Complain about a product or service

Kenmore Washers

Donna of Jackson, NJ December 31, 2009

I also bought a Kenmore Front Loader. Model number 417.44052400, along with the matching dryer. Dryer died on me this year and I spent about 450 to fix it. Not 4 months later, my washer no longer working. Doesn't spin. Needs new board (same thing that was wrong with the dryer). I started looking up the various issues and learned that the spider wheel is made of a faulty alloy, so even if I spend the 400. fixing the washer, I will be looking forward to spending another 220, plus labor, replacing the spider wheel and drum in another year or two. Then, there is a guy on the internet who posted a video of his Kenmore Front Loader with the same issues and when he took the drums apart, there were three screws sticking out of the metal drum, scoring the wall of the outer drum, which is what causes the washer to leak. My washer is on the second floor. We have a pan under the washer, but this would be a nightmare if our washer leaked.

Also, the shaking is so bad, we've had to repair the sheetrock. The salesperson was aware that this was on a second floor. This is a product that should not be on the second floor of a stick built house. As for the dryer, it also melts fleece and synthetics, so anything made with these fabrics have to be hung to dry. I used to be a diehard Kenmore appliance person, but I have purchased three different major Kenmore appliances in the past 4 1/2 years and I will NEVER buy another one. They are high-priced junk! I think there should be a class action suit against Sears for knowingly making faulty products. Purchased a Samsung yesterday, but not from Sears.

Cathy of Pepperell, MA December 24, 2009

I am writing to you today to document the sequence of events regarding the repair of my Kenmore front load washing machine purchased from Sears on August 2, 2006 at the Sears store in Nashua, New Hampshire.

On 12/10/09 I called Sears to request a Service Tech appointment to repair the above mentioned washing machine, which had gone dead and locked the door after pressing the start button and hearing a popping noise. The man that took my call asked me to check the breakers and the plug and to hold down the start button for over 60 seconds, after none of that worked he told me that a Service Technician would be here on the 14th between 8am and 5 pm.

On Monday at 4 pm the technician called and told my son that he would be here at 5 pm. At 5 when he arrived my husband showed him the washing machine. The technician examined the machine and opened the door, he said it most likely need at control board but he couldn't order one with out a model and serial number which were not on the inside of the door like they were suppose to be. He asked my husband to find the purchase information, and when he brought the Sears files from 2006, 2007, 2008 and 2009 the two of them looked through every piece of paper to find something referencing the model and serial numbers.

In our possession is everything from the original receipts, all charge card statements, the device manuals (for models 110.4586*, 4587*) and several miscellaneous pieces of correspondence, but nothing containing a specific model and serial number. The technician said the this was not the first time a piece of equipment had left the factory without this information and what would most likely happen, was that a credit would be issued for the MPA and a replacement washer would be forthcoming. When I got home my husband told me what had transpired and that I would have call the Service Department on Tuesday morning.

On Tuesday I called the Service Department and spoke with John who couldn't have been more pleasant, he read me the information that Sears had on file, that in 2006 and 2007 Sears had been out and worked on this machine, once for a door jam and the second time to perform scheduled maintenance. John told me that he worked in "service contracts" and while I was on hold he had been on the phone with Nancy from the"warranty department". He said both of them had looked at the notes on file from yesterday. He did't understand how the service department had been here twice and not recorded the serial number.

He also explained that all parts are ordered via the serial number. John then gave me the number for customer solutions 1-800- would be the department that would order a replacement (which would be a lengthy process) or I could call Kenmore 1-800- and they could send out a replacement sticker with the model and serial number, which would only take a few days.

On Wednesday morning I called Kenmore hoping for a speedy solution since the laundry is piling up. I spoke with Sheldon who told me that "I do have case but he wasn't the person that could help". He told me my service number was 7670 and that he would put me on hold while he found someone that could resolve this issue. The next person I talked to was Audrey of service contracts, who wanted to cancel my MPA and send me a check for the contract that was "never serviceable".

