Sears Washers - Page 3

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1.2 out of 5, based on 14 ratings and
111 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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Sears Sold Me a Faulty Washer
Posted by on
Rating: 1/51
MINEOLA, TEXAS -- I ordered a compact washer & dryer from Sears. When it was finally delivered I discovered you had to order the hoses separately. got the drain hose but had to wait another week for the water hoses. Finally hooked it up to use & it didn't work but leaked water everywhere. Waited another week for a Sears technician to come & check it out. The tub was cracked, the pump didn't work, the hose coming out of the pump was crimped. I waited 3 weeks for a refund & was told the delivery charges of $79.99 was non-refundable even tho they sold me a defective washer. I'm still waiting for a refund for the hoses for $86. This is the worst customer service ever!!!
     
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SearsCare on 03/25/2013:
elrodjj,

I'm sorry for any inconvenience and frustration you’ve encountered with your washer and dryer purchase. My name is Brian H. and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. Please send the following information – contact #, screen name (elrodjj) and phone # used at the time of purchase to smadvisor@searshc.com Again, we’re sorry for any trouble we have caused and we look forward to speaking with you soon.


Thank you,

Brian H.
Social Media Moderator
Sears Social Media Support
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Customer Service for Appliance Center
Posted by on
Rating: 1/51
RALEIGH, NORTH CAROLINA -- Beware of purchasing an Appliance from Sears; you cannot reach a person at the point of purchase; your call goes straight to the Customer Call Center located in the Philippines; need I say more? If you need a follow up w/the Tech from the company they contract with for repairs, good luck; impossible for them to understand English, or speak it. Shame on Sears, an old tried and true Appliance Store who are what they are due to the loyalty of their customers in America. Never ever again will I purchase from Sears, for service is everything, especially on high priced items they sell and unknowing consumers purchase. Word of mouth is the only way to warn others of what they will experience when their time comes for service needs. Check w/other Appliance vendors and research their Customer Service first. It took 3 phone calls, and still, until the Tech was scheduled again and called me himself, the part still hadn't been ordered; they'd been supplied that information twice, plus they said that due to my trouble I would receive a $30 discount; on what, from whom? No such thing was ever going to happen, scripted and charmed is the extent of the Customer Call Center abilities.
     
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SearsCare on 02/26/2013:
rhondaegrzyb,

Hi, my name is Brian and I'm with the Sears Cares Team. I was able to locate your post regarding your recent experience with your washer repair. I'm sorry that you've had to go so long without one and I can understand why you would be upset. We'd like to offer our assistance in making sure this is resolved quickly and to your complete satisfaction. Please send the following information – contact #, screen name (rhondaegrzyb), and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any trouble we have caused and we look forward to speaking with you.

Brian H.
Social Media Moderator
Sears Social Media Support
Mahtha on 09/05/2013:
Took time off work today for a scheduled delivery of a new washing machine. Delivery team would not install new washer and would not remove old washer. I could not inderstand why. A telephone call to service center in Philippines was not helpful. I now have the new washer sitting in the middle of my living room. This is not the dependable Sears Of my younger years.
Sears Cares on 09/05/2013:
Mahtha,
We sincerely apologize for the disappointing experience you have encountered with the delivery of your washer. We can certainly understand your frustrations with the lack of customer service you have received regarding the haul of way of your original washer. My name is Liz and I am a member of the Sears Social Media Support team. I saw your comment and wanted to offer our assistance. If you would allow us the opportunity, we would like the opportunity to speak with you to address your concerns and restore your faith in Sears. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Mahtha) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
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Faulty Washer
Posted by on
Rating: 1/51
PLEASANTON, CALIFORNIA -- I am very disappointed with Sear's warranty department. My new 1 year old washer just started acting up about 1 week before the warranty's expiration date. I tried to figure out the problem myself and by the time I realized that I would need a technician, I noticed on my original purchase receipt that the purchase date was 1 day over the 1 year warranty period.

