SAN ANTONIO, TEXAS -- On March 7, 2005 I purchased a brand new "energy efficient" washer and dryer set from Sears and paid $1,909.79 for the set. Three short years later my washing machine quit working last Wednesday evening July 2, 2008. I spent all day Thursday on the phone with Sears repair centers trying to figure out what the F11 code meant that was being displayed on my washing machine.
I was told that it was some type of electrical / computer problem and that it would take a technician coming out for a $70 service call to diagnose this problem as the warranty on this machine was only 2 years. I scheduled for the repairman to come to my home which they told me would be on Monday as Friday was the 4th of July holiday.
On Monday, July 7, 2008, a technician came to my home around 3:30 pm. - After hooking up his computer to my washing machine he told me that the part that needed replaced was something on the back- some type of main control board. He told me that he could either order a rebuilt one which would be $100.00 less than the new one but that a rebuilt one would take approximately five days to get here. However, he informed me that the new part was on his truck in stock and it was $279.43. He then told me that it would be a total of $402.33 to fix everything.
I told him to go ahead with the new part as I couldn't wait another five days to have my washer fixed and needed it taken care of. He proceeded to put the new part on and a while later informed me that this did not correct the problem. He said that to fix the washer he was going to need to order another part as he didn't have it in stock and it would be approximately five days to get THAT one.
I told him that had I known that was the case, I wouldn't have paid an extra $100.00 for the NEW part that he just installed. He again repeated himself that it would take approximately FIVE days to get the part that was needed. I asked him why he couldn't have it overnighted and he explained that the "emergency ship" had closed at 2PM from taking orders so he wouldn't be able to order it to be expedited but would still order it today. He said "You can call the 1-800-4-MYHOME number tomorrow and they will give you a tracking number so that you will know exactly what date it will arrive".
I said "I have paid A LOT of money for a washer and dryer that are only THREE YEARS OLD only to have this $400 problem and now your telling me that you can't fix it for another five days. When is Sears going to do something to help ME as their customer" and he replied "They're not".
He then informed me that I would need to put at least $375.20 down that day to get the part ordered. I asked him "What if you get this other part and that's not the problem either, then how much more is it going to cost me" and he said "Nothing. It will either be fixed or we will refund your money". I said "Can I get that in writing" and he told me "No".
I called on Tuesday July 8,2008 to the number I was given and asked for a tracking number and was told there wasn't one to call back later. I called Tuesday evening again and was told the part hadn't even been ordered as they were trying to find one. I called on Wednesday July 9th and was told there was still no tracking number and the part hadn't been ordered yet. I called later in the day on Wednesday July 9th and spoke with a customer service rep at the same number and was again told the same thing. I asked her to speak to a Supervisor who could help me get to the bottom of this and she told me there wasn't one.
I again told her I needed to speak to a Supervisor and she, in a very mocking sarcastic tone told me "they aren't taking calls today". I said "Then I would like whoever is above them" and she said "There isn't anyone" and I said "I would like to speak to someone there clear to the top that can help me with these problems" and she said "you are" and I said "Oh you run Sears" and she said "Yup". I then asked for her name and her employee number or last name for identification, both of which she refused, however, she told me that this phone call was being recorded. I hung up.
I then called the Sears Customer Relations number at 1-800-549-4505 and spoke with a rep. He was extremely professional and took all of the above mentioned information. He assured me that he would forward this to someone who WOULD get to the bottom of this and be contacting me within 24 hours.
Today is Thursday July 10th and I still have not received a phone call. Therefore, this afternoon I called the same customer relations number where I spoke to the first gentleman and then spoke with a female rep today. She asked me for my phone number, name and address, pulled up my file and then asked me what she could do for me. I said I had spoken to a gentlemen yesterday who assured me that someone would call me within 24 hours and nobody had. She then said "Well what's going on" So she made me go through the ENTIRE details AGAIN! After doing so she said "Well I'm really sorry this has happened to you but there is nothing I can do for you.
You will just have to wait for someone to call you back". She also told me that the part "looks like" it had been ordered however could not provide me with any type of tracking/shipping information. Today is now Friday July 11, 2008 and I just called the parts department again and was told that the part had been ordered from Whirlpool on July 9, 2008, and was being sent to Sears and then they would send it to me and it would be here in another 10 days. In the meantime, I have now been without a washer for 9 days and it appears that since nobody at Sears will take responsibility or be accountable for their products that it will be another few weeks.
