Question

I am at a loss for why a sears outlet store would sell us a Kenmore Elite Washer on Thursday that has been recalled about 5 months ago! It clearly is our model number that is recalled. Supposedly this appliance went through “tests” and was inspected before going to the outlet. I thought we were buying a scratched or dented appliance not a defective one! So now I am moved into my new house but without a washing machine for over a week until a service tech comes out. What is he going to say or do with a recalled product that shakes so bad it is ready to fall over? Unbelievable Sears!

Answers

5 answers

  1. Thanks to the sears customer service for notifying our sales person. He had a replacement washer sent over today and it seems to be working fine. This new one has a sticker to say don't wash water repellent items etc. but that was not the problem with the other washer. We tried small light loads and it shook so bad it I was afraid it would fall over. i am satisfied with the resolution.
    My last complaint would be the rude Kenmore specialist that I was patched through to on Sunday. Not patient, courteous or considerate of my situation.
    Thank you to the sears team for resolving!

      • San Jose, CA

    From the sounds of what you're describing, the Service technician will gently lean the machine backwards and check underneath the machine to make sure of the "in-shipment" drum securing pins have been removed from the washing machine.

    With the pins removed, the drum will be spring-loaded and ready for washing.

    Some model washers have a yellow plastic piece that needs to be pulled out to release the drum pins.

    Good luck with the Service call or your small DIY job.

  2. MomJ, my name is Liz and I am a member of the Sears Cares Escalations team. I saw your post and wanted to reach out to you to offer our assistance. We are very sorry to hear that you are having such a frustrating experience with your washer. We certainly can see why you are so disappointed and upset over what has occurred. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your needs are met to your satisfaction. Please send the following information – contact #, screen name (MomJ), phone # used at time of purchase to smadvisor@searshc.com. Again, we do apologize for the inconvenience and look forward to speaking with you soon. Thank you, Liz R. MySears Community Moderator

  3. That washer might be the one that was recalled for stickers to be placed on the machine and in the instruction booklet. The machine would be fine with stickers placed on the machine and in the booklet. I believe the stickers say do not wash waterproof items or some such thing.

  4. Hi MomJ,

    Thank you for posting your concerns in the MySears Community!

    Have you contacted Sears Outlet further in why a recalled item had been sold to you? Have they responded?

    Also when calling for repair of this item, did you mention that this item had been sold by the Sears Outlet with a "recall" on this specific make and model? Have they responded?

    I have reached out to our Sears Cares team to help you further with this issue. They will be able to provide further details in regards to this appliance being a "recalled" item.

    Please check back periodically for a response.

    Thank you!