Sears Dryers - Page 2

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1.2 out of 5, based on 17 ratings and
84 reviews & complaints.
Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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Dryer Installation Nightmare
Posted by on
ANNAPOLIS, MARYLAND -- This is a cautionary tale of dryer service and installation delivered through Sears. I bought an expensive dryer from Sears in September 2008. It was a nice dryer and quite large for the space so I arranged to have the dryer side ventilated so that it could be placed closer to the wall in my laundry room. The technicians who arrived spoke Spanish most of the job and seemed to be arguing often.
They eventually wrapped up the job and said it was all set. I have used the dryer for three years and it seemed to be working OK until it began turning itself off and an error code kept popping up.
I thought perhaps it was time to clean the dryer vent and hired a service company to complete the job. Upon arrival they discovered that the dryer was set up to look like it was ventilated but that Sears had never made the connections on the inside of the dryer to connect to the exterior tubing in the first place. Sears sent out their own reapair/service guy and he confirmed that the install was never done correctly. Three years of lint and moisture blowing into the guts of the dryer. The only reason why it limpled along for as long as it did was due to the usage being relatively low comparative to the size of appliance purchased. Mostly families that use their dryer daily buy such an appliance and since I live alone and do laundry once weekely it took some time for the problem to get to the critical point. Now I have a dryer that is completely useless ans Sears giving me the run around about whether they will replace the machine with a comparable product or not. Considering they made the original mistake of incorrect installation you would think they would do the right thing in this instance but this is the "new" Sears not the old one. I am extremely fortunate that I did not have a house fire due to this appliance. Sears has yet to make this right and I now understand why people get fed up and sue companies. It is an absolute outrage that they left this appliance sitting in my home as an unknown hazard. Shame on Sears for not immediately making this right and passing the buck the way they have in every single call I have made to them. At this point I have no other recourse but to buy a new dryer (NOT from Sears!) and sue them over this shoddy and unprofessional service.
     
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habelle on 2011-11-07:
Wow, what a nightmare! I'm glad the improper setup didn't start a fire! What have your calls with Sears been like? Are they denying responsibility? What is their stance, and why are they not helping you? Is it the local store or corporate you've contacted? I would love to hear the rest of the details.
Slimjim on 2011-11-07:
Wow, how do you start a side vent conversion, and then button it up half done. This is a new one and I don't blame you for wanting this remedied 100%. I'm surprised you didn't feel the hot wet exhaust in the room. The air probably still made it out the venting, but the lint obviously couldn't.
swimjim on 2011-11-07:
I voted this review helpful, hopefully it will serve as notice to Sears and a warning to others.
At Your Service on 2011-11-07:
With all respect to the O.P., there is absolutely no way that an incorrect venting system, such as is being described within this complaint, could go unnoticed for even several months, let alone three years.

The lint becomes only one aspect of the venting. More dramatically is the moist air being vented off. This would cause such a humid environment that it would shut down the appliance nearly immediately as well as be very noticeable in the ever humid environment it was producing every time something was dried.

What is more plausible is that the internal venting system became detached at some point and, fairly soon thereafter, displayed the problems described. This, then, begs the question of responsibility of the installation so many years after the service was performed.

Let me ask this: If a delivery team delivers a dryer, installing the vent using the recommended clamps, would this same team be responsible should the clamps become detached three years later?
Venice09 on 2011-11-08:
"At this point I have no other recourse but to buy a new dryer (NOT from Sears!) and sue them over this shoddy and unprofessional service."

Welcome to the revolution, Sandy!

Please stick around. Your input is valued. You might also find the reviews and comments very interesting.
Slimjim on 2011-11-08:
I think AYS probably has it right on what happened
Venice09 on 2011-11-08:
"Sears sent out their own reapair/service guy and he confirmed that the install was never done correctly."
SearsCare on 2011-11-09:
To sandy_elwood46,

I do apologize for the mistake made by the Sears contractor who installed your dryer. I certainly understand your frustration with this issue and the concern that the mistake could have possibly caused a fire. We are very glad that it did not. I realize that you have not received an acceptable resolution to this issue. We do value you as a customer and would like to see how we can help with this unfortunate situation. My name is James and I’m part of the Sears Cares Escalations team and we value you as a customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the dryer is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (sandy_elwood46) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support
At Your Service on 2011-11-09:
Thanks Slimjim. With a little understanding, it's really pretty straightforward. Hopefully James will be able to help her out anyway though.
Venice09 on 2011-11-09:
If the internal venting system did become detached, it was due to the installation being done incorrectly. C'mon, guys. Even Sears own representative confirmed this.
At Your Service on 2011-11-09:
Not at all. That's the same fallacy as believing the manufacturer is always responsible when something breaks. The vent was installed and was working properly for several years.

Hopefully Sandy will get the problem rectified, even if it means purchasing a new unit herself.
Venice09 on 2011-11-10:
Then how do you explain this statement:

"Sears sent out their own reapair/service guy and he confirmed that the install was never done correctly."

