KILLEEN, TEXAS -- My WORKING machine would not spin. I called SEARS. They have been out to me 5 times (sorry the 4th time I took off from work and waited, waited, waited... the guy no showed). Now, my machine will not work at all! I can't wash clothes now, spent 260$ and 5 days from work. Customer service reps terrible service and all I keep getting is we have to wait until they come out. I contacted the BB in hopes no one has to go through this service! So, still without machine… sigh.
From Sears I bought a GE 3.5 cu. ft. washer, and after 2 months it broke, it REALLY broke. It flooded my floor and needed a new transmission. What I was not told was that at that time, I could have had the washer replaced. What did happen was 4 weeks of waiting for the parts to arrive and the repairman to spend ALL day (no joke) trying to fix it, with every nut and bolt spread out all over my floor. When he was done, he said it would now make a clicking sound, and by the way, he torqued the top of the washer so it didn't close properly. It was still under warranty, so I complained, to no avail.
Then 6 weeks later, it REALLY broke again, flooding my floor and sounding like it was being hit repeatedly by a Mack truck. It now needs a new motor and new transmission and gear case and lots of other stuff, it needs its whole insides to be rebuilt. I had purchased an extended warranty, so I am not paying for this. The washer cost $500, the first repair cost about $1,000, and this second repair will cost $1,000. Now I know that machines break, but I have bought all my appliances from Sears for the last 40 years because it is such a stand-up company, backing up its products with responsible business ethics ... or so I thought.
With the first breakdown, even with the huge cost, I was not informed that I could have asked for a replacement. Then it was too late, because that window of time ran out. With the second repair, I got the BIGGEST runaround I have ever had from a business. Call Customer Service, transfer to One Source, transfer to online service, transfer to Technical Department, transfer to National Customer Relations, transfer back to customer service... Say what?!?!?!
You know there was a 15 minute hold on the phone between each transfer. I did this for 10 days and then I gave up. Especially after the second repair guy said that in all the years he's worked for Sears, he has never known them to replace a defective machine. I have been the most loyal cheerleader for Sears for 40 years (I am 61) and because of that I really really tried to resolve this issue, but I cannot believe how horrible Sears has become, unreliable merchandise, evasive cruel customer service (because they never tell the truth, just endlessly transfer the phone call). Done, done, done. Bye bye Sears. You broke my heart, and now I am done.
This is a warning to anyone who has purchased a washing machine from Sears. I have recently discovered that it is Sears' official policy to take away the shipping bolts that are fitted to washing machines. These are fitted by the manufacturer to prevent internal damage during transport, but should actually be left with the customer as they need to be refitted if ever the machine needs to be moved (e.g., when moving house). Sears informed me that the reason they take these away is because some customers were refitting the bolts needlessly and thus causing damage when they try to operate the machine.
However, who knows how many machines have been damaged when people move house but, because of Sears' policy, don't have the shipping bolts available to refit to their machines? Presumably by this stage though most machines will be out of the warranty period so Sears won't have to do anything about any damage that's caused by their policy.
It took me about 5 frustratingly long phone calls to Sears parts department to establish this and to get them to send me the shipping bolts, which should have been delivered with the washing machine in the first place. However, they have refused to send me the wrench (used to tighten the shipping bolts), which should also have come with the machine. My last conversation was with one of the rudest call center employee I have ever spoken to, who worked for Sears Parts Direct.
If you have bought a washing machine from Sears and think you might need to move the machine at some point in the future, my advice is to call up and insist that they send you the shipping bolts for your machine, as well as the wrench to tighten them. They will try to charge you for these parts, but as they SHOULD have been delivered with the machine in the first place (and will be listed in the machine's manual as included 'parts and accessories'), you should argue to get them free of charge.
Perhaps eventually Sears will change their ridiculous policy of taking these things away in the first place. If you haven't yet bought from Sears, I would definitely go elsewhere. Their after-sales service is dismal, and their parts department employees rude and unhelpful. Based on their handling of this one small issue I will certainly never spend another cent there.
