Question

August 13, 2013 TO: Sears, Roebuck and Co Hoffman Estates, IL RE: Kenmore Top Load H.E. Washer Model # 11021302012 Serial # C13233280 I am writing this letter to inform you of my unsatisfactory experience with the purchase of your Kenmore brand of washing machines. I purchased a washer from your Sears store in Lakewood, NY in August of 2010. Approximately early August of 2011 (still under warranty) the washer quit working. I upgraded by purchasing another washer with your company. It also quit working in August of 2012. It was repaired by your company on August 8, 2012, with a new actuator. On July 15, 2013, the washer quit working, again, apparently the same problem. This obviously seems to be a problem with these washers. At the time of the August 2012 repair of the actuator, I asked the repair man how long the repair should last, his response was to junk it next time it happened. Which is what I did. Two different washers quitting within one year is not a good record. I have purchased a Frigidaire brand from a locally owned appliance store. There are only two of us in the household using the washing machine, resulting in minimal use of the washing machine. The last washer lasted at least 15 years. When I have dealt with the 800 number for repair, it took a long time to get to a live person. Then the representative gave me an appointment time between 8am and 5pm. Both of us work during the day, so I missed a day of work to get the machine repaired, at 4pm. I am not going through calling again for another repair, let alone missing a day of work. It is ridiculous to repair or replace a major appliance every year. For the past 36 years, I have always bought the Kenmore line of major appliances and Craftsman line of lawn mowers, gas grills, and hand and power tools. Going forward, I will hesitate to purchase your line of products. If you had this trouble, would you buy another Kenmore appliance?

Answers

2 answers

  1. DISSATISFIED2013,

    We apologize for the trouble you experienced with your washer. My name is David with our Sears Cares Escalation team. We would be happy to discuss this situation with you and address any other concerns you may have. If you would like to discuss this situation further, please send the following information – contact #, screen name (DISSATISFIED2013), phone # used at time of purchase to smadvisor@searshc.com. Again, we’re sorry for any trouble that was caused and we hope to talk to you soon.

    Thank you,
    David W.
    MySears Community Moderator

  2. Welcome, DISSATISFIED2013! Thanks for sharing your experience today! I am so sorry you have not only had such trouble with your washer, but also trying to get it repaired. I would like to get you in touch with SearsCares, the customer service escalation team. They will do what they can to make this right for you.

    Please check back here shortly for a response from a team member looking to assist.

    Thanks!

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