Question

Why doesn’t sears stand behind its products? I have had a repair tech out 3 times and ordered 3 parts and a month later, I still don’t have a dishwasher that works! Worst customer service ever!

Answers

16 answers

  1. Still no working dishwasher. Still no call back from Brian below - as he wanted to talk to me. And most importantly NO customer service. I'm beginning to believe there is No way sears will ever resolve this issue.

    Please make sure that everyone who reads this realizes what they will be in for if the buy from sears. Worst company to resolve issues and provide customer service.

  2. jumpinjimmy,

    Hi, my name is Brian H. with the Sears Cares team. I read your posts about how much trouble you are having getting your dishwasher repaired and I have to say, putting myself in your shoes, I wouldn't blame you for being upset. Our team would like the opportunity to speak with you so we can ensure that your repair is completed properly and to your complete satisfaction. At your convenience please contact our office via email at SMAdvisor@searshc.com. In the email please provide a contact number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (jumpinjimmy) in the email so we can reference your post. Again, we’re sorry for any trouble we have caused and we hope to speak with you soon.

    Thank you,

    Brian H.
    MySears Community Moderator

    1. In response to SHC-BrianH

      Technician never showed today as communicated. Called and they didn't have me on the schedule. This just keeps getting better! Oh and you never called me either as you indicate above. I sent you the email yesterday as you requested. Thanks for your great response.

    2. In response to SHC-BrianH

      they sears will just keep putting you off till you go to another store and buy yourself a new dishwasher,

  3. Jimmy, you are right of course about the time for questions being past. As I mentioned I’m not a customer service specialist but a technician who is in the habit of asking questions to determine the problem so I can better fix the appliance. Thank you for replying with additional details. From the description of the service it would seem the tech’s who were out to service your dishwasher missed a step or two in the service routine. I don’t expect them to have a good day today. I’m am advocating our best be sent to service your dishwasher and I agree that at this point you should not have to make such a demand. I only suggested it because while they may listen to my suggestions I know they will listen to yours since you are the customer. I’m sorry for the poor service so far and I hope we can end this problem better than we begin.

  4. Jimmy, thanks for the opportunity to assist with this problem. Based upon the error code the only part replaced I agree with is the console which apparently didn't fix the problem. By definition the error code you mention is an interface error. Originally did you have problems selecting various cycles and options? The main control and wire harness sound more like guesses to me. Neither should relate to the F2E2 error code. I search history on this model and found no known issue with the pump hose coming off so I'm scratching my head over his comment. There was an issue with the door not latching consistently but that is not your problem. The wire harness is a part that is rarely needed and often only ordered as a last resort but someone who doesn't know what the problem is. My suggestion at this point is if we are given another chance to service the unit demand a "Lead Tech" be scheduled. It sounds to me like you got a new technician with limited experience. Everyone has to start someplace but at this point you need an experience tech and not one still learning. Was the original problem selecting any cycles or could you select all cycles and options but got the code anyway during the cycle? I'm sorry again for the inconvenience you have suffered. These dishwasher have been good units and pay for themselves over time by using so little water and once an experienced tech is involved I’m sure the unit will be fixed an give you years of trouble free service. Keep us posted on what’s happening .

    1. In response to SHC-FredM

      We had no issues until we received the error code. We ran the dishwasher when we went to bed and when we woke up it had not cleaned the dishes and the error code was flashing. Nothing worked other than the flashing error code.

      Looks like I'm in for more disappointment and dish pan hands.

      I should not have to ask for a qualified tech. After 3 attempts, sears should be coming to me with answers and not more guess work. I really can't understand sears process of repair or customer service. Do I have a choice on giving you another chance? What option do I really have?

  5. I can't and won't argue with anything you've said so far and I agree the service has been lacking or even nonexistent. I have serviced dishwasher for over 30 years and I can assure you the history of this call will be examined and corrections made. That said I am not a customer service specialist and have no stock answers to provide but if you are willing to provide me with a model number and the problem you're having I may be able to provide an fix for the problem or at least explain why the difficulty in repairing your dishwasher. As dishwashers uses less and less water to do the job as mandated by the government they have become more complicated but it is still not rocket science and a repair should have been made by now. I understand if you wish nothing more to do with us but please give me a chance to help you get a working dishwasher.

    1. In response to SHC-FredM

      Stock no 13963K
      Type No 586-1
      Mod 665.13963K015
      Ser F21316064

      Error Code F2E2

      Replaced touch control panel on first visit
      Replaced electronic control box within door on second visit

      ordered pump and wire harness on third visit and waiting for parts and service tech to come back again.

      last tech claimed there is a known issue with a pump hose that comes off. This causes a lack of pressure which sends the error code. Supposedly the pump and hose connection has been redesigned with less lubricant so the hose does not slide off.