Had I known about the customer service that Sears provided I would not have bought this appliance 3 years ago. I sold a standard GE washer and dryer that I had bought in 1992 when I bought this new set and it was still running perfectly and had never had any issues. I also was not aware that these new front load style machines with the computers in them bring MAJOR repairs charges. It's not something that you can buy a part and fix at home. Do yourself a favor and don't buy a piece of GUM from Sears!!!!
BEDFORD, TEXAS -- In August of 2006, we were in the market for a new refrigerator. Our Amana was over 20 years old and we wanted to place it in the garage as a 2nd refrigerator and purchase a larger, stainless steel look for the kitchen. As we keep our appliances for a long time and wanted to make the right decision, we took our time shopping and referred to Consumer Reports magazine.
We finally decided on a Kenmore Model 56666, as it was rated # 1 in side-by-side refrigerators and the #1 Best Buy in the August 2006' issue of Consumer Reports. We had so much luck with our Amana refrigerator; we decided the extended warranty would not be necessary. Our total price was $1585.73. The refrigerator was delivered on August 29, 2006 and initially we were very pleased with our purchase.
Then, on February 12, 2007, I noticed a number of cracks on the interior backside of the wall had appeared. These cracks are puffed and obviously cracking from the backside of the panel into the inside. As I investigated further, I found a few other cracks beginning to appear. Realizing this was a manufacture's defect and the refrigerator was still under warranty, I called the Sear's Service Center and an appointment was scheduled for Monday, February 19, 2007.
During the service call, I learned that ours is not the first of this model of refrigerator that has had this same problem. The service man said he didn't know what was causing it, but he suspected it was from too much insulation in the lining. He said the only think they've come up with was to cut out a panel and glue it in. I was shocked and he seemed to expect my reaction. I can only assume that everyone whom has had this problem has found this to be a poor solution. He was apologetic and told me he knew how I felt because these refrigerators are really expensive and I'd only had it a few months.
He seemed genuinely sorry that this was the only solution they had come up with. I asked who else I could talk with and he suggested I call the manager of the store where the refrigerator was purchased, as well as Customer Service in Sears' corporate offices. He added that he was going to go ahead and order the part; however I could cancel the repair, depending on any other solution I came up with. He indicated that he knew it wasn't much of a solution and suggested that I could leave it as is. He felt it wouldn't hurt anything other than the appearance.
After discussing this with my husband, we decided this is an unacceptable solution. Besides the fact that we are now unhappy with our own purchase, we had recommended Kenmore to two other people who both purchased Kenmore refrigerators. Now, we wonder if they will face the same problem and partially blame us. Thus, I contacted Sears at Northeast Mall in Hurst, Texas, where we purchased the refrigerator and asked for a store manager.
The manager I was referred to was named ** and he told me he would check on it and call back. At the store manager's request, a woman named ** contacted us later in the day concerning our complaint. She told us nothing would be cut out of or removed from our refrigerator; instead a 3' X 5' panel would be glued into the inside back panel to cover the cracks. We expressed our discontent in this inferior solution and the only concession ** would offer is extending the warranty on the back end. The inside of the refrigerator appears to be one solid molded piece.
The panel would not be flush and would not solve the problem, only temporarily cover it up. Since areas would have to be cut out for the light bulb and possibly hoses, there would be a number of edges that would not be flush; rather, they would harbor soil and bacteria. As the plastic repair panel would be made of a different material would it yellow or discolor like so many plastics. In addition, we would not be able to tell if there are any leaks or other problems. The Kenmore solution is not much better than using duct tape.
Because this is not an acceptable solution for a manufacturers defect in an expensive refrigerator that is still under warranty, we asked ** who was higher in the chain of command that we might further discuss this matter with. ** rather abruptly informed us that “she was it!” She said we could not go any higher because she is the “National Level One Source Customer Relations Manager.”
We then informed ** that she left us with no recourse other than to contact the President of Sears, Consumer Reports, the Better Business Bureau, and any complaint websites we might find. ** simply gave us our case number: ** for any references to our problem and offered no other solutions to our complaint.