Audrey's tone was very unkind and when I explained that "I had paid full price for both the washing machine and the dryer and two service agreements, and that I did so in good faith--meaning that when they needed servicing that the services would be rendered and that I wouldn't be left with a broken unit in my home that is full of laundry that I can't be gotten out and a machine that I have to get out of my home and taken somewhere for disposal, after all my first Kenmore top loading washer lived to be 22 years old, this machine is only 3 years old "it should be repaired".

Audrey then thought I should have a conversation with Danielle at 1-800- who also worked in customer solutions. After going around and around with Danielle she said her job is "just to service billing disputes, schedule services or replace an item that qualifies and mine did not qualify", she gave me 3 numbers because "Kenmore would have to resolve this. She said the best number to call was the 1-888-.

At that number I reached Jessie who works in the repair part of the contracts department. After going round and round with her she had me call Alicia in service contracts because this was "clearly a service contracts problem". I got a hold of Alicia at 1-800- after telling her the whole story she said that since the service department had been out to service the machine in 2006 and 2007 that they would have to come again and try to fix it or find another number on it. She told me to call Jim the service manager at 1-603-, but he was at lunch I would have to call him in 45 minutes. When I did get a hold of Jim he told me that decisions had already been made above and around him and that everything was well documented and no one would be coming to work on this machine or get the clothes out.

He also mentioned that if someone came out now and there would be liability issues regarding the clothes. I lost it a little at this point, because now I have spent the day on the phone or on hold and nothing is resolved. So at this point I called the main service number and listened to the options.

When I heard the option for "the no lemon guarantee" I pressed that option and got Latoya on the phone. Latoya said that she was prepared to send me a check for 309.99 and when I said that my first charge card statement showed that the MPA for the two machines was more than that, she then got really snippy and gave me the following breakdown; washer 999.88, service agreement for washer 309.99, the dryer 939.99 and the service agreement for the dryer was 269.99 for a total spent of 2519.96 however my first statement listed the total spent and on my charge card to be 2,749.85.

It must be the pedestals that were ordered with the washer and the dryer. My statement has some crazy numbers on it starting with Protection Agreement..2809.85, then credits for cancelled appliances and then another Protection Agreement...1,149.98, attached is a copy of this statement. I am assuming that the reason these prices that don't match anything on record is because of the Sears Home Promotion that you ran from 7/30 to 8/5/06 which is when we bought the washer and dryer and MPAs.

All I really want is my washing machine fixed. If [Sears] can't fix it (which seems ridiculous since it most likely can be fixed) and you have a lemon clause then why not apply your lemon clause, since clearly in three visits the serial number isn't going to suddenly appear there. It is just so the wrong thing to have one more dead washing machine rotting on the planet when that doesn't need to be the case. I have not requested the cancellation of the MPA and a check for the 309.99, hoping the receipt of this letter may prompt some action and that not all hope for Sears is lost.

Alicia of Philadelphia, PA December 11, 2009

Kenmore front load washer, leaking from bottom and getting service is a real problem even though I purchased the extended service warranty. December, 2008 I had the same problem, with the first technician claiming its not possible for that to be happening I then continued to complain and technician #2 came and was there less than 10 minutes and fixed the problem.

December 2009, the same problem and getting service is a joke. Technician was scheduled for Thursday, December 10, 2009, no call no show, called December 11th and was told I needed to reschedule. I missed a day of work waiting for service and now they want me to reschedule and miss another day. When I asked for a manager's name, everyone is mum.

I need my washer, I may need to go to an outside vendor to service my appliance even though I paid Sears for the extended warranty.

Joanne of Richland, MI November 30, 2009

I have the Sears Kenmore He5T washer and it may get the dirt out of clothes but there is not enough water to get the smell out of clothes. Especially pee smell in sheets. Is this a front loader thing with the water saver or what. I usually wash smelly clothes twice at least. So am I really saving water?

Jan of St. Helena, CA November 28, 2009

I bought a Kenmore HE2plus wash machine in Feb.2008 for around 800.00. Yesterday, a Sear's repairman came to fix the washer. The repair bill was 859.52. Of course I told him to forget it. He wrote on the receipt, "balance block broke off the tub and broke the shocks." The tub is lying on the ground. It needs a new tub, shocks etc.

