Tag Archives: Customer Service

Not sure where to even begin but have to get this out because so many others are experiencing similar issues.  If you just take a look at the Sears Facebook Page you will see post after post about the same issues.  Long story short I was without the use of my dryer which I had a master maintenance agreement on for nearly 8 weeks.  When we called to set up service we were given a date so far out and told that if a cancellation happened it could be sooner.  It was not sooner and the parts that were supposed to be delivered to NY to fix the washer ended up in NH, but that was not the best part, the technician called in sick and they had no replacements.

After waiting all that time with no dryer in an Arctic blast, where you could not even think to hang clothes up outside, I was at the end of my rope.  When I called customer service the girl on the line could not even find the part order at which time I asked for a supervisor who was rude and would not give me her number, told me there was no one above her in the Phoenix office and basically told me Tough Luck!

I wrote on the Facebook Page and emailed and the next day got two very helpful people who wanted to make things right, they offered to let me get a new dryer because of everything and the time that would be needed to get new parts and a tech.  Sounds great right?  That is what I thought except that they could not send the components needed for the new dryer until a week after it was delivered and that since I had a front loading Kenmore Elite washer I needed to get the dryer to go on top that would fit.

The day it was delivered and set up which included moving of both units and securing them etc, I thought we were through the woods.  However my happy feeling was crushed when doing a load of laundry in my washer after the installation of the stackable units, I had my 6-year-old tell me there was water all over.  I found 2 inches of water all over my laundry room and running like a river down 2 adjoining hallways.  I grabbed a carpet cleaner to suck up the water and later found that something had been done to the machine that either broke the spider arm or the support and that was 3/4 of the price of the washer.  Now I had a no washer, a dryer I never would have bought because I would have purchased a different unit had I not had to make it stack with my washer and no end in sight to this fiasco.

Called Sears and put through the runaround with having to call their claims company then being called by the case manager and told since I did they could not do anything until that was investigated but did offer me 10% off the purchase of a new unit that I only need to purchase thanks to their man handling of my perfectly working washer.  Oh they upped it to 20% but then never sent the code and I was told if I purchased a new washer, I can kiss goodbye the fact that I will be reimbursed for the damage even when proven.  I was told to stay without a washer even though we live in a rural area and do not have the convenience of running to a laundromat for washing the now piles of clothing that are sitting.

So to anyone dealing with Sears, I truly feel for you and wish to be an advocate not only for myself but for all the others on that page who are going through similar situations.  It is a shame that the company treats its consumers like this.

Today I found out that the washer I have is involved in class-action lawsuits over alleged defects in various front-loading washing machines that may have allowed for mold to build up.  A Chicago-based appeals court said a class action would be the most efficient way to resolve the dispute.

“There is a single, central, common issue of liability: whether the Sears washing machine is defective,” Judge Richard Posner wrote for the appeals court. The Sears case also involves claims that many of the washers had a defective control unit that caused the machines to shut down. At least eight sellers or manufacturers of front-loading washers have been sued. Together, the lawsuits involve tens of millions of consumers and virtually every front-loading machine sold for more than a decade, according to Sears. The Sears case is Sears, Roebuck and Co. v. Butler, 13-430. The Whirlpool case is Whirlpool v. Glazer, 13-431. The Bosch case is BSM Home Appliances v. Cobb, 13-138.

Update–4/9  Well, heard nothing and could not get through to claims except voice mail which never results in a returned call.  The lovely customer service team also erased my concerns from their Facebook page thinking if they were deleted the issue would go away.  I am through with Sears, they have non-existent customer service, they don’t care about their customers or stand behind their products.  I just bought a new washer and it is not a Kenmore Elite, it is not a Kenmore anything and it best of all was not purchased from Sears!  Is it any wonder Sears is on the verge of closing its doors forever when it treats customers like this?