Sears Complaint - Kenmore Dryer And Bad Service
DEVON, PENNSYLVANIA -- I purchased this dryer new from Sears in July '06 after owning a Maytag for over 30 years.
The gas dryer runs fine, does a good job; however I noticed a dark area near the silicone seal near the paddle. When I put my hand in, thinking it was lint from the dark load, I found there is a hole in the metal at the base of the drum. I used my digital camera to photograph the area, and can see that there is a crack in the silicone that leads out to the hole which is approximately 1/2" around.
Fortunately, I had purchased the extended warranty and called the service department. Being a gas dryer with a flame, I did not want to run it with the hole in the drum, but I was told I had to wait two weeks for a service call opening. I was told that the drum would have to be replaced and this happens a lot. Of course, they don't carry them on the truck, so I knew that the repair person would only look and order it when he came today. They would then have to order the part and I would have to wait until it comes in, then set another appointment to install it. The appointment was to be between 1 and 5 P.M. We waited, and waited, and waited. I called Sears twice asking if they could tell what time the person would arrive since we had many errands to do. I was told that I was the 7th person he was to service.
At my second call, I was told that he had finished #5. During each call, the person on the phone told me that they would have the service person call me to let me know that they were coming. Well, 5 o'clock came and went and at 5:40 I called Sears. I was told "The serviceman won't be finishing his route today." I expressed my frustration and asked that someone still show up whatever time they could. No, I was told no one could come out. I asked, what do we do? He stated "we can fill out a complaint form with consumer services and set an appointment for the next opening they have"...not tomorrow mind you, but in 11 days from now!!!!
We were looking at Sears Kenmore appliances for our kitchen redo...Never, never, never would I purchase another appliance from Sears! To think that a dryer can fall apart in 2 1/2 years is enough to turn us off future purchases, but to then not get the service to fix that mess under the extended warantee I purchased until who knows when is too much to deal with.