Certainly if the Sears repair/service guy saw any out whatsoever, he would have jumped on it. No?

"The vent was installed and was working properly for several years."

You have no way of knowing that. It's just an assumption that diminishes the importance of this review.
Tuco on 2011-11-10:
At your service's comment is correct.
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Sears Home Service repair is a NIGHTMARE!
Posted by on
PLANTATION, FLORIDA -- 1. Don’t be mislead by a low price quote on parts - Prices charged by service tech are higher than prices quoted by customer service. When I complained about this, customer service stated that the tech can order parts from different vendors. The tech said the computer puts in the prices and they have not control.

2. You will be billed for parts and service on the first service call. If the tech does not have the parts, they will still bill you for the parts and service on the first call. They will then ship the parts to you. You will then be stuck with the parts, and the service tech may never come back to install the parts. They will refund the price paid for the parts, if you send them back. The service fees are NON-REFUNDABLE, whether or not the repair is completed.

3. They never arrive on time and often don’t show up for appointments. Techs are overbooked and will call you to try to cancel/reschedule. If you don’t reschedule, they just won’t show up or if you’re lucky they’ll show up late. I had 3 appointments scheduled. The first one was for 1-5 PM. At 4:45, the tech called and tried to reschedule saying that most condos don’t allow repairman in after 5. I told him that was not the case and he arrived at 5:30, WITHOUT the required parts. A second appointment was scheduled for a date 2 weeks later, between 1-5 PM. At 4 PM, I started calling customer service to check the tech’s status and they assured me he was on the way. For the next 2 hours, I called every 30 minutes and was repeatedly assured he was on the way. At 6:20 PM, customer service called me to reschedule. No appointments available, until the following week. The third appointment was scheduled for 10-2 window. At 1:45 the tech called to tell me he was running a little late, would I like to reschedule. I told him NO and he said he was on his way, but never showed up. I repeatedly called customer service who reassured me he would be there. At 4:45, they told me that he had been there, but security wouldn’t let him in the gated community. I don’t live in a gated community. It is a high traffic condo/hotel and security does not monitor entry to the building.

4. Customer Service is unable to contact techs, they can only send them messages asking them to contact the customer. Techs and routers (dispatchers) ignore the messages and the customer is left waiting. Customer service will give you the runaround, transferring you to Customer Solutions who will just tell you that the tech will call you or is on the way.

5. Customer Service will tell you that the tech will call 30 minutes before arrival. Don’t believe this. I was later told by Customer Solutions that this is not correct and they may or may not call you. You need to be home waiting for the tech. Be prepared to take a few days off of work.

6. If you complain enough, they will offer to send you a $25 Sears gift card, but I never received it. Even if I did get it, $25 is not near enough for all the time and energy wasted!!!!!

     
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SearsCare on 2010-04-22:
Dear NoDryer,

We are sorry to hear about the unsatisfactory service you experienced with Sears repair service. It is our goal at Sears to provide our customers with the highest quality of service and exceed your expectations. This clearly has not been done for you and we would appreciate the opportunity to speak to you. My name is David and I work for the Sears Cares Escalations Team. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and the phone number the appliances were purchased under and we will call you at your convenience. In addition, include your screen name (NoDryer) in the email so we can reference to your case.

Thank you,

David V.
Senior Case Manager
Sears Cares
SearsCare on 2010-06-07:
To NoDryer,
Thank you for giving us the opportunity to assist with your complaint, I’m glad we could connect and be of assistance for you. We do value your business and appreciate you giving us the opportunity to resolve this issue to your satisfaction. If you need any additional assistance from Sears in the future, please don’t hesitate to reach out to the SearsCares team at searscares@searshc.com.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
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Sears seriously endangered the lives of a Ladera Ranch, CA couple and refuses to respond
Posted by on
3333 BEVERLY RD., HOFFMAN ESTATES, ILLINOIS -- We purchased a Samsung Steam Washer and Gas Dryer from Sears and had Sears Home Delivery install it using a 0-18" Periscope/Dryer Vent Kit which was highly recommended to us by several Sears representatives and purchased at my local Sears store in Laguna Hills, CA. I was so excited when these beautiful appliances arrived on Sunday March 21st, 2010. The tragedy that followed is HIGHLY DISTURBING. I'm still traumatized even as I write this. Sears could have killed me and my fiance as a result of a bad installation and the bad part I purchased from them- we were exposed to BOTH Carbon Monoxide and Gas (nat.) leaks for almost 22 hours!. Even worse, I discovered that the dryer could've exploded on me while I was trying to use it that same evening. I had to go to the Emergency Room and am by the grace of God LUCKY TO BE ALIVE TO TELL YOU THIS STORY. CLEARLY, Sears installers were negligent and the bad periscope I purchased from Sears created this DEADLY situation. You would think a company like Sears who I always believed was the "go to store" for appliances would try to take responsibility or comment or try to address our near death experience in an expeditious manner. INSTEAD, they are ignoring our repeated inquiries regarding this situation and what they plan to do about it and it just seems like they're hoping this situation will just disappear and we'll get so frustrated that we'll give up trying to contact them. Numerous SEARS representatives keep trying to pass the blame off entirely on the third party installer- DIACOM, Santa Ana, CA. ALL I KNOW is that when the installers came into our home, they represented themselves as SEARS. I BELIEVED THAT THIS WAS SEARS. SEARS NEVER told me that they outsourced the work to another company to do the installation. So, even though the products, part and services were purchased and performed by SEARS- I now discover that they hired some other company and SEARS is trying to tell me that SEARS is not responsible and that the problem was not because of the flimsy part they supplied. I've been trying to contact SEARS for AN ENTIRE WEEK and I'm getting nowhere!!! They don't want to accept ANY responsibility for what happened to us. HOW IS THAT RIGHT?!?!? We are the victims here and its sadly become our job to hunt someone beyond customer service to contact us. I have filed case numbers and claim numbers and have talked to at least 20 people with no result!!! NO ONE SHOULD HAVE TO PUT UP WITH THIS AND I HOPE THAT I CAN HELP SAVE ANOTHER PERSON FROM WHAT I EXPERIENCED. SEARS is irresponsible, not technically skilled, and trying to get away with causing possible serious injury and risk of death to people like my fiance and I.