Interestingly, the replacement part was shipped to us and we received it on February 26, 2007. As the box, itself, only measures 25” X 35,” I knew it could not hold a 3' by 5' panel as described by **, so I decided to look inside. I found a flimsy plastic panel measuring 22” by 35.” As this would not come close to covering the back panel, I wondered if they planned to glue it on the back in pieces.
We are so very disappointed in Sears. Our home is filled with Kenmore appliances and we are planning to completely remodel our kitchen and utility room in the near future. Kenmore would have been at the top of our list; however, unless this is resolved in an acceptable manner, we will never recommend Kenmore appliances to anyone, nor will we ever purchase one again. Please let me know if you have any suggestions regarding finding a solution to this problem.
LAS CRUCES, NEW MEXICO -- In October 2004, I went to my local Sears store (Las Cruces, NM) to look at sewing machines. I've grown up with stories, as many other consumers have, praising the quality (not to mention the longevity) of the products sold by Sears. My mother remembers with fondness an old treadle style sewing machine owned by her grandmother - purchased at Sears (which one of Mom's cousins took when her grandmother passed on to her reward). That sewing machine still works to this day! Sears had just introduced the "Kenmore" Ergo Elite 3 embroidery machine and, as is status quo in Las Cruces, at least - they only had the floor model in stock.
The Sales Associate was polite and made a point of drawing my attention to the "sale" price of $1,499.99 (normally $1,999.99), with the added "bonus" of completing a rebate form and receiving (49) additional presser feet. She also made a point of telling me that all of their higher end "Kenmore" machines were manufactured for them by Janome - a name I trusted. (Lower end "Kenmore machines are manufactured by Brother).
Well, I bought the speech - and the machine (it was, after all, more affordable getting a Janome machine from a national retailer with buying power than it was to go to my local Janome dealer and pay three times as much for an identical product). The sales person tried selling me the infamous "extended warranty" as I've bought so many times in the past (and I learned my lesson... I thought) for the nominal price of $339.00 a year.
Although the machine had a one (1) year warranty, I was told that testing complaints with the Unit stemmed from the touch screen failing after hours of constant hard use - something I would not be doing to the machine. I was confident in the Janome name behind the machine and I honestly did not expect the machine to fail.
Although I paid for the machine at the time of purchase, it took over a week for it to arrive - not in keeping with the promised delivery time. I had to go to the Sears store to pick it up (UPS would have brought it to my home for an additional $50.00 charge), but all in all, now that I had the machine I was happy with it.
Within three (3) months that "honeymoon" was over. Although I was using the machine infrequently, I had to service it at least once per use. It has also developed a very loud clicking sound that persisted after stitching (simple straight stitches any machine should be able to perform) for just two or three minutes. I was constantly referring to the Owner's manual looking for information / assistance - and for the dozens of pages that made up the manual, there was no real guidance for servicing the machine aside from cleaning lint out of the bobbin relay.
Confident my machine was under warranty, I began to read that section in detail only to learn that I had been LIED to. The Ergo Elite only has a NINETY day warranty - not the full one (1) year warranty I was promised at the time of purchase! I called the trouble line listed in the Owner's manual (JAMAC, Inc. - subsidiary of Sears) incessantly leaving detailed messages and seeking guidance. Was my issue under warranty or wasn't it? No one ever answered their phones and they were proving to be incapable of returning telephone calls.
Cleaning the machine incessantly allowed me to sew with it and minimize the clicking noise, but it was disappointingly. The first machine I had owned that required more time to maintain it than you were able to sew with it. Needless to say, I didn't get much sewing done.
By August of 2005, although I may have had all of fifty hours of sewing time on the machine, it experienced a complete power failure and was now useful only as a VERY pricey, oversized paperweight. Calls to JAMAC, Inc. for troubleshooting assistance (was it a warranty issue or wasn't it?!?) were still being ignored. By now I had received only one call back with a canned message of "returning your call". I was livid! I had been leaving detailed messages explaining my issue - the least they could have done is left the answer to my question on my machine.
When I tried to return the call I was further dismayed - now their answering machine was so full of messages that I couldn't even leave my return message. It took the better part of a week for me to be able to leave a message again! By now I was really starting to wonder how many other unsuspecting consumers had experienced the same problems I was without resolution.