HIGH POINT, NORTH CAROLINA -- I have always been a loyal Sears customer until the experiences I have had with their nightmare repair service. In 2002 I purchased a Kenmore Elite washer and dryer. The washer ended up being defective and was replaced with a Kenmore Elite Oasis in June of 2006. On Nov. 18, 2007 my washer stopped in the middle of a wash cycle. I have a 3 yr warranty on the washer and called Sears repair only to learn that no one would be able to come to my home until Nov. 27th. There is a lid lock on my washer and since the machine stopped in the middle of the cycle it would not unlock leaving my clothes in water.
I explained this to the Sears customer service. There was no offer of concern or solution. The only way I could get my clothes out was to take the entire top off. Since I work I had my mother (who is 80) meet the repairman on Nov 27th. The repairman said he had to order a component for the digital panel and left WITHOUT draining the water. A week later the part came in. It was the wrong part. Another part was ordered and the water was not drained AGAIN. Week three – the part comes in and was installed. My mother was SOLD a product to clean out the washer.
Later, when I started to wash clothes, I noticed the TOP of the washer was not fastened which required another repair visit. My house smelled like a sewer from the water sitting for three weeks. My mother was sold a product to clean the washer that Sears should have provided. The repair service was extremely poor. If my mother had not been available to meet the repairman I would have missed a total of two days work waiting for the repairman to show up in the four hour window.
The national Sears customer service contacted me regarding the situation and the lady I spoke to was extremely rude with an attitude who acted as though she was put over having to call me and listen to my concerns. I am of the opinion that once Sears has your money they don't care if you get quality repair service. Also, if you call for a repair it activates the telemarketers to call to extend or buy warranties. After almost 40 years of being a loyal Sears customer I will never step foot in a Sears store again much less buy a product from them. This is only one of the numerous problems I have experienced with Sears over the past five years.
FREEPORT, PENNSYLVANIA -- In the last EIGHT months in dealing with SEARS (so called) REPAIR I have had almost every part changed on this less than 2 yr old machine. They have not DIAGNOSED the problem they are just GUESSING. I have had damaged parts delivered to me and wrong parts delivered to me. They tried to put a frigidare pump on my washer. They have no coordination between their departments - scheduling appointments on their own when I did not yet receive the parts and without checking with me to see if I would even be available the day THEY scheduled.
They have not sent me requested information (x3 requests). This experience after EIGHT MONTHS of getting no satisfaction is outrageous and the machine is STILL NOT FIXED. I am tired of giving up my days off to wait for service. Everyone tells me something different. The broken parts they shipped are sitting at my house - one person told me they should have been sent back to manufacturer and the technicians say to just throw them away. I have made way over what you would call NUMEROUS requests for a new machine which they said after 9 visits the tech could claim it unrepairable and I have had WAY over 9 visits.
Attempts to communicate with Sears is a joke -- I get the standard apology but NO RESULTS! And apologies are not fixing my machine. I recently had a heart attack and all this stress and aggravation is not helping. I requested to talk to someone higher up at their headquarters after informing them I did not wish to deal with them anymore and was told to call the number under my service agreement. But as this whole fiasco has been like a three stooges act I doubt I will get any satisfaction there and do not want another eight months of hassles.
I feel that if they cannot fix my machine in EIGHT MONTHS that they are incompetent. And the fact that they have not resolved my issue in eight months leads me to believe they are NOT interested and know less than nothing about customer relations nor do they care. If this was them they would not be waiting eight months for a resolution.
Doesn't anyone care about doing it right the first time? I have become so angry about this issue it makes me sick to even think about dealing with SEARS REPAIR and I don't want them in my home. I will NEVER purchase a product through Sears and suggest that you don't either unless you want a big headache. Can SOMEONE OUT THERE HELP ME? PLEASE.
MONROETON, PENNSYLVANIA -- I purchased a separate five year contract on my washer and dryer. The contract will be expiring in January and I was having some issues with the washer spinning for long periods of time. I called Sears, scheduled an appointment and the tech arrived at 8:15 AM. He was finished after installing a new computer board in the washer and stated the washer was now fixed. OK, now comes the laundry! I threw a load in about ten minutes after he leaves and the water is not dispensing the soap into the water! WTH?