Even the salesman who sold me the washer was sure that Sears would still honor the warranty especially since I purchased a new refrigerator, dishwasher, dryer, oven and microwave around the same time. I even offered to split the repair cost. The customer service reps were not only rude, but were anxious to end the call. Though I am very happy with my other appliances, I am not sure I can recommend their appliances to family and friends. Thanks
     
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KevinTX on 07/25/2012:
You're not alone.. look up Sears complaints in this site and see why. I do sometime defend Sears, with ALL of the issues I have run into, they have some through for me each time. I would give Sears HQ a call... again... and again. One of them will help you.

Also, care to explain what is wrong with the washer? lots of knowledgeable people on here (if I may include myself please. :) ) Our front loader was making a horrible sound and turned out to be the tub bearings... ouch. BUT it went from a $999 bill to a $150 thanks to help from Sears courteous reps. Don't give up on them, ESPECIALLY since you're obviously a return customer like we are.
SearsCare on 07/25/2012:
To: kolivo12,
My name is Dianne and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. Please accept our apologies for the problems you are experiencing with your washer. I came across your post and I wanted to reach out and offer our assistance with this unfortunate situation. 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 your family and we would like to assist. Sears Social Media Escalations Team is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. We would like to look into this situation further and offer our assistance to help resolve this issue.
At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the item to be serviced was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (kolivo12) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support
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Horrible Sears repair warranty service
Posted by on
Rating: 1/51
LAS CRUCES, NEW MEXICO -- Pros: Technician comes to your house, diagnoses, orders parts, comes back and repairs.

Cons: Technician comes to your house, diagnoses, orders parts ... Then you wait 10 days before the part arrives and your appliance gets repaired. I purchased the home repair warranty for my dishwasher in March 3, 2012, after my appliance stopped working properly (it was less than 10-y-old, and Sears has a repair program). After I paid $250 for 1 year of service, the dishwasher got finally repaired on 10 April. I had requested a rush order on the parts, they refused. It turned out tat the first part they ordered was not the issue, so we had to wait another 10 days to get the dishwasher working again.

The part they had replaced in April burnt out again last Sunday (7/108/12). I called in the repair services, the guy came Monday and ordered the part again. I will have to wait 10 working days for the parts ( i.e. 2 weeks). I called and requested for a rush order also this time. No cigar. They artfully avoid giving me a straight yes/no answer.

So, the bottom line is, if you do not want to spend the money to buy a new appliance and do not mind waiting and waiting and waiting for the appliance to be repaired, buy this warranty. If you do not mind having the repaired appliance breaking down several times following the repair due to crappy parts being ordered (Chinese?), by all means this is your service.
     
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SearsCare on 07/13/2012:
To: hiranya_src,
My name is Dianne with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means we handle a situation from start to finish with one dedicated case manager. I found your post here and want to reach out and offer our assistance to help resolve your service related complaint. Our case manager will be able to assist you with this service issue and also help with any past or future complaints that you have with Sears. At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (hiranya_src) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support
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Take the Money and Keep Changing the Delivery Date!
Posted by on
Rating: 1/51
WARNER ROBINS, GEORGIA -- Last month (May) my husband purchased a fabulous washer and dryer for me as an anniversary gift. The guy at the Sears store did a great job selling us the machines and we were told it would take two weeks. However, my husband received calls saying the delivery date would be changed from the Monday to the Tuesday and, in a further call, back to the Monday again but we were then told the dryer wouldn't be available for delivery until JULY!!! we finally decided to accept the floor model at Sears at discount so we could have both by the beginning of next week. Then my husband calls once more to confirm this and cancel the dryer saying we will take the floor model, only to be told the latest update... Now the WASHER cannot be delivered until July either! What a JOKE! They are quick to take your money and then deliver a crap service. We have now canceled the entire order and won't be going to Sears again. Way to lose business Sears. Well done.
     