Why else is no one ever available to answer the phone during promised business hours?!? Why is their answering machine so full that it can't receive any more messages?!? Frustrated and tired of being able to use my sewing machine, I took it to my local Janome store for servicing. Three weeks later it came back - UNREPAIRED - IRREPARABLE.
Although the machine is manufactured by Janome for Sears, it is made to Sears' specifications - not Janome's. Two thirds of the parts in the machine are non Janome parts - they are, in fact, brandless "junk" parts that can not be replaced by anyone other than Sears. The few Janome parts of my machine were functional, but the junky electronics and other parts had stopped communicating with the Janome parts.
My thread tensioner was already in need of replacement and no longer functioned. The repairman was stunned by the lack of quality in this machine. He called Sears as I had done, seeking assistance. He wanted to know where he could find the components necessary to make my machine functional. Instead he was told to close the machine up and send it to a Sears repair center in Dallas, TX accompanied by a check for $600.00!
The machine, instead, came back to me. My repairman was kind enough to eat the bill for looking at my machine and urged me to get my money back. I've been trying ever since... I called my store, first. They were of no assistance and refused to answer me when I asked about the failure / return rate of the machine. I then filed a complaint against Sears with the Attorney General's Office (State of New Mexico) Consumer Protection Division. In New Mexico, as long as you have not taken formal legal action against the Company you are fighting with, you can ask the Office of the Attorney General - Consumer Protection Division to intercede.
The first week of October 2005, I received a letter from the CPD. They had contacted my local Sears store and received a sugary response from its' Manager, a **. She sent them a printed page off of their computer system stating that the Ergo Elite 3 did, in fact, have a one year warranty - in direct opposition to the statements made in my Owner's manual.
The letter encouraged me to contact ** for a seemingly quick, amicable, and painless resolution. I packed up my machine and headed straight for my Sears store. I went to the sewing machine area and showed the Associate the letters from the AG and **. As it was after 7pm, I didn't expect ** to still be in the store - I just wanted to find out how we were going to come to an amicable resolution (I wanted them to take their machine and put it somewhere impolite, and refund the purchase).
Instead ** appeared after making me wait five (5) minutes and began dressing me down, yelling at me in front of her employees and other customers. She was furious that I had reported her store to the Attorney General's office and seemed bent upon making an example of me.
According to ** I invalidated the warranty when I allowed my Janome repairman to touch my machine. I was attacked for not calling the (800) MY number (** just kept moving closer and closer, hands on hips, towering over me with her attitude) to which I responded I had called the number referenced in my Owner's Manual. She berated me for not calling the correct number - but if the number in the Owner's manual is incorrect, WHY is it there?!?
If my machine were truly under a one (1) year warranty as alleged by **, why was I never provided with written confirmation of such at the time of purchase?!? **'s conduct was so egregious a person of lesser patience might have struck her in response to her bullish, immature, and unprofessional attack. I was hatefully escorted (by several employees) to the Service Department and told they would look at my machine - only because it was still warrantied - but that I would be liable for the charges (so how is that "warranty"???).
With that ** turned on her heels and stormed off. A week later Sears repair called and said the machine only needed to be "cleaned" and it was perfectly functional. It remains at the Sears store to this day. I refuse to condescend to set foot on Sears property after how their "Manager" behaved.
The Attorney General's Office is as upset as I am by **'s conduct - she lied to them - and they are still fighting with Sears for me. At least they respond when the Attorney General calls - although that's about all they've done so far. Still no refund. I am boycotting all Sears and K-Mart locations as is my family - and I actively encourage others to do likewise. I can easily take their sales ads to other retailers who will be only too happy to price match. I am also INCREDIBLY disappointed in Janome.
Realizing this is a Company of Japanese origin, it amazes me that they would sully their reputation in such a terrible fashion. Does the revenue generated for them by Sears keep their company afloat? Are they in that poor a financial condition (which I find quite hard to believe)? Why else allow Sears to compromise their own reputation? Fool me once - shame on you. Fool me twice - isn't going to happen. I won't spend $6,000.00 on another Janome "machine"... I'm boycotting Janome, too.