I call Sears immediately and inform them the washer does NOT work and the tech needs to come back! Okay, this was all of 15 minutes after he fixed it.... I was told that the service center would have ** call me and I waited. An hour and a half later I called again and advised he had not called me and had not returned to fix the washer.... They transferred me to the Customer Service Resolution center. I was given a new service tag number and advised that ** would return between 3-5 to repair the washer that he broke!
5:00 comes and goes and NO **! I call the service center at 6 wanting to know where he is and explain the entire days issues with this oh, well the routing center in my area is now closed, too bad for me. This is after I am told I will just have to buckle down and go to the laundromat! Yes, a Sears service person told me that?! OK, ** was supposed to call us, never does, ** will be back to fix the washer, never shows up!
OK, now I am told it will be 2-3 weeks before a technician can come out to fix my washer that the Sears technician BROKE! What am I to do? Was told they will not do any more than that! Really? Take my money and give me a **? Hmmmm thinking that is not really acceptable! Sears can kiss my ** -- I will NEVER buy another product from them and I will file a complaint with the BBB! I purchased a product from them, purchased a service from them and now my product no longer works because of their service! Does anyone see anything wrong with this whole picture????
The service and repair offered by this company is less than desirable. We bought a washing machine from Sears and within 2 years it stopped working. Four weeks ago, we dragged the heavy machine back to Sears for repair, only to take it back to our home again with $200 dollars out of pocket for a bogus "warranty." The tech took a look at it and ordered a part for it and told us they would return the following week to install it. The next week came and we had someone waiting 4 hours for them to arrive, only to find that the appt was changed without our knowledge to the following week.
The 3rd week came and the one man finally showed up to the house at 11:30 am informing me that he couldn't do work until the 2nd guy showed up, and so slept in his van for an hour until the other man came around 12:30 (take into consideration that the time in which they should do the repair is between 8-12). The men opened the box to find that the piece that had arrived had some crack on it.
They promised that they would do an emergency 2-day delivery and have a tech come in and fix it. Knowing that the service was unreliable, we called the repair services to totally ensure someone would show up to fix it. Not to mention it had been almost 4 weeks without a washing machine and we have a trip to a different country in a few days and need to start washing and getting our clothes ready! So we had someone wait from 8-12 AGAIN, and no one showed up, so when we called they said they had no techs available and that someone could come the following week.
So now, I'm left dragging all our clothing to various family members and laundromats to wash 4 weeks worth of clothing for our trip. Sears is unprofessional, and unreliable. Definitely choose to buy appliances at another store, or this may happen to you... and DO NOT get their warranty to rely on their repair services. The worst appliance experience I've had hands down.
GREENFIELD, WISCONSIN -- Our washer of 11 years just died on 4/12/2011. I ordered a Whirlpool 5.0 cu. ft Cabrio online on 4/13/11, the earliest shipping date was 4/15/2011. I received a confirmation call on 4/14/2011 at 5:50pm. The automated service asked if someone over the age of 18 would be present at the time of delivery (you have to press 1 for yes and 2 for no) and it stated the delivery would be between 2:15pm to 4:15pm.
On the scheduled delivery date, I was tending to my 2 year old and missed a call at 8:26am on 4/15/11. I received a voice mail from the delivery crew stating they were in the area and could delivery it earlier if I was available. No return number was left and the call came in as blocked on the Caller ID. I called Sears customer service and they sent a message to the crew asking for a call back. They called back at 12:59 pm and said they would deliver the washer around 1:30pm. Great!!!!
They promptly arrived at 1:30pm. The delivery crew all introduced themselves right away and confirmed the washer info. and haul away info. They asked where the new washer should go and any special instructions from me. There were three men all together, but only two men did the actual delivery and install. One guy just took the machine off the truck and the remaining two did the delivery and install. They hauled the old washer away with no mess or fuss. They brought the new washer to my front door and had me inspect it for any damages. Once I "approved" the new unit, they brought it in and installed everything.