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ok4now on 06/04/2012:
Sears failed on the delivery but they actually did you a favor. Had you received the washer/dryer which have horrible reviews, expect some problems. Sears customer service is even worse than their delivery dept. Next you would be writing a review about how they fail to show up then fail to fix it. Take a minute and just read some of the eye opening reviews on this site. Then you will understand why Sears just closed 125 stores.
SearsCare on 06/04/2012:
Dear anorrisiow,

We apologize for the ongoing frustration with the delivery of your washer and dryer. My name is Stephanie L. and I am with the Sears Social Media Escalations team, we have just come across your post and wanted to reach out to you. We can understand why you would be so troubled with the July delivery date, that does seem like a long time to wait for a new purchase. We would like to get in touch with the warehouse on your behalf to find out why you have to wait until July, this delay may very well be with the manufacturer. We do value you as a customer and would like to look into this as soon as possible. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the washer and dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name anorrisiow you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
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Buyer Beware Service Department Makes False Claims And Bad Repair Work
Posted by on
Rating: 1/51
PENSACOLA, FLORIDA -- The repairman didn't even open washer up, door panel needed replaced if he would have opened it up he would have saw that, second week part misordered told me he scheduled me for a week later, BUT WHEN PART CAME IN CALL AND I WOULD BE BUMPED UP ON SCHEDULE.. BOLD FACE LYE. third I called can't or won't bump me up, ask for a supervisor to call me they said they would call me.. HAVEN'T HEARD FROM THEM YET.. BAD CUSTOMER SERVICE LYE NUMBER TWO, I am ready, since I have parts to call someone who can fix it and sue Sears for false claims and mental anguish.
     
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slimster on 04/13/2012:
Seems you are getting the run around on your calls for service. You have to insist on speaking to a supervisor before you get a resolution.
SearsCare on 04/16/2012:
Dear mrkstm,

We are very sorry for the way your repair was handled. Your frustrations with the mis-ordered part and the poor customer service concerning the supervisor call back. Per your post this call back was not followed through, which has caused you to be discouraged, and this is never acceptable. My name is Stephanie L. and I am with the Sears Social Media Escalations team and we would like to contact you and speak further about your experience. At your convenience please contact our office via email at smsupport@searshc.com and a “dedicated” case manager will contact you directly. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name mrkstm you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
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Feeling Ripped Off With Whirlpool Washer
Posted by on
LOUISVILLE, KENTUCKY -- I have suffered through a year with a high end washer, designed to save energy, no agitator, totally run by computers. I purchased a "protection plan" which requires that I receive 4 new parts within a year, and my first part was replaces a fraction over a year ago, so the last new parts cannot be added to the first. A week ago a technician installed the wrong part in error requiring yet another replacement part to be installed. The tech was here for 4 hour today and when he left, all seemed to be well, but when he left I noticed that the spin cycle had not functioned properly and put it on a spin cycle, only to fin that NO cycle was working AT ALL. Now I have learned that the "rental reimbursement plan' will only pay for the days required to get my machine running or replaced, leaving me with the entire month to pay for the rental agreement. The next trip will no doubt require the necessary part replacement called for in my protection plan, and I must say that I am NOT excited about replacing this machine with another from Sears. This brand, ears/Whirlpool was the ONE and ONLY brand I have ever owned with total satisfaction for more years than I'd care to say. Now, no doubt partly due to the manufacturing overseas or Mexico, Sears seems to have lost quality control, and probably their once firm grip on the washer sales industry. I was offered a $50 gift certificate; catch is, I'd have to go to Sears to use it.
     
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Molly76 on 12/24/2011:
Try Speed Queen. Take a look at their web site and see what you think.
Venice09 on 12/24/2011:
When I got a replacement washer from Sears under the terms of my contract, I was able to choose any brand in the store. Oddly enough, I picked a Kenmore, which has served me well.

Do yourself a favor and switch to a basic washer with an agitator and no idiot board. It will be less likely to break down, and your clothes will come out cleaner. If it does break, it will be easier and less expensive to fix. I realize people are drawn to the new and fancy high tech machines, but the technology is not there and neither is the quality, regardless of brand.
At Your Service on 12/24/2011:
I sure am sorry to hear of your frustrations imacreator97. Hopefully, I can clear up some confusion on your part.