I WOULD RECOMMEND THINKING TWICE BEFORE YOU PURCHASE APPLIANCES FROM SEARS.
     
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Skye on 2010-03-26:
This scary, and I'm glad you and your fiance are OK. I think you should gather all your documentation, that shows Sears is at fault, and contact an attorney.
GenuineNerd on 2010-03-27:
MY advice would be to first, contact an independent appliance installer and have the washer and dryer properly installed and vented, then take legal action against Sears and the third party installer who did the job wrong, thus causing carbon monoxide problems in your home. Even if you can get Sears to reimburse your expenses in having the appliances properly installed, that would help.
Venice09 on 2010-03-27:
I am completely on your side here. When Sears sends someone to my home for a repair, installation, etc., I hold Sears responsible for the outcome.

Assuming you have documentation of the bad installation and part, I would contact an attorney and pursue this to the max. Your life actually was at risk, and I wouldn't be satisfied until Sears took responsibility.
Anonymous on 2010-03-27:
Well, if they advertise a 3rd party installer, which is what a lot of appliance retailers do, then the installer is liable. If you buy something from me and I recommend someone to bring it to you and they crash into your house, I am not liable, they are.

Of course, McDonalds gave how many million to a woman who put hot coffee between her legs? This is America where you don't even have to have a hand in trouble to be responsible for it.
oversellsears on 2010-04-22:
In my opinion Sears is no longer a place to purchase appliances. Poor service and in your case total lack of responsibility for almost causing death Thank God you are both alive. Sears states Sears installation and that is what it is. Get a lawyer then Sears will listen.
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Liars
Posted by on
WILLIAMSVILLE, NEW YORK -- My parents bought a washer and dryer from Sears a couple weeks ago. They got them home and installed and we all LOVED them-- they were fabulous- 2 days after using the dryer- it stopped working. It would make a clunking noise and stop spinning. So my Father called Sears and they sent out someone to fix it last week. The guy (Todd) came out and said he needed to order a part to fix it and it would be in Friday- 12/18/09. my parents not having much of a choice agreed and put aside more of their time to wait around on Friday for the dryer (which is in about 10 different pieces right now) to be fixed. well the part never came in and my dad is obviously very upset. so he called this morning and found out that the part wasn't even SHIPPED from CALIFORNIA (we live in NY) until SATURDAY 12/19/09 and it was shipped GROUND instead of "emergency shipped" which is what they were told would happen.

We have 6 people who live in this house, we haven't had a dryer for over a week now and we are NOW being told that we WON'T HAVE A DRYER UNTIL THE 29TH OF DECEMBER!!!! MORE THAN 10 DAYS AFTER THE ORIGINAL DATE THE PART WAS SUPPOSED TO COME IN!!

I find this completely ridiculous. I'm moving from my parents house in the next couple of weeks into my own home and I can assure you that I will be buying NOTHING from Sears. When my father called about the dryer this morning he was told there was nothing they could do about it! At this point you should give them a new dryer and we will give you the part to fix the dryer once it comes in...
LET ME REMIND YOU AGAIN- 6 PEOPLE IN ONE HOUSE AND NO DRYER- YOU SHOULD TRY IT SOMETIME- Its going to take us forever to catch up on laundry!

SEARS LIED TO OUR FAMILY ABOUT HOW LONG IT WAS GOING TO TAKE TO GET THE PART IN THE MAIL AND LEFT US WITHOUT A DRYER-- I THINK MY PARENTS ARE OWED SOMETHING!
     
