Question

We purchased a Kenmore dishwasher (consumer reports rated #1) 6/2/13. It was delivered & put in place 6/21 but damaged a gasket which they replaced 2 weeks later. In neither visit did the installer attempt to level the unit as described in the install instructions. They clearly DID NOT KNOW HOW TO LEVEL THE UNIT AT ALL. Totally ignorant of what to do. At the last visit, the DW was falling out of the cabinet at the top and pushed in at the bottom such that the top shelf flew out when opening the door. It takes 2 people to load the DW now. We’ve spent hours on the phone with Sears–the national installion dept., “customer solutions @ 800-479-5899, asst. store manager Michele Huffman (Sears Cottonwood, Albuquerque) and on and on. Each contact has said they’ve scheduled the installer (requesting a different person) to come out and install the DW & finish the job. In no instance did anyone from Sears or the installer call to set up an appointment to come out. ALL OR SOME OF THEM HAVE LIED TO US REPEATEDLY. I will never buy another appliance at Sears even if it’s rated best in the WORLD because Sears does NOT have any interest in the installation of its appliances, only making a quick sale. They told us a) after 72 hours, it’s ours (!) and our problem to deal with the installer. Then they told us we had 30 days to return it for a replacement. But if we did that, it would have to be “installed” again. I think they are gambling on us tiring of this mess and getting our own installer to finish the job. Please, everyone out there, do not get anything from Sears that requires installation in your home. This scam should be exposed on 60 minutes.

Answers

2 answers

  1. Hi sodajerk2,

    I am sorry to hear that you have been treated in this manner and still no installation of your appliance.

    We would like to help in making this right for you by having one of our SearsCares Team members take care of this situation for you. They will be able to provide you with one specific case manager to speak with in helping to get your installation competed.

    If you can please check back to this thread periodically, one of our SearsCares team members will be responding soon. Once they respond they will be requesting additional information so that they can look into this further for you and making it right.

    Thank you!

    1. In response to SHC-WendyFD-2

      Dear sodajerk2,

      My name is Susan and I am a member of the Sears Social Media Support Escalations Team. We understand how disappointed you may feel with our installation team and the level of customer service you have received regarding your dishwasher installation. We do our best to make every interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to make things right. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the dishwasher is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (sodajerk2) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused you and your family and we look forward to speaking with you soon.

      Thank you,

      Susan R.
      MySears Community Moderator