Sears will do absolutely nothing because the warranty is up.To me this is a defective wash machine that is not even two years old. I have not been able to contact Kenmore at all. All websites take me back to Sears. I spent three hours on the phone talking to Sears with no resolution at all. I am a single person that lives alone so the machine was not getting over used.

Doesn't a manufacturer have any responsiblity for the products they sell even if the warranty is up? To me, this is like the engine falling out of your car. I really need help with this situation. Kenmore Washer model-110.47512603 Series-HLW0565838 Type-832. I wrote a letter to Sears Home Office as well as contacting the local TV station that trys to help consumers in these types of situations.

Ronda of Walton, NY November 25, 2009

I purchased a Kenmore Washer 3.5 Super Capacity on 9/9/05 from Sears model #41744052400. Problems ever since. I purchased the matching electric dryer as well. First the washer had to go back the first time used. Must have been dropped in the warehouse - broken drum brackets. Then the dryer never shut off and became red hot along with my wall and floor - bad sensor. Very luck I checked when I did or it could have been a very different outcome.

Most covered under warranty (ie. broken drum bracket, door lock on washer, door adjustment) Now that the warranty has expired the mold build up is awful and the main control panel went bad. This will cost half of what I paid for the washer to repair. Very dissappointed in the products. Would hope a 1500.00 investment would last longer than 4 years. Would not recommend this product.

I am currently looking to go back to the top load washer and get away from all the bells and whistles. I just want clean clothes that get spun out without a mold smell and black lines left on my light color clothing. Loss of hard earned money during hard money earning times.

susan of stafford springs, CT November 11, 2009

I purchased a new energy efficient washing machine in 9/06. It is now broken and will cost too much to repair than replace. A 700 highley rated washing machine should not end up in the landfill in 3 years in a time when recycle and go green is a concern on everyones mind. My last washer was 15+ yrs old when it quit. Some one needs to get on these companies for selling expensive gargage that do nothing but contribute to our growing problem with landfills.

Nancy of Cleveland, MN October 23, 2009

Purchased Kenmore Elite He3 front loading washer on 8/16/2003.Model # 110 42822 201 . Purchased additional 3 yr. warrenty. Then another 1 yr. extended warrenty. On 8/24/2009 the washer still under extened warrenty flooded our office and damaged the floor.Water was leaking from the inside down the washer.

Also the drain and spin light came on with the display of 0.11 showing. It locked the door and I had to hold button down to get it unlocked and then the only way to restart the machine or get it to finish was restart it from the beginning . Having to mop up and redo loads is not an easy task for myself being in a wheelchair after having 116 surgeries.

Called repair out and they never showed the first time then rescheduled and finally showed. The first repair man said it was an easy fix. Said that the rubber gasket on the inside had folded up - said it was black in color and that the washer has 2 gaskets ( one on the inside and one on the outside. That the one on the inside had folded up and got caught somehow but he fixed it by pulling it out and straightened it. Now it shouldn't leak and all is repaired. He said he checked it all over and tried it and all is set to go.

As he was leaving the yard I put a load of laundry in and it rumbled and vibrated, squeeked and groaned so bad. I called the 800 number again and they said the guy was way out of our srvice area for the day and would need to wait till next week. I informed them that I had waited this second day and was not going to waste much more time but needed the washer fixed by the next day. Finally after a lot of word exchanging they called me back and said that they would have a guy out the next day - 08/25/2009.

The repair man shows up and I explained to him what was hapening and what the other repair man had said he did. He laughed and said that there are not 2 different gaskets in that front of the washer. He didn't know what black gasket the other guy would have pulled out and straightened. He then showed me what gasket there was. He checked it out and just by the noise, etc. he knew that it was a water pump gone bad. He replaced the pump and all worked great until Sept. 25th-2009 when the drain and spin light came on again with the display of 0.11 showing. It locked the door and I had to restart the entire wash over again.

