Sears Complaint - Sears Service is the worst!
I have a very expensive Kenmore High Efficiency Front Loading wash machine. I purchased it in 2004. It broke June 2010 and since it was a front loader it locked the front loading door with a load of laundry trapped inside. The fact that this very expensive and pretty young applicance broke I find disturbing to begin with but the gross lack of customer service that I experienced with Sears Service is the focus of this complaint. So, I scheduled a service call with Sears Service to fix my washer. Fortunately, I was able to get one within two days of my call and Sears charged my Sears Card in advance, of course, for this one year service plan they convinced me to buy. When the technician arrive to fix the appliance, the front loading door miraculously opened with no problem. A washing cycle was started with no problem. He ran through a diagnostic check of the equipment and the washer appeared to function. I told him that the problem code that had been displayed was F-02 and he verified that there were no clogs any where in the drainage system. I asked him if there could be a problem with the control board and he stated no, not with that code. He claimed that a piece of lint on the propellor/fan blades could cause that code to appear and since he moved the blades he speculated that he probably knocked any lint off and that was why it was probably functioning again. He did not run a wash cycle and wait for it to complete. He left. I immediately put my clothes back into the washer to remove the mildew in them. The same malfunction occurred again - about 12 - 13 minutes into the cycle, the washer stopped, the F-02 code started blinking and the door remained locked and I could not hit cancel twice and get the door to release. I called Sears again - the guy had only left 15 -20 minutes earlier so I thought he should be able to return immediately or after he finished his next customer. Sears could not get that guy to answer his phone/pager or respond to any messages for the balance of the day. Sears could not send out a second guy. Sears did have my money and I had no repair. So, I scheduled a second service appointment. No appointment is available for another 11 days! As far as Sears is concerned, it is fine that my clothes are locked inside the washer for 11 additional days. Fortunately, while the service technician was present he showed me how to remove the front panel and pull a release line to manually open the front door. I spent 3.5 hours on the phone with Sears customer solutions and they were like robots and there were no managers available. They repeated like parrots that there was no available appointments earlier than that 11 days. I asked why I could not be placed in front of other customers since my repair was not completed and they parrotted that there were not appointments available before that date 11 days in the future. They were like unfeeling automatons on a script. The only reason why I have not cancelled the appointment and demanded that the charge be reversed is because I called other appliance repair companies in the area and they have no earlier appointments. They kindly explained to me that the heat wave has knocked out refrigerators and air conditioners and they are booked for two weeks. I understand and respect that explanation. I do not understand nor respect Sears call centers trained to act like programmed robots with no rationale explanations for why they can't fix problems in a reasonable time frame.
So, I have cancelled a very expensive BOSCH dishwasher from my Sears card that fortunately had not been delivered yet. I am strongly considering cancelling my Sears card and I have a strong need to warn other consumers that not only will your Kenmore (Whirlpool) appliance not last long but you will receive grossly inferior customer service from Sears if you try to have it repaired.