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warddw1526 on 2009-12-21:
Mistakes happen, and you have to face the consequences from Sears mistakes. It does not mean they lied to you, just means that the order was not set up properly. And you are right, your parents are owed something, but not till the part is installed and working. Then, they can look at some sort of compensation.
Anonymous on 2009-12-21:
It sucks when your dryer stops working, especially a new one.....I would be upset too....Do you have a laudromat nearby? I would wash my clothes, then head to the laundromat to dry them. I'm sure its an inconvenience, but better than wearing stinkies....:)
Nohandle on 2009-12-21:
I don't think it matters if there is one person living in a household or half a dozen. The fact remains a brand new washer and dryer were purchased and 2 days later the dryer stops working. Come on Sears step up to the plate. You sold it so look after the customer. What happened to the "Satisfaction Guaranteed" you once had? I should not have to take my wet clothes to a laundromat any more than I should be expected to make arrangements when a brand new refrigerator quit working after 2 days.
Slimjim on 2009-12-21:
Not making excuses for them but it is a Samsung that was purchased. Usually a bit more of a risk in getting parts quickly on foreign brands. I bet they wanted to sell you a Kenmore as it was. Hopefully once they get it working, it won't give you anymore issues.
Nohandle on 2009-12-21:
Slim, I wouldn't know the difference in a Samsung from a Samsong. The issue is Sears sold the appliances. I wonder if the customer was told there was difficulty getting parts before he purchased the appliances? Most times folks don't even think about replacement parts for a new appliance at the time of purchase. I have learned through the years that GE parts, although readily available, are generally overpriced so I steer clear of buying that brand. That's a lesson I learned the hard way.
PepperElf on 2009-12-21:
Sam Song... isn't that "As Time Goes By"?

=)
Anonymous on 2009-12-21:
You get better results from 'full service' appliance stores.Sears only cares until they have your money...
Skye on 2009-12-21:
B/A Steve, aka Trainwreck!
Anonymous on 2009-12-21:
Well, after 2 days they should have replaced it since it is well within the return policy. However, they are justified in asking HOW much is being put in at a time etc...

Also parts usually come from the manufacturer, and no retailer can make them send them any faster.
SearsCare on 2009-12-22:
Dear KatieKid82,

We are sorry to hear about the trouble you are experiencing with the service of you new Samsung Dryer. We strive at completing our service calls in a timely manner to avoid inconveniencing our customers and we have clearly not done this for you. We would appreciate the opportunity to assist you in resolving this service issue. My name is David and I work for the Sears Cares executive team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and the phone number the dryer was purchased under and we will call you at your convenience. In addition please include your screen name (KatieKid82) in your email so we can reference to your posting.

Thank you,

David V.
Senior Case Manager
Sears Cares
qualityappliance on 2009-12-22:
You should try calliing an independent Samsung authorized service company in your area, they may have the part in stock. However, many service companies refuse to work on machines after Sears/A&E have screwed them up.

Good luck and let us know how the repair turns out. My bet is that when the part does arive it will either be the wrong part or not fix the problem.
Katiekid82 on 2009-12-23:
I have received a response from Searcares in relation to this posting, hopefully this will help the situation... I will update with the new information
Katiekid82 on 2010-01-10:
Well my father has been in contact with Sears and they finally did receive a part in the mail - too bad it was the wrong part. so they told him they would send the part again, my parents said OK and Sears offered an additional 1 year warranty on the dryer at no charge because of the issues. they told him that the part would be in by Monday- an additional week later than the original item was supposed to be in- my father agreed, Monday came- no part was delivered- he called up- found out that the part was never sent and they told him they would deliver it again- my Father said- NOPE- come get your washer and dryer- which they are doing and they aren't supposed to be charging him any restocking fees or anything-- I told my parents to make sure they get THAT in writing! needless to say I guess they won't be going to Sears anymore and my friends and I won't be either
qualityappliance on 2010-02-07:
Looks like I win my bet, just too bad there was no one to bet with.
Anonymous on 2010-02-07:
Katie, while I agree it sucks, the part comes from the manufacturer. When a company places the order and it doesn't get shipped or comes in wrong, the company gets the flack instead of the actual problem, which is the manufacturer. Kind of like a waitress getting the blame for the cooks error. I tend to blame the correct people for my annoyances.
qualityappliance on 2010-02-12:
I'm sure that the wrong part was received because the wrong part was ordered.
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Dear Sears...
Posted by on
Dear Sears,
I will do my very best to be brief. I will not be purchasing anything at your store or online any more. My wife and I purchased a great GE washer/dryer set last August (delivered Aug 21 as a matter of fact). And until this past Sunday, Nov. 15, they both worked great. I am happy to say the dryer is functioning well, still. However, the washer would not spin the clothes.

I called the repair center and set up a time for a tech to come to the house. I was informed on the phone, and with two courtesy calls, the tech would arrive at my house on Thursday (today), Nov 19, between 8am and 12pm. I usually love being able to take a half day off from work, but my wife and I are traveling and will be out of the country starting Thanksgiving day, and I do have a lot to do. So, I worked from home this morning.