First, you've suggested your problem is with a "Whirlpool Bravo" and that this is the same thing as Sears. The two companies, that being Whirlpool and Sears, are completely independent of each other. Sears has contracted with Whirlpool to create several unique Kenmore branded products for them, but they also have several other companies create Kenmore branded appliances too. L.G. and Frigidaire are just some of the manufacturers.

In addition to this mistake is the notion that Whirlpool and Bravo(s) are one and the same; they are not. Whirlpool produces a front loading, high efficient washer line called Duet; they also create a high efficient, top loading washer line called Cabrio. Their sister company, Maytag, produces a high efficient, top loading washer line called Bravos.

With all of this said, it's hard to distinguish whether you own a Kenmore, Whirlpool or Maytag branded appliance and, if so, exactly which product line and model it is.

You do suggest that the product has, "everything run by computers." This is true however, it is important to understand that nearly every appliance does today. Many people have mistakenly thought that, because the selection device is in the form of a knob instead of a panel, that control happens mechanically; it does not. In such cases, the knob is used as a type of actuator, controlling other circuitry.

You also state that your protection plan, "requires that I receive 4 new parts within a year..." as if, by not replacing such parts would somehow void your warranty. This is, of course, not the case. No protection program REQUIRE parts be replaced or that service is even required. My guess is that you would hope that your washer could be replaced but, in order to do so, four parts needed to be replaced within a year. This is a form of a "No Lemon GUARANTEE". One person here mistakenly called it a law which, of course, it is not. The guarantee is as much for the warranty provider's protection is it is yours. They don't want to continue to "flog a dead horse" so to speak. So if it's determined, generally by trying to resolve the same problem three times, by the fourth it's replaced. Most importantly, it is important you track this service record as much as anyone else in case you ever need to use this replacement option.

I wasn't aware of any place offering the rental option for a product to use while your's is out of service. This is actually a pretty good idea and, reasonably, should only need to cover the rental of said product while your's is being serviced. It sounds like, without thinking about it, you've agreed to a longer term rental agreement then was needed and, thereby, are now stuck with the balance. I find it difficult to blame this on the warranty provider, however.

It sounds frustrating that you need to have the service technician come out again to discover why none of your cycles are working at all. Believe me, they do not want to make another trip out to resolve the problem either. In some cases, however, when you think you've resolved one problem the entire issue is not absolutely fixed. It's kind of like replacing a fuse only to have the new fuse blow somewhat easily again. It's only then that one will dig even further to find a particular wiring problem that is the real issue.

I would be interested in knowing what takes place on the next trip out; as well as having the other questions, brought up originally, filled in. What brand and model is it we're actually discussing? Please let us know as well as if I can be of any further help.
Venice09 on 12/24/2011:
Nerd to the rescue!..

"As for knobs being on circuit boards, I am aware of this. But appliances that use knobs are mostly mechanical, not electronic, in nature, even if a circuit board is used. This technology has been proven with years and years of use. A knob-control appliance will not have problems with "error codes" or touch screen controls that do not respond. You just set the dial and forget it until the cycle completes. That's why I prefer a basic knob-control appliance as opposed to one with all the bells and whistles."

The lemon clause in a contract is commonly referred to as the Lemon Law. No one ever said it was a law.

"The guarantee is as much for the warranty provider's protection is it is yours. They don't want to continue to "flog a dead horse" so to speak. So if it's determined, generally by trying to resolve the same problem three times, by the fourth it's replaced. Most importantly, it is important you track this service record as much as anyone else in case you ever need to use this replacement option."

That simple isn't true, especially if your contract is with Sears. Five different parts need to be replaced within one year in order to qualify for a replacement. And yes, Sears does want to "flog a dead horse". They will flog forever just not to honor the contract. At least a dozen techs worked on my washer, ultimately rebuilding the entire machine, knowing that it couldn't be fixed. They fully expected me to give up, but my persistence paid off. After a year of aggravation and inconvenience, Sears reluctantly honored the contract.

