Question

Our washer continues to give us problems. Please assist (see below).

We just had our 4th visit from a sub-contracted tech per our existing master protection agreement. Our washer has had multiple issues since we got it including, most recently, water pouring out of the area where you put detergent – and previously and still occurring, clothes getting stuck and often ripped in the rubber bellow during washes. Today’s issue was “fixed” by removing a sock from under the drum. Why are clothes going beneath the drum to begin with? Sock ruined.
We had 3 prior appointments for the bellow issue and also re-addressed it today since it’s still occurring. During visit 3, the glass in the door and the bellow were completely replaced. We were told the glass piece was the issue and that should fix it. It did not. We are still having clothing get caught in the bellow almost every wash. Sometimes the clothes are salvageable but occasionally they are torn beyond wear. We’ve lost hundreds of dollars worth of clothing, including some items that are irreplaceable and had sentimental value (clothing from vacations, etc.). The mess made by the waterfall coming out of the area that you put in soap made a mess in our laundry room and ruined some items we had on the floor in there. We are completely unsatisfied with this washer. We’ve had many top load washers in the past and never had issues with them. This is our 1st front load washer and it’s problem after problem.

On a separate note, the company that deals with the home protection agreement is completely incompetent. They all seem very friendly when you first speak to them but when it comes to getting something done, it’s rarely correct. Our techs have been late almost every time. 2 visits they were unprepared. Today, when we called them because they were running late, the person who answered the phone insisted our appointment was from 8-5 today. Our appointment was from 8-12 and we told her we had the confirmation email and calls to verify it.

We are very frustrated. This washer is absolutely not performing up to par for a product that we paid good money for. Please let us know how you can assist. Thank you.

Answers

3 answers

  1. Dear amyandharold,

    We are very sorry to hear of the difficulties that you are currently experiencing with your washer and our service. We certainly understand the concern that is being expressed. We would like to look further into the process that has taken place this far as well as help minimize any frustrations moving forward. Please send the following information – contact #, screen name (amyandharold), phone # used at time of purchase to smadvisor@searshc.com and we will be more than happy to assist you.

    Thank you,
    Misty H.
    MySears Community Moderator

    1. In response to SHC-MistyH

      I've just sent the email with the requested information. Please reply asap so that we can rectify this. Thank you.

  2. Hi there, amyandharold! Welcome to MySears! I am so sorry to hear you are having such troubles with that washer. We can get you in touch with the SearsCares team who will do what they can to help.

    Check back here in a bit for a response from a team member. They will reach out right here on this thread looking to assist in getting the continued problems you are having with your washer resolved.

    Thanks!

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