Showed me how to use it and told me what kind of detergent to use since I could only use a HE specific detergent (aren't all detergents HE anyway?!?! But it was very nice they confirmed that info with me). They ran a cycle per the manufacturer's instructions, checked for leaks and problems. Before they left they asked if I had any questions. They had me sign paperwork and I had to confirm with a Sears representative via phone that I authorized a haul away of an old unit.
From start to finish, the delivery and install took 15 minutes!! They did not leave a mess. When they had to throw something away, they asked politely if they were able to use my trash bin (it was our laundry room trash bin full of lint). This is the second time we have used Sears delivery (first time we used Sears it was for a refrigerator in 7/2010) and both times it has been great!!! There are soo many bad reviews that I had to let people know there are good deliveries as well. I received my washer on the promised date and received it before the time promised! Perfect!
Hi! My washing machine broke again 3 weeks ago. Called Sears right away. Told them the situation said they couldn't get out there for 3 weeks to fix it. Well the appt was set up for Friday but wrong part showed up at my door today. Called them to see why this part came, they said, "Oh did anybody call you to tell you the other part is on backorder and we don't know when it is coming in? There is no date in the system for it." Plus they told me I would have to be put back on the waiting list of 3 weeks before they will be able to come back out to service after they get the part in.
That will be 6 weeks without a washing machine or even more depending when the part comes in. How many people do you know that is a family of 7 that can go without a washing machine for 6 weeks? Sears is no help to me. Told me to go rent a washing machine. Use my time to go rent one, pick it up, hook it up, and rent a truck. Told me they will not reimburse any expenses until after the old washing machine is fixed. Who has that kind of money lying around to do that? And wait that long to be reimbursed that money if you ever get it back.
Then they told me about laundry reimbursement of 25.00 a week. How does that help me? I have to go to the laundromat just to wash the clothes. That doesn't even pay for gas money to get to the laundromat. Plus then again you don't get any money for reimbursement until after they fix it. Who knows when that will be?
If you can't go without your washer don't get it from Sears. It will be forever for them to get it Working. Plus what good is the warranty/ service agreement if they don't listen to what the customer needs and is no good. Because unless you can go months without your washer or stove, or any other major appliance you have to suffer. I wonder if they have to suffer like us. Never buy anything Sears you will be very sorry!!!!!
I am sure I am not alone and feel strongly that Sear's deserves a Civil Suit for the abuse they put on the customers! I would be eager to be part of Civil Suit filing against Sear's because they should not be allowed to get away with customer abuse just because their product is in the unlucky buyers possession.
I bought a brand new (quite expensive) washer and dryer from Sear's. The tub was damaged during shipping. I have water damage and terrible odor from the floor/tub under washer. Apparently a repair part cannot be "found" for this brand new product (I was informed of this when I called to see why I had not heard back from the Sear's repairman). I have been without a washer for a month (but without any compensation from Sears!!!!!!!!!!.... It is not my fault they sold me a broken machine... Why should I take on financial and physical burden of not having a washer?
Additionally the damage claim I filed was never sent to an adjuster... I discovered this after calling and waiting on hold forever today only to have to leave a voicemail to call me back. Competitive pricing is the reason I have shopped at Sears, but the savings is completely lost with endless product and service issues, and the physical and financial burden of awaiting the fix that may never come. I was completely blown out of my seat when I was told the delivery fee could not be refunded to me when the delivery guys bolted through the tub of my washer causing the beginning of a complete disaster.
I know for sure there are hundreds if not thousands like me out there and I am sooo sure we would have a civil case of corporate abuse! I am soooo disgusted by this treatment! Oh and by the way... that also take no care for all of the time you need to take off for delivery, repairs, and finally pick when you decide to have them come pick up their product because you just cannot tolerate the abuse for minute longer. I have waited on hold for hours and hours trying to get anyone on the phone who cared about the customers who sustain their business... never found a soul who thought doing right by the customer mattered.
And do not waste your time with the "Customer Solutions/Customer Care" Dept you will terribly disappointed. Sears - you run a TERRIBLE business. I will no longer support your business. I will however support a Civil Suit filing for customer abuse against you!