RANCHO CUCAMONGA -- I purchased a Kenmore Mini Fridge in December of 2008 and got the Sears 2 Year Warranty. It worked great until 4/15/10 when it just wouldn't keep anything COOL anymore. So I sent it to the local Sears Repair Center 4/17/10 and get a call a few days later 4/19/10 saying it will cost me $172.19 for repair parts. When in the first place I originally paid $100 for the unit. Not 1 time while I was on the phone getting the run around & (hung up on, mind you) did the reps tell me what parts exactly I would be paying for and how they even came up with the price of $172.19 is beyond me.
They were basically trying to put the blame on me saying I destroyed the unit. Before I had taken the unit in I noticed a hole at the backside top of the fridge and it looked like it exploded. They said due to frost that it damaged the cooling freeze or whatever. There was very little frost when the fridge wasn't producing cold air.
The compressor tank on the bottom of the fridge was super hot when I had it unplugged. I mean what if it was left plugged in. It could have blown up or started a fire I should sue their ass. It's just unacceptable. So I told them to keep the piece of crap and dispose of it because there was no way I was paying the ridiculous fee. Warranty's = Free money for Sears DON'T BUY IT!!!!!!! BUYER BEWARE!!!
The agitator on this washer is poorly designed. It has 3 fins at the bottom. There is about 1cm of space between the distal portion of each fin and the base of the agitator. The space is lessened gradually as it runs alongside the bottom of each fin and towards the middle of the agitator. At the "end" of the groove, there is a little extra rounded space. One might think from looking at this design that it was purposely invented to ruin clothing. I have had many, many tank tops straps, long-sleeve shirts sleeves, and ties/loops of my clothing, caught on these fins.
As if being caught and violently swished around, isn't bad enough, anything caught is subjected to being wound tightly around the agitator during the spin cycle. I have had to free many, many items from this trap and some did not "make it". I have removed shirts who's sleeve cuff got wedged under the fin resulting in a torturous stretching of the one sleeve. Often times it causes ripping, but in some cases the only result is severe stretching (ie a shirt with one orangutan-length arm and one human-length arm).
In any case, the design is just plain stupid. If water resistance needed to be reduced, they could have made holes in attached fins. If the fins are designed to sway in the water (they don't appear to do this but who can tell at that speed), then that is just plain dumb as there is no realistic way to do this without causing some issue of entanglement. Sears, please tell me there is another agitator I can use in this machine and please, send me one.
NEW YORK, NEW YORK -- Purchased a Kenmore elite refrigerator freezer side by side model number 795.5137. Took delivery on a Wednesday. The doors were taken off for entrance into the house. Plugged it in about 3pm after putting the water line on and taking off the tons of tape used in shipping. Four hours later still as warm in the fridge as outside. Called tech service after being transferred three times to an expert on this fridge I was told I must wait 24-36 hours. I explained I had food sitting in ice chests and on my counter, he said do not put food in. I waited 24 hours and did not open the doors at all.
When I checked the fridge was still warm, the fan was blowing warm air. I called the tech service transferred three times to the EXPERT this guy had me press a few buttons and asked that I hold my phone up to a small speaker on the door. The speaker let out what sounded like a fax machine. The expert said from that sound he could tell the fridge was in fact cooling down and that the inside temperature was 74. I explained that in my house and outside the temperature was 70 so I would be better off leaving my food outside. I than was told wait a few more hours which I did.
At somewhere after 11:30 pm I had had it I called again and was told to call delivery service and have the fridge exchanged. I had to wait until the morning. I called delivery service and was told I could not get a new fridge delivered for three days. I raised hell and got a next day delivery. Next day new fridge arrived at 3pm delivery guys took off doors brought it in and took the old one. I asked delivery guy if taking the doors off may have had something to do with the problem he said no way. So I hooked up the water line peeled off the tape and plugged it in.
Four hours later nothing fan blowing warm air. Called tech same transfer three times finally got tech said I must wait 24 hours do not open doors. I tied a string on the handles so nobody would open this thing up. 24 hours later untied the doors expected to find a fridge waiting to cool my food and guess what yep warmer than outside, called tech service again told I should check outlet voltage which I did and it was perfect, I even ran a heavy duty extension cord to an air condition outlet in the living room and no difference.
