- Houston, TX
Defective Dryer Design & Poor Service From Sears=No More Kenmore For Us!
Kenmore Elite Dryer model # 796.91022900. Clothes get caught on lint filter because of design defect.
Fri: Spent over 2 1/2 hours on phone with 5 different people. Finally told there was a “Service Flash # 26-806-Clothes Catching on Lint Filter” and that the service tech would know what to do. Confirmed I wouldn’t be charged before hanging up.
Sat: Service Tech called before coming and asked what was wrong (why didn’t he know?) after I told him he said he’d have to order the parts and reschedule. Tech called back and said he was told, even though he didn’t come to see the dryer, he had to stop by to charge me $65 (he might have said $55). I told him there shouldn’t be a charge and he had Sears call me again. Now another complete explanation to another person (including an insinuation that I was lying) and the person said he would look into it and call me back on Tues, because the department he needed was closed on the weekend and he worked Tues thru Sat.
Tue: The person called as promised but couldn’t remember the details so I had to go thru everything again. He finally said that they would credit me $65 towards parts and labor after I pay for the Tech person to come out and fix the dryer. I discovered that the parts I would need would be about $55 plus the labor, which was going to be $65 just for “looking at the dryer” plus how much more??
This is a design defect that should have been fixed for free. This is from a complaint about the same issue on www.SearsPartsDirect.com from a “Sears Expert”:
>>>>>>>Fred M, August 21, 2013
Thank you for your question. I am sorry for the problem with your Kenmore 796.81022900 Elite Dryer. Clothes catching on the lint filter is a problem that has come up before……. The filter housing designe has been improved. The new and improved lint housing is part number MCK49049101.<<<<<
This problem has been discussed and reported on Sears' www.ManageMyLife.com website since at least 2/3/2011. Here's the link to one discussion which includes both my model #796 and another model #410:
I've spent over 4 hours on the phone getting different, conflicting information from different people including being told erroneously that I have to call LG (the actual dryer manufacturer). We have had many clothing items damaged and often destroyed due to the design defect. And now I'm being forced to buy the parts and fix the dryer myself because I have no idea how much the repair will cost and if I'll, in fact, be reimbursed the $65 that was mentioned on the last call. What has happened to the Kenmore name I grew up with. Take some responsibility for what you sell under your name.
Since you know there is and has been a problem and there is a Service Flash listing the problem and how to fix it, when I called, you should have just said, "Yes, we know about the issue and we'll send a repairman out to fix it at no charge". End of story!