Then on Oct. 19-2009 The washer stopped with the display 0.11 and drain and spin light on again. After opening the washer I found the clothes were very wet . So I pushed the drain and spin cycle but it would not work and then again I had to start cycle from the beginning. Called the 800 number again and the repair man came out and checked it. He said he could not get the washer to act up. But he was pretty sure which of the 3 mother boards it was that was causing the problem. But he had to call the main corp. office in Texas and get their permission to order a new one.

Well he called and they told him they would not aprove to have a board ordered because they weren't sure that was the problem. That we would have to wait and have it do it again or go out several times more before they would even think about repairing it. The repairman did not agree with them but he said his hands were tied. He only works for them and can't go over their heads. He was sorry. And that I needed to call sears each and every time it acted up and after a while they will get tired of sending repairmen out and maybe do somerthing about it.

I told him I only had a yr. left on the new extended warrenty and asked him what if they keep stalling and don't fix it and it goes out right after the warrenty ? He said that we would then have to buy a new washer. He said he doesn't agree with the way they are doing it now but he can't do anything about it.

The washer also has a very musty odor to it. I have to leave the door open. I wipe the gasket off after every load but the smell is still there. This is not a good thing for me as I have asthma and severe allergies. And with this mold smell, etc. My asthma and allergies then act up even worse. Then it costs me more in medication to combat the medical issue. That is something I should not have to do or put up with. How can a company get away with problems they know are there and not have to do anything about them. Also why are they still selling these machines if they are not fixing the problems?

All we want is our washer fixed and if it can't be fixed then replace it with one of equal value and the same type of qualities of a new working one. Washer- still acts up. Have to do loads entirely over. Hard to do when you are disabled. Using more water, electicity then we normally would have to. Also never heard from the tool lawsuit. Another problem we had with Sears: We had filed a class action law suit a while back on tools that were bought there that they stated were made in USA and when we looked at them and found out that they were labeled made in China, etc. We filed and spent many hours on the phone, sending copies and pictures of things on the tools to them. Only to receive notice that we would be included in the law suit and received a very large pile of papers from the lawyers,etc. But never received notification when we would be getting a settlement . Everytime I called the toll free number for the claim they said someone would get back with me. Evidently the lawers ate up all the money and up consumers never receive anything. We have never heard back from them. David & Nancy Freid 26010 Scotch Lake RD Cleveland,Mn 56017

Dale of Richmond, VA October 21, 2009

From the first day I received it the dryer worked sporadically. A repairman looked at it and said it had the proper heat. The store replaced the original dryer with the same model. The same thing happened. I have had it now for 5 years because there has been only two of us. Sometimes it would take an hour at top heat to dry some clothes.Now that a family has moved in with us I got a dryer from another store nad replaced the old one. I am shocked that Sears has made a defective appliance. They have always been the best. I just want someone to know my disappointment and will check out this model and change it.It's model # 8519504 Kenmore Elite. Thanks for listening to me. Usually a more than satisfided customer.

Larry of Fresno, CA October 15, 2009

Purchased from Sears a Kenmore Elite CALYPSO washer in Aug. 8 2002. Since that time it has been repaired seven (7) times. Feb. 5, 2004: It stopped working, at that time Sears replaced the motor control board. Aug. 8, 2005: Had error codes and was putting stains on clothes. Replaced ETC board and the wash plate. Feb. 10, 2006: More clothes stains. Replaced control board and u-joint assembly. Jun. 14, 2007: Making unusual noises and still have stains. Replaced u-joint assembly again. Aug. 8, 2008: Grease still getting on clothes. Couldn't find anything wrong with machine so Tech. cleaned tub and dispensers. Sept. 24, 2009: Leaking water onto floor and LD error code on display panel. Replaced pump. Oct. 1, 2009: Leaking water onto floor with the same error code of LD. Tech. took pump apart and cleaned lint out of impellers. Was informed by Tech. to stop washing rugs of any kind, rug washing is a problem, however instructions on lid explain which settings to use when washing rugs. Oct. 15, 2009: Called service for error code LD again. Rep. informed the Tech. will decide if this problem falls within the warranty. Apparently last Tech. didn't clean all the lint from pump and washer during last repair. How many times must I take vacation time to get this product repaired?

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