Tech said I need to schedule a repair man, was told 10/24 first available I explained to tech on phone that that is over a week away she said nothing she could do. She than said if you have medication in the fridge it will be considered an emergency. I said I do have medication in the fridge and she made the appointment for three days out. As I right this my wife is on the phone getting no where with Sears. I will not be waiting for a tech I will be getting this back to Sears and purchasing a reliable fridge from somewhere else. I'm done with Sears if I could I would drive this fridge to the CEO doorstep and leave it there. I have been a liflong Sears customer no more
You be the judge. I want your feedback before I file a claim in County court next Monday. I stupidly made the ASSumption the Master Protection Agreement was for the customer. In reality it is the, "SEARS Master Protection Agreement", NOT the "Customer Master Protection Agreement." The MPA is pure profit for Sears and they throw enough hurdles in the way it is worthless insurance. 28 years as a customer purchasing appliances for rental houses, 14 refrigerators, 6 washer/dryers, and 3 vacuums, big screen TV:
And beginning in March 2008, I finally began 2 1/2 years of buying high end appliances and squirreling them away into storage for my own kitchen remodel. The remodel took us forever doing it ourselves for cash. 1st appliance we installed on a hot August day in 2009- since it was a simple plug-in was the wine cooler. 16 months old by the receipt date, but never used by us- it won't work. On 8/15/09 out comes the service technician under the $190 Master Protection Agreement who puts a big ugly fluorescent green sticker on the $515 wine cooler as "Scrap product, not repairable."
The techie says the cooler still has a "test piece" on the end of a missing copper pipe and never should have been sold to us. He also tells us he knows we didn't do it because we can't buy the "test piece" he's looking at. The tech told us to take it to the Thurston County dump. (Sears owes me $10 for that too.) A few days later, I received a phone call suspiciously chastising me for waiting more than a year to use the product, then grudgingly telling me I have a $500 credit toward another cooler.
I kept buying other appliances as they became available and when I was paying, I was told by Sears' staff I could ONLY use my postcard to buy another wine cooler. Knowing we still have at least another year on the remodel and not wanting to get chastised twice, I waited patiently until the kitchen was done (hallelujah) in August 2010 to go buy another cooler with the $500 credit (and prayed during those long remodel months the new appliances in storage would work when the time came.)
Guess what? When I went to buy in July 2010 a much more expensive GE Profile wine cooler and presented the postcard for the $500 credit, the Lacey Sears store wouldn't honor it. Sales staff told me I needed a "PA #". The staff called a phone number, 800-479-6351 handed the phone to me, whereupon ** gave me PA # **, but told me it was useless because I had had only 90 days to use it. First I'd heard of that, especially after getting chastised for buying too early the last time and getting rejected multiple times to use it on other appliances!
** offered to send a 2nd techie out to verify the wine cooler was indeed broken. (Now what good would that do? The 1st tech sent to me was incompetent? I found this was a "red herring" to side track me as Sears corporate and I, both had the 1st tech's laptop print out that said the unit was defective.) I explained the cooler had gone to The Dump under the 1st tech's instructions. I tried explaining that denying me the credit toward purchase was a stupid decision since the $500 credit was against a $1055.99 item and I would be paying them an additional $600 for the GE Profile cooler.
So Sears has my money for the very last kitchen I will ever buy from them. Over 2 1/2 years I bought a Kitchen Aid frig, Jenn Air double ovens, a Kenmore range, a Kenmore Elite gas cook top, a Kitchen Aid warming drawer, 2 Maytag & Kenmore Elite dishwashers, 2 Kenmore Elite washers & 2 dryers.
I have just gathered all of the receipts, notes, 1st tech computer print out, green Replacement Audit Tag, and post card for proof of every word of this and next Monday I am going to file in small claims court for the wine cooler, dump fee, and Master Protection Agreement fee. We'll see what a judge thinks is equitable. At the very least, I want refunded the $515.93 wine cooler, 8.8% sales tax, $10 dump fee, and the $190.43 MPA fee. P.S. In August 2010 we bought a Danby 2-door combination wine cooler and beverage center from Walmart for $990 and are very pleased with it!
P. S.S. 10/24/2010 I received a response from Sears Cares- another mockery of a phrase. Their offer is re-issue the authorization code to shop Sears for a new wine cooler: "While I would encourage you to keep your Sears wine cooler and perhaps return the purchase made elsewhere, you would not be required to keep the wine cooler obtained with the re-issued authorization code. You would be welcome to give it as a gift, or perhaps sell it for profit."