At Your Service, you really should stop giving out false information about replacements unless you have read the contract in question.

ok4now on 12/24/2011:
I mean no offense to the OP who has a legitimate complaint about about a defective product. It is getting soooo redundant about the Sears/Whirlpool complaints and dissatisfied customers. Numerous posts have addressed this issue with no resolution. Searscare responds with format answers doing damage control. The only three members who consistently respond are Venice, At Your Service and myself. I have come to the conclusion that we are wasting our time. Sears/Whirlpool will continued to ripoff uninformed customers. They will reap huge profits with their shoddy products. We can continue to post our opinion which falls on deaf ears. This site is a sounding board which makes for a good read but has no effect on the problem. I wish it was different.
Venice09 on 12/24/2011:
I don't know, ok4now. Maybe you're right. My main goal is to support people with appliance complaints. I don't want them led to believe their complaints are not valid or that they caused the problems. The complaints are real and shouldn't be addressed with lame excuses and illogical reasoning. My run-in with Sears was a rude awakening. I was completely shocked by their tactics. And I see the same thing here every day. If one person pursues their complaint because of something I've said, then it's worth my while. And if more people fight back, these companies will be forced to change. It's not a game when people spend thousands of dollars on appliances just to find out their money was wasted.
Anonymous on 12/24/2011:
ok4now and Venice. You are not wasting your time.
Venice09 on 12/24/2011:
Thanks, John. I really do feel sorry for people who spend their hard earned money and put their faith in companies only to be disappointed in the end. These appliances are expensive, and people can no longer just replace them when things go wrong. Any why should they have to? These companies need to be held responsible.
TheOldSheriff on 12/24/2011:
ok4now, your continued responses will probably help a handful of people down the road that search the web BEFORE they buy. Don't give up. Keep up the good work!
madconsumer on 12/24/2011:
great comment AYS!!
trmn8r on 12/24/2011:
After reading the complaints about the new HE washers, I agree with Venice's sentiment - if you can, buy a traditional Plain Jane machine. Uses more water, is more reliable, gets the clothes cleaner, costs less money.

To heck with the government foisting all these regulations on us that end up costing us more money and aggravation. Another example is ethanol. Ruined my chainsaw carburetor, my motorcycle's electronic gas gauge.

Does anyone know if you can still buy a regular old washing machine without a computer in it? Unless it was made illegal, you should be able to do so.
clutzycook on 12/24/2011:
They still made them as of a few years ago. Don't know about now. I haven't had a reason to look. My washer refuses to die, thank goodness.
Venice09 on 12/24/2011:
Trmn, if you read Nerd's comment above, you'll see why I'll still buy a washing machine with knobs. Yes, they are available, and I don't see them going away anytime soon.
Venice09 on 12/24/2011:
Molly, just saw your comment. That's my plan. I already have a Speed Queen picked out. Just waiting for the old washer to kick the bucket. Any day now!
Molly76 on 12/24/2011:
For anyone who is wondering a top load Speed Queen is not a computer controlled. It is a timer (old fashioned one) and relay switches with thick old fashioned wire.

My only complaint is there is no warm water rinse on the washer, our water comes out of the ground almost freezing. So we have a thingy that mixes hot and cold water at the faucets before it gets to the washer.

With all these motherboards backordered who needs them?
raven2010 on 12/24/2011:
A few months ago I bought a machine for less than $250.

It has knobs and very few settings. ZERO bells and whistles.

It is a GE model GTWP1000M and I love it!
trmn8r on 12/24/2011:
Molly76 - same thing with my RCA from 16 years ago - cold rinse only. My mom's old tank had all kinds of controls, including warm rinse.