The tech arrived at 1:45pm. I called three times and was told a message would be relayed. After 20 minutes, the tech informed me that a part was needed, and it would arrive in 2-3 business days (at the latest, next Tuesday). I would then need to call and schedule another appointment, which could take 6-7 business days (Thursday and Friday being holiday next week). This solution does not help me to wash my clothes.

I let him know that was a bad plan for me. I purchased the washer/dryer to do a job, and it has broken WITHIN THE 90 DAYS RETURN POLICY I have been given. I want another washer. We can simply replace the washer. The tech informed me that I would have to call and set that up, he didn't have the authority to okay that move.

So I called. I spoke with two different ladies. The first one quickly transferred me to an "Escalated Representative." I vocalized my issue. She informed me that I had no choice but to wait for the part, and if I am unhappy, I can write a letter to the corporate office. Again, these solutions do not help me wash my clothes.

I then went to the Sears store I purchased the washer/dryer from. I talked with Scott (MOD). He talked on the phone with someone (his direct report, I believe). He did his best to get clearance to have another washer delivered so I could wash clothes. After all, I called in the problem before my 90 days return was over. Denied.

Scott then called and made the part shipment a priority with the warehouse, and told me he will try to next day this to my house and get the repair completed as quickly as possible. He apologized for Sears' policies and procedures, and basically did not defend his company when I said: "It seems Sears has my money and that they are more concerned about serving their processes and policies rather than me. No one has really cared that I have clothes to wash and I trusted Sears' products and services with my money to do that." Scott then did what he could do and gave me some money to wash my clothes before my wife and I leave the country next week. Scott heard me and did what he could do. Scott was awesome.

Sears, as a whole, has disappointed me. On Sears' corporate site, this statement is buried two clicks away from the home page: "Sears Holdings is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. In our associates we value teamwork, integrity and positive energy. Our culture is defined by a clear vision, mission, pace and values."

I officially call bullcrap. Scott, the manager on duty at the Marley Station Mall store in Glen Burnie lives up to that. But no one else at your organization, that I have interacted with, cares about that statement.

I will no longer walk into your store or come to your website. I was not heard by your "escalation department" (really? you really call it that? the mere fact that you have to have one of these says a lot), I was not valued by your policies or processes, and I was undermined and tricked into believing you were someone you cannot live up to becoming.

I sent this email in on the Sears.com website as well. I also sent a copy to GE. I do not care for a reply that let's me know I have been heard, for unless there is a genuine response that inquires and cares about the failing processes within your company then your communication with me is moot.

Maybe someone in middle management or someone that actually cares about the mission and vision of your corporation will read this. That is my hope.

I will also blog, face book, twitter, and paste this response with all my social networking sites (that's close to 1000 people in all who follow). Viral information is so cool.

Nathan Drye
     
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Ytropious on 2009-11-19:
Isn't this more a complaint for GE? Sears has been nothing but helpful to you except for returning the defective washer because you refuse to wait 4 days. Yes 4, not 6-7. You had the first appointment within 4 days, why would that not be the case this time? Also I know it sucks not being able to wash clothes, but you can wash what you need by hand in the mean time. That's what my family did when our washer broke, and yes, we too had to wait for everything to pan out with the new one. It was a family of 5 too, not just 2 people. I see every fault with GE, but none with Sears.
natedrye on 2009-11-20:
I can understand why you would say GE is the problem. And I am not happy that my machine broke within 90 days of owning it (new).GE did get a copy of my letter, though. However, GE can do nothing for me. Sears can, and their policy said they would.

My biggest issue is that Sears has a policy that says I can return/exchange my purchase within 90 days for ANY reason. I placed the service call on day 86. Thursday, when the tech came out, it was day 90. Instead of waiting on the repair (which, in the original plan looks like the washer would be fixed by Dec 3: 3-4 business days for the part and 6-7 business days for the tech to come back out ONCE the part is in), I was like, just give me another one. I have paid good (and a lot of) money...

Everyone at Sears I spoke to would not help and refused to live up to that policy, but when I talked to someone face to face (Scott the MOD at the store), I was at least heard and something was done to help me now. He apologized for "his company that lies." He got the part overnighted and prioritized by case with the service dept. No one at the 800 number was willing to do even that. I was actually told (over the phone) to live with it. And I'm sorry, but I am not going to just live with it. I paid money and was guaranteed I could return something for ANY reason and now I am being denied. I was being told I have to wait a long time (Nov 15-Dec 3 is a long time) for my problem to be fixed.

SO, my biggest problem is with Sears because they didn't live up to their policy that I signed, and I was treated disrespectfully by their "Escalation Dept Rep."

