MI -- If you are thinking of purchasing from Sears for a Kenmore appliance and including a master protection agreement. DO NO DO IT. Took us over 2 months for the refrigerator to be fixed. After them confirming the appointments several times you would wait all day only to receive a call to reschedule for another 3 weeks later, it happened 4 times. I find it totally unacceptable to leave a family without a refrigerator for over 2 months. No one paid for the countless bags of ice or food that would go bad.
I will never buy another Sears products (I was a loyal customer in the past) or service agreement. Another problem was when I called the service number upset and would be transferred from around never to get any help or a manager. Then promised one would called me back and didn't on 4 occasions. I was also lied to. Told on a few calls that they would put in for emergency fix and someone would come out in 48 hours. Found out after 2 occasions given this information there was no such service. I placed multiple calls to service and there was never anyone to talk to or cared. I did email complaint to Sears, have not heard back. SO DO NOT.
An absolute waste of time and money. We have been waiting for 5 weeks to have our expensive Kenmore Elite washing machine repaired after owning only 3 years. First repair technician comes out, charges $89 to say he will have to replace the part (here for a total of 10 minutes). We agree to order the part out of pocket since the washer is no longer under warranty.
Had the part overnighted (additional out of pocket) and it takes over a week to get the repair technician back out to install. He is then unable to remove a nut to remove the old part and tells us that he can't put the new part in because he's not authorized to cut the nut off for fear of damaging the drum (here for 15 minutes this time). If we can cut it off ourselves, he said he would come back out and install the new part.
My husband was able to cut if off and we scheduled another service, with the soonest date being a week later, specifically reminding them that this nut had to be cut off, and that it would have to be replaced. I was informed by customer service that they have no way of knowing which parts the repair technicians have in stock and that I cannot request that they have a certain part before they come out.
Next scheduled service date, no one showed up. We called customer service and the technician called in sick. Rescheduled for today, again, the soonest date available that was a week after the last one, no one showed up again. Called customer service again, technician will not come out because now they will have to order the nut that has been cut off. Meanwhile we have spent 5 weeks without a washing machine, and the part that needs to be replaced sitting on the floor of the laundry room.
At this point, I just want my $89 refunded and I will hire someone else to fix my washing machine rather than deal with this crappy service any longer. Additionally, I've spent 3 hours being passed back and forth between Kenmore (the brand) and LG (the manufacturer) and no one wants to take ownership of this washer because for the price of it originally, we should not even be in this position 3 years later having to fix it.
LAWTON, OKLAHOMA -- My husband and I have a Master Protection Plan for all of our Sears appliances since 1983. Recently we decided to request service for some of the appliances that we were having problems with. The A & E repairman arrived in Nov 2013 and did not fix any of the problems nor did he attempt to fix the problems. He stated that I should fix my appliances. His name was **. I told him that we were having problems with the buttons on the washer and dryer i.e. would remain depressed or stuck. He stated that I should clean it with alcohol. Then I told him that the same thing happened on the refrigerator and he stated that I should use alcohol. So I tried the alcohol.
So the refrigerator started dispensing water and would not stop so my kitchen floor was flooded. I called back so another repairman arrived a week later. Let's say his name was **. ** was unsuccessful in repairing the refrigerator and unbeknownst to my husband and I, ** closed the service log and stated that it was repaired. ** stated that the part was not the correct color and that he would check on it.
He also gave my husband his personal number to call him because he ordered a part that he thought would fix the water problem. So when the part arrived, ** did not answer his phone nor did he return messages left on his voice mail. Finally we called Sears and scheduled another service. We explained to Sears that the part that was ordered - was the wrong part according to **.
So Sears ordered a new part. Another technician came named **. ** arrived without a part. ** has no idea of the service history. So his supervisor asked him to leave our residence. Then ** came out and referred to this part as "cosmetic." After talking with Sears my husband and I were instructed to pay something for this part and we may be reimbursed for this "cosmetic" part. We never wanted a part for cosmetic purposes. I just wanted the repair to stop the defective water leak and ice dispenser leakage.
My husband and I have missed a total of 4 days of work to try to resolve this issue. And to date there is no repair. So what do we do:
1. Continue to call Sears for hours on end
2. Slip and fall and receive a fracture or worse
3. Continue on the same path.
4. Pray that Sears will maintain their end of the service agreement
Kenmore Elite (model 795.) stopped working (EeFF error code =Evaporator Fan Motor) over 2 months ago. I ordered the part through their parts online. They shipped the wrong part (took over a week to get). I called. They acknowledged they sent the wrong part and would ship the correct one immediately. Three weeks later, still no part arrived. I called again, was told the agent never shipped the part. Shipped the part again (waited another week). WRONG part again. Called and spent over 2 hours back and forth on the phone while they, kept transferring me from person to person. I gave them the EXACT PART NUMBER every time, right off the part itself. Now they say they will ship the right part, but will take another week to get here.