I'm glad to hear that you can still get a plain old washing machine that gets the job done reliably. This new stuff that takes the clothing on an amusement park ride and comes in Cobalt Blue and Candy Apple doesn't impress me at all.
At Your Service on 12/25/2011:
Thanks MadConsumer. I appreciate it. Not sure what I've done to offend the others. I've tried to aways provide direct information, important to the topic at hand. But many others seem to only want to lash out and anyone and anything they disagree with. I'm not going down that path. I've nicely posted things to others, even wishing them a Merry Christmas during this time of year, just to have irate comments returned. I even asked the administration a simple question a week ago, in an e-mail, and was completely ignored. And then there is absolutely no respect for representatives of the retailers and manufacturers who attempt to reach out to many of the posts here; all because the details as to what has, is or will take place with every situation is not divulged to the general public.

Maybe the answer to your complaints have much more to do with yourselves than with the products being complained about.
ok4now on 12/25/2011:
I agree with most of the posts but here's what is missing. Yes the Speed Queen is probably a reliable washer due to its simplicity. It has knobs with no bells & whistles. So did a 1990's automobile. This doesn't make it good, just old technology. Sure you're reading some complaints, mostly Kenmore & Whirlpool sold by Sears. The fact is most of these new washers are front loaders which are highly efficient, get your clothes clean and have very few problems. The consumer needs to do their homework and select a reliable brand.
Venice09 on 12/25/2011:
I wanted a front loader long before they became available for residential use and was going to be the first in line to buy one. But when they finally came on the market, I decided to wait. And I am very glad I did. I realize there are many people who love them, but I'd rather not press my luck with something that has so many complaints. I'm still hoping that someday front loaders will be perfected, but for now I'm sticking with a basic, reliable top loader.

Good info, Molly. Thanks. The washer I have now only has cold water rinse. I wasn't happy at first, but I got used to it. I have a feeling all washers are like that now.

Raven, a $250 washer is probably just as reliable as a more expensive one. I bought a better one because I wanted a bigger tub and more water level/temp settings. But I honestly don't think there is much difference in the overall quality.

I have seen OPs criticized, discredited, blamed and even argued with, all in an attempt to invalidate their complaints, and mostly based on assumptions. Some come back and respond, but I'm sure there are some who fall for it and do not pursue their complaints. Someone needs to be on their side because they deserve to be heard and to have their problems resolved.

I have always given Sears credit for responding to reviews. Brian is even on my trust list. The problem is that we don't know if they actually help or it's just damage control. I don't think too many OPs look back at their reviews, so they probably don't even know Sears responded. I think there's an option to contact Sears directly before writing a review. I wonder how many people do that and what kind of results they get.
Anonymous on 12/25/2011:
"I'm hoping front loaders to be perfected...." Umm you do realize they've been out for at least 30 years in Asia and Europe. Commercially they are all that has been used in probably 50 years.
Electronics are not the issue, you have circuit boards in some of the most hostile environments. Its the protection of said boards that is the
issue. The problem is white goods are disposable as American's want cheap - Haier makes a lot of the guts exclusively for the US market. You won't find this crap sold in Asia or Europe.
Venice09 on 12/25/2011:
I know front loaders have been available commercially for a long time, but they were not available for residential use. That's what I was waiting for until I decided they were too much trouble.

What makes you think Americans want disposable products? Judging by the reviews, that's exactly what they don't want. These front loaders may be cheaply made, but that are not inexpensive. That's the basis of a lot of complaints. Consumers do not think they are getting what they paid for.
Anonymous on 12/25/2011:
I purchased my first front loading Miele about 22 years ago in Maryland. Stop into a quality appliance store, they'll tell you they've sold front loaders for at least 25 years in the US. Quality comes with a price. you can still buy well crafted US built appliances Sub-Zero, Wolf, or imports Fisher & Paykel, Miele but you have to pay more. "What makes you think American's want disposable products?" Sorry to burst your bubble but we tend to be very price sensitive and quality is typically secondary,that's why you don't see Sub-Zero flying off the shelves and people buying more BMW's than Chevys.
Venice09 on 12/25/2011:
Quality shouldn't have to be unaffordable. You don't have to buy a BMW to get quality and reliability. I disagree that quality is secondary. People are opening their wallets to buy what they think are better appliances only to find out the quality isn't there. Just read the reviews. Over $1,200.00 for a clothes dryer? Seriously? And it doesn't even work right.

