SEARS/KENMORE Informative - FAULTY APPLIANCES/ - SEARS/KENMORE
NEW YORK -- Both my new Kenmore HE3t Washing Machine and Kenmore HE4t Dryer Electronic Control boards went.
The cost if not under warranty would have been $ 595 parts & labor for the Dryer and about the same for the Washer. With units costing in the range of $900-1200 I was told as a remedy to purchase an extended warranty for 3 years costing another $300 for each unit. At this point I’m forced to purchase the extended warranty in order to cut my losses. What a shame! I owned Maytag Washer and Dryer knob style controls for 15 years. The only reason we upgraded was for looks. What a mistake!!! The only restitution I have is to get this info out to all before purchasing SEARS/KENMORE PRODUCTS. Read below my letters sent to Sears Holdings/CEO Alywn Lewis and no response as of yet from anyone @ Sears.
NEVER BUY SEARS/KENMORE
Sears Holdings Corporation
3333 Beverly Road
Hoffman Estates, IL 60179
August 21, 2006
Re: Kenmore HE4t Dryer
Dear Mr. Lewis,
I have been a faithful customer indoctrinate into the Sears Family since my Dad would only purchase tools and such because of the commitment made by your company into quality and service. I can remember as a small boy in the late 50’s my Dad returning a used grease ridden Craftsman crescent wrench and walking out with a brand new replacement and to quote my now past on Dad “Got to Go to Sears”. To bad he couldn’t have coined the phrase that he beat out Modell’s on that one. Enough of this but as you can see from my timeline below I haven’t had the same experience with my dryer repair.
Sat. 8/12 /2006 Contacted Sears Service Unit control panel would not turn on unit
The earliest possible service appointment would be avail was Wed Aug 22nd, which is 10 days from the initial service request.
Mon 8/14 Contacted service and they confirmed that appoint. Which I felt was unreasonable.
Mon 8/14 Contacted Sears Service and requested the main Sears Holding telephone # 847-286-2500 and requested assistance and I was put through to the ONE SOURCE DEPT. 800 479-5899 and was given a WED 8/16 appointment.
Wed 8/16 Serviceman came and diagnosis two parts were required # 8546219 & # 280100. Which he ordered but failed to tell me that they would not be avail for install till Wed 8/22.
Wed. 8/16 I contacted parts and both parts were in stock an could be shipped from Mobile, Alabama
Wed 8/16 I contacted Sears ONE SOURCE and informed them of my success in and Judson expedited shipment to arrive Friday 8/18 and install on Monday 8/21.
Thursday 8/17 part # 8546219 was delivered. One of the two parts expected.
Friday 8/18 Awaiting Delivery of part # 280100. No delivery was made and no contact was made by ONE SOURCE Dept.
Friday 8/18 5pm I contacted ONE SOURCE and spoke with Mabel who informed me that the part seemed to be on back order till Friday 9/1. At that point she extended me the following:
· 1yr Extended Warranty
· 4 Week laundry reimbursement @ $ 25 per week totaling $100.
· Dryer Rental Reimbursement of which I told her that might be quite difficult due the fact that my dryer is gas and it was not that easy but she suggested an electric unit. AT that point I told her I would investigate a rental company.
· 30 day New Replacement Dryer on 9/12 if a part could not be retrieved by then.
She proceeded to tell me to contact ONE SOURCE on Sat 8/19
Sat 8/19 I contacted ONE SOURCE and spoke with CHAY and she confirmed the part delay and she extended me the following:
· 6mos Extended Warranty
· 4 Week laundry reimbursement @ $ 25 per week totaling $100.
· 45day New Replacement Dryer from 8/12 if a part could not be retrieved by then.
I asked her why and how did things change from when I spoke with Mabel/ONE SOURCE just the day before and today. Chay informed me that there was only 6mos EXTENDED WARRANTY, 3 week laundry reimbursement, no rental dryer option, and now it would take 45 days to offer New Replacement Dryer. Her answer was that she could not answer that also inferring her colleague’s lack of information or miss-formation
Mon 8/21 11:15am called ONE SOURCE/Connie and again confirmed Sept 1st part delivery.
Mon 8/21 11:30am contacted Parts-/National Parts Direct 800 252-1698/Shriffa and the part was $364.99 and avail for a Tuesday 8/22 delivery.
Monday 8/21 11:45am called back to ONE SOURCE and spoke with Doug. I informed Doug that I was in touch with the National Parts Direct and the part was available. Doug arranged to have the part located by the NATIONAL PARTS SOURCING and said the part would be shipped in 24 hours.
To summarize I myself contacted the National Parts Direct on two separate occasions and both times I was informed that the parts were I stock and I could have ordered them for immediate delivery. Then why was it so difficult for SEARS ONE SOURCE to order from SEARS PARTS DIRECT. In addition the miscommunication from the various staff members in the same department. Why does a consumer and his family of four have to go through such aggravation not to mention time to have a vital piece of equipment repaired? What a Debacle!
Kenmore HE3t Washing Machine Repair
Kenmore HE3t Washing Machine 10/2 broke down: “Fail” Reading called in Mon Evening during our holiday Yom Kippur told to call Tuesday 10/3 A.M... Was told warranty expired on Monday 10/2. Can you believe that! Spoke with the Sears Recovery Team/ Mary 800 469-5899. Free Service Extended Just has Repair Tech call in and ask for the Recovery Team. Scheduled Date give for repair was 10/10 by the Recovery Team but told to call back to ONE SOURCE to see if they can schedule an earlier repair. Called ONE SOURCE 800 479-5899 open 8:45am EST
Called One Source 9am/Monica badge #12574 of no help. Informed me there was a policy change and she could not move the appointment up soon than 10/10. Called back to Sears Holding telephone # 847-286-2500 Naomie/National Customer Service. Didi/Tela Services no availablilty. On Waiting List. Call back National Customer Service. Appointment finally scheduled after 4 attempts. Called back to Sears Holding telephone # 847-286-2500 and they put me through to National Customer Service who put me through to Recovery Dept and was able to schedule me for Wed. 10/4 for 8 am 5pm. Now 10/12 8am-12noon. Recovery/Sylvia.
Day 10: 10/12 repair part ordered Electronic Control Board Div 26/110/8 # 8182687
10/12 called One Source/Lyon after tech came out 5:30pm. Part will expedited and arrive by Mon.10/16
Day 15: Part Delivery Promised 800 479-6351