I asked to ship overnight at MY expense, but they refused, saying they couldn't do it. Spoke to Customer Service who told me the catalog lists the wrong part, and couldn't give me the right part number. The part they shipped today is once again the WRONG part. Then they told me the part (on a less than 5 year old fridge) is no longer available. The customer Service "Supervisor" then HUNG UP on me! DO NOT BUY ANY KENMORE ELITE PRODUCTS... It's a total waste of money! No wonder SEARS is going out of business!
OHIO -- Kenmore Elite model 74025 is 6 mos old and broke down. Called Sears repair Dec. 20 they said fan froze up. Sending parts - can't be here till Dec. 30 to fix. Stuffed as much into mini fridge as possible threw everything else out. Dec. 30 after waiting 3 hours Sears called repairman ill - can't be here till Jan 4 to fix. Sorry already took a day off I'm not available till Jan 7. Now I guess I'll wait to see if it gets fix then.
I emailed Kenmore 1 1/2 weeks ago haven't heard from them either. I spent $6,000 in all new appliances guess it wasn't enough to expect better customer service. Consumers should expect to have a more timely repair on refrigerators. If you're that backed up maybe there's a problem with your quality.
MICHIGAN -- I have purchased 2 of these dishwashers (bought one for me and one as a gift :/, bought at the same time). BOTH of them are ABSOLUTELY INFERIOR QUALITY to anything I have ever bought!! BOTH dishwashers have had wheel pins (things wheels snap on to) that have literally fallen apart twice!!! ALL the wheel pins have failed on the top and lower racks of BOTH dishwashers twice!! We have a water softener and are reasonably gentle with our appliances. Simply trash!! I will NEVER buy another KENMORE product.
I had an online chat with Sears/Kenmore, at the end I asked for an address to elevate this complaint to. They told me to contact Whirlpool for such. I called Whirlpool and they told me to contact Kenmore, because even though Whirlpool manufactures it, they make it to Sears/Kenmore's specifications!! UNBELIEVABLE!!
BERLIN, NEW HAMPSHIRE -- Bought a Sears Kenmore model 253.7031* February 2013. Three months after purchasing it the main circuit board fried and they sent us a replacement. Ten months after having the replacement the ice maker quit working. Had it fixed and here it is 11 months later, ice maker quit working again!
Called Sears to tell them it's the second time the "replacement" fridge has a problem and the first one was so defective they took it back. Since it was out of warranty (repairs are warranty covered for 90 days) and we had no extended service they want me to pay $95 for a service call, the cost of the part when he comes back plus his hourly rate! NO WAY!
THORNTON, COLORADO -- We purchased a Kenmore elite water heater from Sears 3 years ago. Everything was until it stopped working. It turned out that the Sears installer had installed it with a small leak in the supply line connection, which dripped into the heater and rusted out the tank. Kenmore charged us $75 to send someone out. He said "talk to the store", they said "call the national service line", they transferred us to another service line, they sent us to the "Water Heater Hotline". They told us there was nothing they would do. We just bought a new GE water heater from Home Depot. I understand now why Sears is going to go bankrupt.
BOWIE, MARYLAND -- We bought a Kenmore Elite bottom freezer refrigerator in July 2011. In March of 2012 the problem started. The water and ice dispenser stopped working. It works for a few days or weeks and stops. I usually find water on my kitchen floor as an indicator. Sears Repair has been to our home 8 times as of today. The tech spent 3 hours at my house last week, still not fixed.
They know that there is an electrical shortage, but they can't find it. It is not working now, they have ordered another part. Sears has REFUSED to replace the refrigerator, they just will continue to "fix" it. We do have warranty protection. I'm so tired of this. When you pay this much for a product you expect it to last longer. I will not buy another product from Sears.
PITTSFIELD, MASSACHUSETTS -- I bought a Kenmore Chest Freezer, Model # 19502 in Feb 2011. Today (July 16, 2013) I find that it was "on" but everything inside had thawed. There was no power surge, no power outage, it was plugged in, the light was still on. After turning the switch to off and back on, it didn't work so I hit the light. Magically the compressor turned back on.
So I've thrown out a freezer full of food to the tune of at least a $200. This freezer is also the subject of a rebate because it does NOT meet the energy standards that it was advertised as meeting. The result from that was a check for something like $12 that I have to reapply for each year for 3 years.