No thanks Sears Cares, I have a set of values & morals. In this poor economy, I would sooner gift $500 worth of food. Furthermore, Walmart earned their sale with a good Danby product that worked. Why would I stick it to their profit margin with a return of a perfectly good product 4 months later?
I am fleeing the Corporate relentless pursuit to the bottom by thrashing and abusing an excellent, long term customer- me. I have found a reason Sears/Kmart went bankrupt. My mission and sport now will be to use every avenue available to me to tell future customers the ailing Goliath has suicidal depression and will abuse them too without regard or regret.
On October 6, 2009, we purchased a Kenmore Elite stove/oven. In the 8 months that we have owned the appliance it has broken twice. With both instances a part needed to be ordered and we were without the full use of the appliance. All together, in the 8 months we have owned the appliance, we were without full use of the appliance for approximately 30 days. When we purchased the oven, we also purchased a refrigerator and a dishwasher. We purchased all 3 appliances and had faith in the brand and the products. Since the oven has now needed repair twice we have since lost faith in the product.
When we contacted Sears Customer Solutions they were no help. My husband spent 2 hours on the phone with customer solutions, talked to at least 5 different people and still received no resolution. All he wanted was to speak to someone that had authority to either give us a replacement unit or a free 5 year warranty. 2 people flat out refused to give him their supervisor's name and contact information. My husband was asking for reasonable information.
Once he found out the initial person could not help him, he wanted to talk to their manager. After being transferred to that person and it became apparent that they could not help him, he asked to speak to their manager. At this point ** refused to give us the name of his supervisor, corporate address or phone number.
Initially we were asking for a new stove to replace our appliance; no upgrades, no compensation for the 30 days we did not have full use of it. After spending $1600.00 on an appliance, you do not expect to have it break 2 times in 8 months. Our reasoning is that if we continue with this track record, in 4 months when the oven breaks again, it will be out of warranty and we will need to pay out of pocket. Both repairs involved electrical parts and we feel that there is something wrong with this unit's electrical system. It's like replacing your tires because of uneven wear.
The tires may be new but the alignment is still out causing the same tire wear. During our conversation, ** our case worker, put my husband on hold to write down some notes. He asked ** to have a copy of his notes to make sure he was writing down the correct information. He flat out refused to fax or email us a copy. Then my husband politely asked ** to read his notes to him and again his request was denied. At this point my husband's frustration level was on the rise. He had been on the phone for 2 plus hours and been placed on hold several times.
He couldn't figure out why ** would spend so much time on the phone so he asked him if he was allowed to hang up on him, again he refused to answer my husband's question. He tried to explain to ** that if they had pride in their work and believed they were selling a good product that there shouldn't be any problems with giving us an extended warranty.
He also explained to ** that we would be without an oven for a week and how would we cook. He suggested for us to rent an oven and he could send us a $25.00 voucher. My husband asked ** for our case number so we would have a reference number; again ** refused to give it to him and then hung up on my husband as he was in mid sentence.
This has been a very frustrating and eye opening experience for us as consumers. Our old GE oven was over 15 years old and we had never needed service on it. We are truly regretful that we did not buy a new GE oven instead of the Kenmore brand. Furthermore, it is absolutely ridiculous to spend 2 hours on the phone with customer solutions and not receive a SOLUTION! In closing, you have lost us as Sears consumers and we will be telling our family, friends, neighbors, business associates and internet contacts about the unpleasant customer service we received from Sears.
There are thousands of peoplehaving the issue of accelerated corrosion on these machines. The corrosion seems to be the result of sabotage. These washers have aluminum bearings which are attached to the steel drums. This is a no-no that is well known to anyone who makes machinery. The galvanized action between the aluminum and steel will lead to severe and rapid corrosion. The replacement of the bearing is too costly to make it worthwhile. Sears will not sell the bearing alone so once you pay for parts and labor, you will probably spend more than the cost of a new washer.
The corrosion of this bearing is guaranteed and Sears has deliberately sold these faulty washers. The corrosion will probably begin to occur within a few months, but will progress at varying rates depending on other factors. It seems that the average life of these bearings is 5 years from what I've read so far. One person replaced his bearing near the 6 month mark and it corroded severely again approximately 6 months later. I am sure there are many more cases like his that are not heard about.