The first time I saw a front loading washer was 35 years ago in a laundromat. That's when I decided I wanted one. They were not available for residential use at that time, to my knowledge. I patiently waited but was very disappointed when the time finally came.
raven2010 on 12/25/2011:
Venice,

I agree. My basic machine has 3 water levels and three temp settings (all with cold rinse) as well as 12 wash settings. The tub size is 3.3 cubic feet.
http://appliances.pricegrabber.com/washing-machines/GE-Appliances-White-Capacity-Smooth-Basket/m813280928.html/search=gtwp1000m/mode=pg_google_us_exact/skd=1

The one I had before that was very basic also. I think I got about 18 years out of it before the motor crapped out.
Anonymous on 12/25/2011:
Sears merging with Kmart in 2005 was the beginning of the end.
Venice09 on 12/25/2011:
I have to agree that the Sears/Kmart merger was the downfall. When I first started complaining about Sears, my husband mentioned that it was probably because of the merger, and he was right.

I can't imagine any appliance lasting 18 years anymore. That's the part I just don't understand. Instead of appliances getting better, they've gotten worse. Why are they going in the wrong direction?
trmn8r on 12/25/2011:
I heard recently that it is because consumers don't want to pay an inflation-adjusted price for them. In other words, it's hard to find someone willing to pay $900 for a plain, or $1400 for a fancy washing machine, when 15 years ago the plain one cost $400 and the fancy one didn't exist. Something like that, I think.

Personally, I like reliability and would pay for it.
SearsCare on 12/27/2011:
Dear imacreator97,

I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received on your washer from our team and we apologize for the frustration this has caused you. My name is Robert and I’m part of the Sears Cares Escalations team and we value you as a customer. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. 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 repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (imacreator97) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
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Defective Power washer
Posted by on
INDIANAPOLIS, INDIANA -- Purchased a top of the line Craftsman professional series power washer in May 2011. Used it for about 8 hours having a little trouble restarting it between refueling. It seemed to flood the intake with fuel leaving the air filter soaked with gas. the only way to get it going was to let it set for a while. Since there are no throttle or choke adjustments available, the carburetor appears to be defective. Where the poor service comes in is when I tried to use it in early November and could only get it to run for 20 seconds or so. I took it back to the store and demonstrated the manager told me I would have to take it to the service center for evaluation. I explained to him what was I to do in the meantime for a power washer. The weather is closing in on me and I don't have time to wait for Sears to send it back to the manufacture. I don't want to clean my pool furniture out on the freezing weather. For what I paid, I shouldn't have to. Needless to say, Sears will never get another dollar of my money if they won't stand by the products they sell. Sears just lost a 38 year loyal customer.
     
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At Your Service on 11/08/2011:
Whereas you were having problems from the beginning, maybe you should have notified them sooner of the problem you were having.

It never seems to be a good time to have an item serviced, but at least it's getting done. If they're servicing it for you under the warranty agreement, I can't see how one could say Sears wasn't standing behind the product.
Venice09 on 11/08/2011:
Top of the line doesn't mean better quality. It might buy you some extra features, but for the most part, top of the line just means it comes with a higher price tag.

If you had returned the item in May, you probably could have exchanged it. I'm not sure why you waited.
swimjim on 11/08/2011:
Agree with previous posters - I don't think you can fault the store as you waited so long to bring it back it - it wasn't likely that a defective carb was going to repair itself over the summer.
SearsCare on 11/08/2011:
To thiefam53,

