of the subcontractors.
My name is Liz and I am a member of the Sears Cares Escalation Team. I came across your post and wanted to express our apologies for the troubles you have experienced with the installation of your dishwasher and microwave. It sounds as if we have let you down on just about every level imaginable and would like to offer our assistance. We would like the opportunity to speak with you to ensure your situation is resolved quickly and to your complete satisfaction. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (ssahoya), to email@example.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Social Media Moderator
Sears Social Media Support
LOMBARD, ILLINOIS -- We used the former Sears subsidiary The Great Escape to completely remodel our kitchen 4 years ago, including all new stainless appliances, and are overall very pleased. The only Kenmore appliance we got was the Elite Dishwasher model 13183K (rest all GE) at a price of over $1,000. It cleans well and has been very quiet. But after 2.5 years, it started leaking. After Sears couldn't get a repairman out for several days, we used Maytag repairs. A new water diverter cost us over $350. That was 15 months ago and it has now failed again.
We need yet another diverter, which the repair place says is the only one they have replaced and has failed again. I hate to buy a new DW for $900+, but why should I spend another $275 (plus the $75 for the service call, which I have to pay anyway) and risk being in the same boat in another year or two. A dishwasher that was a promoted as a high end model and cost that much should be good for 10 years at least.
I'm probably crazy hoping to get any response from them. Sears used to have great appliances and we have owned plenty of them. But if they can't get their act together in one of their stronger perception categories (Kenmore appliances), it's no wonder they are sliding into oblivion.
We apologize for failing to meet your expectations with your dishwasher. We truly understand the inconvenience this situation has caused you with your time and money. My name is Liz and I am a member of the Sears Social Media Support team. I saw your post and wanted to offer our assistance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss options and see what can be done to make things right. At your convenience please contact our office via email at firstname.lastname@example.org 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 was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (dlafave) 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.
Social Media Moderator
Sears Social Media Support
QUEENS, NY, NEW YORK -- Our dishwasher caused a leak in my neighbors apartment. Sears sent a tech who removed the machine, and replaced a recalled part, we were not notified about. This was the first issue. This tech. didn't replace a screw which holds the machine securely in place, but replaced the screw cap instead. This was the second issue. The machine wiggled out from under the counter and Sears was called again. This technician stated we needed a piece of wood to secure the screw and that he could not help. This was the third issue.
Sears home repair was called again to no avail. Sears Installation escalation department stated that they didn't see a need to send out an installer to fix what Sears created. (I still have this voice mail) This was the fourth issue. And, Yelp.com now has my review on Sears service. When I discovered My3cents.com, I emailed
My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that you'll be contacted by a dedicated case manager who will help resolve your issue. We're truly sorry that you are having difficulties with your dishwasher service. We understand your frustration and would be more than happy to offer the assistance of a case manager to help resolve this issue. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name used to post on this site, to reference your post (capell2b), to email@example.com. We look forward to speaking with you soon.
Social Media Moderator
Sears Social Media Support
ONLINE, UTAH -- I ordered a dishwasher online and had it delivered to a local store. When I got the dishwasher to my home and unpacked it, we found it had been damaged in the factory. The damage was very visible and I am disappointed that they would even try to sell a customer this product. I took the dishwasher back to the store, the same store I picked it up from, and they said they couldn't do anything because it was an online purchase.
I have spent the last month on the phone with customer service trying to work out a return and refund. I have spoken with 5 different associates and have gotten the run around from all of them. In the mean time, I had to buy another dishwasher. I have now paid for 2 dishwashers and only have one in my possession. The last employee I talked to said they were processing a refund and would see the money back in my account within 3-5 business days. It has now been 6 business days and no money.
Channiebabe, we truly apologize for any distress and inconvenience you have encountered with your online purchase. My name is Liz and I'm with the Sears Cares Social Media Support team. I saw your post and wanted to offer our assistance. We understand how frustrating it can be to order a dishwasher and it was received damaged. We would like the opportunity to have one of our dedicated case managers contact you in order to ensure a proper resolution to your continued concerns and an end to your frustration. At your convenience, please send the following information-contact#, screen name (channiebabe) and the phone # used at time of purchase to firstname.lastname@example.org. 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
SILVERDALE, WASHINGTON -- Very disappointed with Sears and their Warranty Parts replacement help. I ordered a part for my dishwasher that broke on May 3rd. They shipped the wrong part which arrived on May 15th. I called back on the 15th to get the correct part shipped (order number **). They said the shipping department would call me the next day to verify they could ship it faster to me. I never got a call or the part.
I finally called back on May 24th. They told me they could see the order in the system, but nobody ever shipped the part to me. I now spent 30 minutes on the phone trying to figure it out. They said they would ship the part again, but then we got disconnected. No call back even though they had my cell phone. I call back again and find out they shipped the wrong part again. They create a new order and tell me it cannot be expedited because it is under warranty. We are now about a month without a working dishwasher and will have parts sometime next week. Do not buy from Sears, or buy a warranty.
CHEHALIS, WASHINGTON -- We bought a Kenmore Pro Dishwasher 3/2011 and late October 2012 we noticed water damage on our kitchen floor. We have had a totally incompetent Sears repair person here twice who could not find any problems in spite of black debris all through the dishwasher. We also have an extended warranty on this dishwasher.
After he said he couldn't help us anymore we took pictures and a sample of this black debris to the Sears store where we purchased the dishwasher. We were told by the store manager, Kim that they would replace this defective dishwasher after she talked to her manager. Today's date is 1/5/2013 and we still have this defective Kenmore Pro Dishwasher and a water damaged kitchen floor. We have totally been ignored by Sears regarding these problem.
CHICAGO, TEXAS -- I have been dissatisfied with our Kenmore Elite dishwasher. The model number is 665.13942K014. Initially, the unit would not complete the wash cycle and would spontaneously shut off. Technicians replaced the control board after having to order parts because parts were not available locally. The downtime for this repair was 11 days.
Recently, the unit would not drain. The technician ordered the part saying the drain pump was not available locally. When I called the local parts supplier, I was told it was available locally and the part is in will call. My experience with Sears customer service representatives left me speechless. They offered no recourse. I have no confidence that the part ordered will repair the problematic and unreliable appliance. I regret that Sears does not support its "Elite" product line with readily available parts. At this point, we believe Sears should replace the dishwasher.
QUEENS, NEW YORK -- Absolutely disgusted by the lies from Sears.com and the amount of miscommunication between Sears.com and local Sears stores. I ordered a Dishwasher to replace my old one a week ago. I specifically called them to make sure to ask if they'd be able to haul away my old one if I were to pay for the extra service. They said, "Yes, sure! Great!" I asked if the item needs to be disconnected or can it still be connected? They said "Nahh! The item can still be connected and that's fine." I double checked with three (3) representatives to make sure of this. All 3 said the same thing.
Today, when I wasn't home, the delivery "team" arrives, and upon checking their "paperwork" which is more like 1 piece of crunched up paper. They said they cannot haul away the item because it is still connected. So, naturally, when I call in Sears.com and my local Sears store (Queens, NY) to try to resolve, I am taken on a merry-go-round of call transfers. Great service, Sears!