The reason I am here is to ask for a fair resolution to this matter. Instead of pushing for recall, I propose a less expensive solution for Sears. I think Sears should start a program to cover the repairs of bearing corrosion for 15 years from the purchase date of each machine OR offer each affected person a fair, partial refund on their washing machine (a pro-rated amount based on the expected appliance life of 15 years plus a fair amount toward installation fees, etc).
I also think a website and phone hotline needs to be set up for the owners of these machines so that everyone has access to this program and the refund amounts or promise to repair are written in plain English (or whatever language is suitable) on the webpage. I'm tired of this company pushing little people around and I want to see that everyone is treated fairly. If you are with me, please leave a comment. Sears, your Kenmore/Frigidaire washer is a piece of junk.
Not only did it fall apart after less than 4 years of use, but it badly damaged my tenant's clothing and bedding causing hundreds of dollars in losses for me. Are you prepared to reimburse me for my damages? Don't contact me until you are. I will be adding up my losses and contemplating what I think is a fair compensation before I file a case with the local small claims court. I have alerted a class action lawsuit specialist to this issue and they are eager to take the case as we already have over a dozen people on board.
I only began research on this 3 days ago and can imagine how many thousands of people would come forward if I did a little advertising to find victims. I'm ready to settle this. If you have something to offer me, put your terms in plain writing on this site. If you do not post your intentions, I will assume you plan to manipulate me, and I'm not interested.
Exposing your company for the selfish entity that it is, is somewhat rewarding, so make your offer a good one, if you want me to be happy. Keep in mind that I paid $649 for the washer plus $199 to "setup" which included connecting two hoses and plugging it it. In addition I paid for delivery and purchased the top mount dryer which I have no use for without the washer. I hope you have a reasonable and fair offer to put on the table.
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ST PETERSBURG, FLORIDA -- Please reconsider before you choose Sears to install any new central heat and air system if you are in the Tampa Bay area. My experience should make you run the other way. We decided to go with Sears because we wanted a company that had been around for a long time when we were making such a large purchase. We signed on the dotted line wrote them a check and the fun begins. We agreed on an installation date and the vans pulled up only to find out they weren't from Sears at all they were contracted from Sears to install my new ac unit might I add only 1 of them spoke English.
OK I was just excited that we would have a nice cold house that evening. The unit was installed both air handler and outside compressor. Things seemed fine until June when it really warmed up and I started noticing all these little bugs and water dripping in my hallway. Then boom a huge chunk of my ceiling came crashing down.
Called Sears they finally had the original installers come out and check the unit to see what was wrong. I had water everywhere. They didn't hook up the drain line and they also didn't install the safety for the drip pan so the unit continued to run and overflowed into my attic creating a huge mold problem along with the now huge hole in my ceiling.
1 month later they sent this man out not with any company to patch the hole in my ceiling. I hope by this point you are running in the other direction away from Sears. OK so we get through that part in an untimely manner and the next summer comes, the air conditioner will just not keep up with the heat. I call Sears they said these new energy efficient units run this way and not to worry so we sweat through that summer with the unit running constantly.
The thermostat was set at 76 and it would always read 78 to 80 and finally catch up around 11 at night. Next summer season 3 comes and the unit starts to freeze up am fed up with Sears and call another company it's out of freon. They refill the unit and have to come back out again before the end of the season to refill and insist that I will not have a working unit next summer. They were right we are now into the 4th dreadful year with this unit a few days away from it's install date and sure enough it completely quits. Shuts the breaker off and everything.
Sears gets to deal with this once again because it's under warranty. So they come out after being without air for 4 days and tell me that my compressor has froze up and needs replaced but good thing it's under warranty. It will take 2 days to get the new parts but the labor will cost you 500.00 plus 80.00 for my trip today. So this big piece of junk I bought from them has cost me a grand total of 6280.00 and that's not including the charges from the other service trips from the other company! PLEASE STAY AWAY FROM SEARS I REALLY HOPE YOU WILL CONSIDER AN ALTERNATIVE THIS COMPANY IS HORRIBLE AND WILL ROB YOU BLIND!