This experience shows me they do not live our their corporate mission and vision, and that is a huge deal to me.
SearsCare on 2009-11-20:
To NateDrye,
My name is Brian and I’m part of the Sears Cares Escalations team. We have received your complaint and have assigned this to a Case Manager, Tammy. She has sent you an email asking for some information on the purchase. If you would please respond to the email, we would most definitely like to get this resolved to your satisfaction.
Next, allow me to apologize for the way your have been treated by our Customer Care Network. That is unacceptable by any Sears standard and we will be looking into this to ensure it does not happen again. If your information is accurate, then you are eligible for a replacement, no questions asked. The service call, if created within 90 days of purchase, does fall within the 90 day replacement guarantee. At your convenience, please respond to the email Tammy sent you at searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (NateDrye) used to post here for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares
natedrye on 2009-11-20:
I have replied to Tammy's email and am extremely pleased with the response and attention. It appears that Sears does care.

Thanks so much.
Nate Drye
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Kenmore Dryer And Bad Service
Posted by on
DEVON, PENNSYLVANIA -- I purchased this dryer new from Sears in July '06 after owning a Maytag for over 30 years.

The gas dryer runs fine, does a good job; however I noticed a dark area near the silicone seal near the paddle. When I put my hand in, thinking it was lint from the dark load, I found there is a hole in the metal at the base of the drum. I used my digital camera to photograph the area, and can see that there is a crack in the silicone that leads out to the hole which is approximately 1/2" around.

Fortunately, I had purchased the extended warranty and called the service department. Being a gas dryer with a flame, I did not want to run it with the hole in the drum, but I was told I had to wait two weeks for a service call opening. I was told that the drum would have to be replaced and this happens a lot. Of course, they don't carry them on the truck, so I knew that the repair person would only look and order it when he came today. They would then have to order the part and I would have to wait until it comes in, then set another appointment to install it. The appointment was to be between 1 and 5 P.M. We waited, and waited, and waited. I called Sears twice asking if they could tell what time the person would arrive since we had many errands to do. I was told that I was the 7th person he was to service.

At my second call, I was told that he had finished #5. During each call, the person on the phone told me that they would have the service person call me to let me know that they were coming. Well, 5 o'clock came and went and at 5:40 I called Sears. I was told "The serviceman won't be finishing his route today." I expressed my frustration and asked that someone still show up whatever time they could. No, I was told no one could come out. I asked, what do we do? He stated "we can fill out a complaint form with consumer services and set an appointment for the next opening they have"...not tomorrow mind you, but in 11 days from now!!!!

We were looking at Sears Kenmore appliances for our kitchen redo...Never, never, never would I purchase another appliance from Sears! To think that a dryer can fall apart in 2 1/2 years is enough to turn us off future purchases, but to then not get the service to fix that mess under the extended warranty I purchased until who knows when is too much to deal with.
     
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qualityappliance on 2009-03-05:
Are you sure that the screw that holds the paddle in the drum didn't fall out and the paddle slipped over and the screw hole is now visible. As far as the Sears idiots saying that it happens a lot, no it does not. If there is in fact silicone around the paddle someone added it, dryers from the factory do not have any type of sealant between the drum and the paddle.

ps. I would love to see the picture.
DottyO on 2009-03-06:
Not sure my previous comment return got posted. No, a screw did not fall out, etc. The problem seems to be at the seam that leads to the paddle, and it does "look like" there is some sort of sealant at the seam. I'd like to send you the photo...I tried to post it here and it does not copy/paste into the comment box. Where can I send it? By the way, it was a Sears technician who told me that they replace a lot of them and were familiar with the problem when I expressed surprise that the drum can be replaced. I thought I might need a whole new dryer after only 2 1/2 years. It still is an issue of my Kenmore dryer not holding up. I guess I was very spoiled with my 30+ yr Maytag. And, I understand that Maytag isn't made to stand up that long anymore either.
qualityappliance on 2009-03-06:
I have seen the seam of the drum crack before, but only on Korean made machines. Maybe Sears is buying some dryers from Samsung or LG, I know they get some refrigerators from LG.
DottyO on 2009-03-06:
I thought LG was one of the well-rated products? Do you mean LG may not be any better?
qualityappliance on 2009-03-07:
LG appliances are really quite good, the problem is that if you need repair there are not too many people that know how to repair them. The crack in the drum is rare but I have seen it before.
SearsCare on 2009-03-23:
Dear DottyO:

I am very sorry to hear about your unsatisfactory experience with Sears’ service. My name is Brian and I work for Sears. At your convenience, I would like to talk with you more in detail about this experience. Please contact me at searscares@searshc.com so that we can look for a solution that would more suitably meet this and any future needs.