      That is all I can tell you other than I've lost time and money dealing with this issue and been inconvenienced after buying a kenmore elite (whirlpool) product. sears has no way to resolve it other than keep sending people out and ordering more parts. oh and keep waiting.

  6. Hi jumpinjimmy,

    I am sorry if I have offended you in any way by my response in using "frustration" when trying to help in the best way I can. It was not my intention to upset you further. From past experience I too had an appliance issue and had gone through something similar to yours. It was not a script, but an honest emotion that could relate.

    Thank you for providing additional information it is greatly appreciated. This new information has been escalated to our Sears Appliance Experts so please check back later today for a response.

    Thank you!

    1. In response to SHC-WendyFD-2

      Thanks for yet another 'wait and see' approach. Nice proactive approach to customer service.

  7. Hi jumpinjimmy!

    We are happy to have you with us in the MySears Community and we will try to help you in any way that we can in resolving this issue with your dishwasher.

    Do you know the make and model number of your dishwasher? Has the parts already been replaced or are they still on order? If they have been replaced did they resolve any of the originally issues?

    I know how frustrating this can be, especially having been serviced 3 times and still not operating. But my hopes are that we can help ease your frustration as much as we can.

    Please provide a little bit more details so we can provide you with the best possible service.

    Thank you;)

    1. In response to SHC-WendyFD-2

      Quite honestly, I'm tired of having to explain it. Here is the case number 1243456. All three visits were to try and fix the same problem. The first service tech came on Jan 10th after waiting a week for an available service time. He did nothing but reset the breaker and was at my house less than 15 mins. The part he ordered came in two days but I could not get a better service date than the 23rd. This part didn't fix it so they ordered another one. I go them to do an emergency shipment that took a week to arrive - I'm really glad they helped out. Your blue ribbon crew is top notch - that is sarcasm in case you are wondering. When this arrived they could not better my service date so I waited for the 31st. Guess what it didn't work. So they ordered parts again and now I have to wait until Feb 5th to "wait and see" if this fixes it. Kenneth in your blue crew was absolutely useless in trying to resolve this case. His advise was the "wait and see". I have lost three days of work for a tech to come and do nothing. Kenneth was also happy to point if I had bought the protection plan he could replace it but because it was just a warranty he couldn't help. What's even worse is that that last tech made a call to somewhere and they said this was a known problem with my model. You would have thought the first guy would have been able to get that info before he just ordered a part. A smart company would have seen the history on this and overnighted the parts on the 31st and had a tech back out here on the 1st instead of again making wait until a week later.

      All I know is I would have been fired for providing this kind of service to my clients. I have been lied to and disrespected through this whole process. If I have to have one more person say "I know how frustrating this can be" I will get even more upset than I am now. Stop scripting your response and trying to provide active listening skills and just do your job and provide me with a machine that works.

      Rest assured I will be letting everyone that I can know how terrible sears customer service is. Don't buy Kenmore. You can buy the same product from the company that actually manufacturers it from a store that actually provides customer service. You have lost a customer for life but that probably won't be for long seeing sears is in financial trouble anyways. I'll just keep waiting and trying to let you guys fumble through customer service.

    2. In response to SHC-WendyFD-2

      Would really like to know how this ended up as it sounds exactly like my experience. Today the F2E2 error has shut it down for the third time. Replaced electronic controls first time, then I had to pay for a tech to repair it a second time, and here we are again.

      I have spent hours dealing with this and the process is so grueling it is unbelievable. Thinking my best next step is to remove the unit myself and driving to the Sears store nearby, putting it by the main entrance and make a big sign saying the Kenmore Elite products are garbage and the service horrible.

      I should add we bought a $1500 stainless steel grill three years ago from the Sear's company Great Indoors. In less than two years, the "stainless steel" grates started cracking, splitting and eventually falling apart. Took them into the store after service told me $400 to replace them! Manager said there was nothing they could do. My research found they were likely using low grade "steel" from China - absolute trash.

      Bad products & Bad service.......
      Outcome is easy to predict - bankrupt in 5 years max.

    3. In response to SHC-WendyFD-2

      Hi MODea12 and Welcome to the MySears Community!

      We appreciate your sharing your feedback with us in regards to the repairs and customer service you have been experiencing with your Kenmore appliance.

      Your concerns are important to us and we would like to help by having our Sears Cares team contact you personally on these issues.

      Once a response has posted, we will be reaching out via email providing a link back for contact.

      Thank you!

    4. In response to SHC-WendyFD-2

      Dear MODea12,

      Thank you for bringing these service problems you’re having to our attention. We want to provide top quality products for all of our members and can see that your dissatisfied with the failure of more than one appliance. At this time we would like to speak with you directly to address these matters. Please send the following information – the name and phone # used at time of purchase, as well as the screen name to reference your post (MODea12), to smadvisor@searshc.com. We look forward to speaking with you soon.

      Thank you,

      Isaac D.
      MySears Community Moderator.

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