I'm very sorry to hear that your power washer failed so soon after you purchased it. Please keep in mind that even the highest quality and most expensive products can have manufacturer defects. We offer a 30 day guarantee on our products that allows you to return or exchange an item that is not functioning correctly. It is unfortunate that you didn't inform the store of the problem when it first began happening. Regardless, we do want to speak to you further about this issue and to retain your business with Sears. 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 power washer 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 (thiefam53) 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
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Beware of Sears! Go somewhere else for service!
Posted by on
LOGANSPORT, INDIANA -- My mother purchased a washer from Sears and paid for delivery. They said they couldn't delivery for 5 days. When the truck arrived, they unloaded the washer in the dining room and said they couldn't put it in the laundry room until my 84 year old mother moved out all of the cabinets. She enlisted assistance from the family and the cabinets were emptied into the dining room along with the wash. She called to ask them to come back and install the washer. They said they would be there in a few days and would call first. After 3 days she called and asked when they would be there to install the washer. They said they would have a truck in the area in 3 to 5 days. 7 days later a man arrived to install the washer and said he couldn't put it in the laundry room that it wouldn't fit.....washer is same size as washer that was already in the laundry room. He left without installing the washer. My nephew drove 1.5 hours down to Mother's house that week-end and had the old washer removed and the new one installed within an hour.

Mother paid Sears for installation and removal and got nothing but a dining room she couldn't use for two and a half weeks and no refund. And she still has to find a way to dispose of the old washer.
     
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clutzycook on 10/19/2011:
I don't know if your mom's neighborhood has restrictions on this sort of thing, but just have a family member set it out on the curb for her the night before garbage day. I will guarantee you that thing will be gone in an hour :).

As far as paying for the installation, keep hounding them until they refund at least the installation part of the bill.
At Your Service on 10/19/2011:
Rightfully so, drivers are instructed to not move anything in such a way as MAY damage part of the home. If this was a tight fit, as it sounds, they probably declined trying to move items around and damage part of the house. Instead, they left it up to a family member which, admittedly, has a great deal more leeway to damaging floors or walls.

Generally the delivery only includes installation if the environment allows for it in a suitable way. I'm sure that's why you're not being offered a refund, as the delivery was still performed.
Venice09 on 10/20/2011:
The OP's nephew had the old washer removed and the new one installed within an hour.

Sounds suitable to me.

I agree with clutzy, don't give until you get a refund for the installation that never took place.
SearsCare on 10/20/2011:
To dwilliams57,

I'm sorry for the issues that you have had surrounding the installation of her washer. I'm unsure why our installer was incapable of completing the installation however I'm happy that a family member was able to help. My name is James and I’m part of the Sears Cares Escalations team and we value you and your families business. We would like to help to make sure that you are refunded appropriately and to earn back your confidence in Sears. 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 washer 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 (dwilliams57) 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
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Grossly abused by Sears
Posted by on
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 there 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 can not 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 repair man). 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. CompetiTVe 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 ot 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 there product because you just can not 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 there business... never found a sole 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!
     
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Helpful on 08/10/2010:
I can sure appreciate your frustration OP. I'm not sure you have a case for a civil lawsuit, I may be wrong, but I would bet you agree once you calm down. I can agree that you shouldn't have been delivered a damaged washer & dryer and the retailer should have been able to resolve the problem within a reasonable time when the problem was discovered. It's interesting, we've had both complaints and compliments with this retailer. I guess that's the nature of this website.

In the meantime, you'd be doing the right thing if the retailer can resolve the problem in a timely manner. Send it back and purchase a set from somewhere else.

Thanks for the post, and please let us know what you end up doing.
rockfishing on 08/10/2010:
It sounds like you do have a case for small claims court. If you had damage to your home then contact your homeowners insurance provider and maybe they can sort this out for you.
Venice09 on 08/10/2010:
Try contacting searscares@searshc.com. They peruse this site for complaints and seem to be good at resolutions. They may even respond here before you get a chance to contact them, so be sure to come back and check.
SearsCare on 08/12/2010:
To Sear's victim ,
My name is Scott and I am part of the Sears Cares Escalations team and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at searscares@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Sear's victim) for reference to your issue and we do look forward to talking to you soon.

Thank you,
Scott J.
Senior Case Manager
Sears Cares
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