Thank you,

Brian J.
Senior Case Manager
DottyO on 2011-06-23:
I just want you all to know that the fellow who commented from the Sears Service department followed through on replacing the drum a couple of times, and when it did not operate correctly, kept going "out of round" and "thumping," Brian from Sears had them bring me out a new and better dryer. Sorry it took so long to comment again and complete the record on this.
Steven Strack on 2014-01-12:
My advice is that there are quite a few dryers that all are having problems with the tub/drum cracking along the seam. I just replaced my 3 1/2 year old SAMSUNG dryer with another SAMSUNG. I was going to go to Sears and get a Whirlpool or Kenmore dryer but a quick search of Internet with these dryers for cracked drum came across many cases. So any service repairman that says this is rare needs to just do a quick query of the Internet for any brand, SAMSUNG, Kenmore, Whirlpool, LG etc. I paid for a 5 year warranty for the one I bought today and going to make some more calls to SAMSUNG customer service to see if they will send me a new drum so that I can fix and sell this broke POS. So bottom line is whoever is making these tubs for these different brands should be held financially responsible for the losses that the consumer is footing. This should be a class action lawsuit! The repairman that says this is rare must be in on the scam as well, sorry for you to deceive the American public. Whatever happened to Quality craftsmanship and true customer service. My rating for my first interaction with SAMSUNG customer service would be a zero. It does appear that some customers are getting their tubs replaced for free but only after they raised the complaint to a higher level.
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They Broke My Microwave, Oven, And Couldn't Fix My Washer
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TULSA, OKLAHOMA -- I called Sears appliance service to fix my Kenmore washer, my microwave, my oven, and my dishwasher. The first appliance man took the control panel off of my microwave because the buttons were not easily functioning and put a replacement on for me to use in the meantime. It did not work and he didn't have any others with him so when he left, it didn't work. He took the mother board off of my stove because the lights on the digital control panel had dimmed. The replacement mother board he brought with him did not work because he discovered a wire connection had snapped when he took off the control panel.

He told me no lights would show when the wire was broken but I told him it was working very dimly when he arrived and I even showed it to him when he got there. His reply was that it must have been a coincidence that it just snapped when he was there but it didn't occur when he took off the control panel. By this wire not being connected, my oven now did not work. When I told him I needed him to return my oven to an operable function since it worked when he arrived and wasn't the problem I called him for, he said he couldn't because he didn't have a replacement wire with him and he would have to order a replacement wire. So within one visit, I'm out of a microwave and oven which both worked fine despite having hard to punch buttons and at the end of my service REPAIR call, neither work!

He then told me he didn't know how to fix the broken plastic piece on the bottom rack of my Jenn Aire dishwasher even though their ad in the phone book said they fixed Jenn Aire products so I would have to ask someone else about it. He then told me that the problem I had with my Kenmore washer - the fabric softener was clogging the dispenser area and was not draining into the washer - could not be fixed and I was told to stop using it and start using a fabric softener ball instead. He didn't even try to dismantle the washer and fix it but just told me that was my only fix. He then left leaving me in worse condition than before.

The parts were ordered and days later, the second repair person came to install the control panel and mother boards but discovered when he arrived that both parts were broken straight from the manufacturer. When I pointed out the previous service guy had said the wire was broken, he said the broken wire had nothing to do with it and order another control panel which I don't think was broken but he refused to accept the problem could have been the broken wire. Days later, when the third repair person came to replace the broken parts again, again, they said they had broken replacement parts that weren't working and he was convinced it wasn't the broken wire on the oven. And I was surprised to see that again, the microwave part arrived not working from the manufacturer!

After over a frustrating month of not having a working microwave or oven, I called another appliance company. The service man used the last mother board that was sitting by my front door waiting for its replacement to arrive along with a broken wire to fix my oven within 10 minutes! The mother board wasn't broken and it was indeed a snapped wire that was the culprit all along. Without me even saying anything, he asked if someone tried fixing my oven before him because it looked like someone had snapped and pinched the mother board on it. He also used the control panel I still had and he was able to fix that within 5 minutes.

Further, he fixed the dishwasher with parts in his truck and told me my washing machine could be fixed and I shouldn't settle for having to use a fabric softener ball as the answer to my broken washing machine. He didn't fix this because I was running out of money after having to pay for each Sears service call and the broken parts over and over. I ended up paying for the repeated service call and the control panel and mother board that weren't broken on top of the second appliance company's service call for a grand total of almost $700. I tried to negotiated these repeated service calls that I didn't feel I should have to pay for with Sears but the local office refused to consider my issues with this nor negotiate with me. I wished I had used a different appliance center right off the bat and avoided nearly 6 weeks of a broken kitchen.

I wrote a letter to Sears and talked to two service reps. I received a canned letter saying my concerns would be considered. The first customer rep said I couldn't prove that Sears broke my appliances (despite they worked before they touched them and didn't when they started working on them) and I should expect some down time with a broken appliance (down time of the original problem I can deal with but making it worse I cannot). The second rep basically told me I didn't have a leg to stand on and that I should consider hiring an attorney if I wanted to recoup the nearly $450 worth of service expense to Sears.
     
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Irresponsible Service Department
Posted by on
LITTLE ROCK, ARKANSAS -- I bought a Kenmore Dryer, 3/31/07 on sale for $399.00 because after 30 years of doing business with Sears I trusted their product and their service department After the added charges of delivery, installation, taxes and $10.00 fee to haul my old dryer away my bill came to $526.00 for a dryer I could have purchased somewhere else cheaper. When I purchased the dryer the salesperson ask me 2 times what kind of plug-in the dryer would require, 2 times I told him a grey wire 3 prong. It took 10 days for delivery, when they delivered the dryer they had the wrong plug-in on the dryer, they brought a dryer with an L plug. Instead of taking the dryer back and bringing me the correct one, they told me they couldn’t replace the plug-in because they weren’t electricians, I can understand that, that’s why I order the dryer with the 3 prong, so I wouldn’t have to deal with this. They sat the dryer down, and left, with me to have the correct wire replaced and for me to then install it. My son did replace the plug-in, no problem; However, they did not set the dryer and in the space provided for the dryer there was NO way I could attach the vent hose and get it in the space, it stuck out into the hall and the doors wouldn’t close, so I called Sears delivery. After talking to the third person, being told they couldn’t come back out for yet another 5 days I said, the dryer is sitting in my hall way, so I ask them to just come pick it up and I’d return it, that too would have transferred me to another department for scheduling a return pick up, At that point my phone died, yeah good day, so I called back only to get someone new, in another state, and the process started all over again, after 1 hour of being transferred from person to person, department to department I just hung up and called Sears where I purchased the dryer, I told the girl my story again, she said I needed to speak with the manager of Appliance department but he wasn’t in but she would have him call me we he arrived, she called me back later to tell me he wouldn’t be in but she had spoken with the Store Manager his suggestion was that I call and get someone else to fix the problem and they would give me a gift card, excuse me, they wanted me to call someone else, pay again for someone else to fix their problem and they offered me a gift card.

The bottom line is: Sears doesn’t care, they no longer care about the consumer, or the job of their services people, the service department only does what is just expected of them, managers no longer take the responsibility of the standards of their people or their job, Sears no longer takes the responsibility for it’s product or for the people they hire.
     
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rhondam718732 on 2007-04-10:
For me, it has almost gotten to the point that I don't want to have anything delivered. I would rather my husband have to haul it home and do it ourselves. With delivery costs, scheduling nightmares and ignorant delivery/installer, it's a joke.
dfields on 2007-04-11:
I agree rhondam! consumers DO NOT get there money worth nowadays.
mtrtrndman on 2007-09-24:
all of this frustration because you couldn't move a 70 pound dryer 2 feet to get it out of your way. oh my gosh what kind of people are out that that demand that companies worship the ground they walk on.
Slimjim on 2007-09-24:
Sears always seemed to have the policy of not attaching dryer cords on site. Probably because they farm out deliveries. We never had a problem letting our drivers do this simple task and it benefited the customer since we could use the existing pigtail from the old dryer, providing it wasn't damaged and there was a dryer there to come out. Again, another benefit example of buying from an independent servicing dealer. In your case it looks like Sears put a range cord on the unit or your house had the wrong amp plug configuration.
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Have Spent 3.5 Hours on the Phone Trying to Get Washer and Dryer Delivered and Installed.
Posted by on
Rating: 1/51
COLUMBIA, MARYLAND -- We bought a LG Washer and Dryer from Sears in Maryland on 11/15. They installed on 11/20. The dryer was damaged so they promised to deliver and install a replacement on 11/23. No one showed up on 11/23. After being on the phone for over an hour and half we were informed there was a mix up and it would be delivered and installed on 11/25. Again no one showed up. Again spent over an hour and half on the phone. The reason given AGAIN was that the previous person we spoke to had messed up the installation order in the system. They promised to deliver and install it on 11/26 (today). Just got off the phone where the installer called me to say
Company Response :
Stuffsgalore,
I saw 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 Cares Escalations team. We are sorry for the troubles you have encountered with your dryer. We can truly understand your disappointment and see we have fallen short of your replacement expectations. We would appreciate the opportunity to discuss your experience and address your concerns. 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 (stuffsgalore), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
     
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Sears Home Services Invoice
Posted by on
Rating: 3/51
ST PETERSBURG, FLORIDA -- If the Sears Kenmore dryer door switch came with instructions on installation, I could have saved $180.00 today. It lists for $10.27 on the Sears' parts site. I was charged $28 for the part, plus $154 labor for 5 minutes to plug it in (comes with a plug!!). Sadly, I missed the minute where he opened the dryer case. (OK, I wasn't here. My husband didn't watch the repairman, so opening the dryer to get at its parts remains a mystery).

Note that 5 minutes for $153 would mean an hourly rate of $1,836. I guess my point is: try to find an alternative to Sears Home Services.
Company Response :
Susu1122,
I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the discouraging encounter that has occurred with your dryer repair. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. From your post I can see that this has been a source of great frustration for you and we would like to speak to you. My name is Liz with the Sears Social Media Support team and we are a single point of contact for escalated concerns. At your convenience, please send the following information – contact #, screen name (susu1122), phone # used at time of purchase to smadvisor@searshc.com. 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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