Complain about a product or service

Kenmore Washers

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?

Bernard of Monroe, NC October 15, 2009

I had for less than 6 years a Kenmore front load washer model # 417.43042200 that started to make a loud noise when on spin cycle. I took it apart and found that the shaft holding the tub was broken due to corrosion. Apparently the aluminum brackets which are part of the drum were totally corroded by the soap or softener. ( We use only well known brand of detergent and softener).

I called Sears because the tub as a lifetime warranty but was told that they have to send a technician to do the repair to get the part for free. According to the web it is a major repair that takes over 4 hours and they recommend to change several other parts. I estimated that the repair cost will be much higher if I use the warranty than if I do it myself. Consequently I ordered a new drum assembly from Sears (which was quite cheaper than other “discount” places) for a total cost of 339.00.

I cleaned all the other assemblies and reassembled the washer that seems to work very well. I am very concern about the corrosion of the drum brackets because I have another of these washer and expect the same problem. By the way the drum assembly I got from Electrolux is exactly the same design as the original one.

I poured epoxy in all the holes near the hub to prevent corrosion like on the original bracket and hope it will last longer but I still think that there is a manufacturing default. I took several pictures and if someone is interested he/she can email me at bvmorand@gmail.com with a subject line: Drum assembly

patricia of los altos, CA September 24, 2009

We bought a Kenmore Elite HE4T front loading washer less than 4 years ago for 1500. Ouch. I did something I normally don't do which is buy a two year additional warranty. Thank goodness. Even though it is supposed to be quiet, it is not at all. The whole house shakes when it is on any spin cycle higher than low. Service said this is normal. In less than 2 years I started getting the dreaded F14, and or dL or some other message accommpanied by the loud beep beep. I was told to unplug it and replug it...not at all easy since the plug is behind the washer. I did this so many times I hurt my back (and no, I work out and don't...well didn't...have back problems). Usually this would work, but eventually I had to call them again.

Luckily my two year service was still in effect. The guy came out, was very professional, fixed it and it was fine for several months. Then it started again. Was told it MIGHT be do to the shaking...I should secure the washer better...really, how?? Well I could have someone come out for 75 and check it out. I passed. A few plugs and unplugs and it started working again. A few months later, I noticed water under my washer. Called service and 75 later they could find no problem, but no more water was coming out so it must be fine. Two weeks ago,the dreaded beeping started again. Tried same thing, but this time no luck. Finally gave in and called Sears. A week later (today) he shows up only to tell me, like I've heard from others, that I should have had the extended warranty (several hundred more dollars on an already expensive machine that is supposed to last???).

Not surprisingly (anymore), now that I am our of warranty, my motherboard is now not working and not fixable. I can either get a new one, for 300 plus 150 (min) for installation, or I can get a rebuilt motherboard (sure I feel really good about getting a rebuilt one when the new ones aren't working right) for 155 and 150 for labor. And it will be 10 days to two weeks. But my favorite part...I have to decide NOW, or I will have to start the whole process again. And no I can't talk to his manager....managers aren't allowed to talk to "clients". and yes, I can talk to my husband but I have to do it at that moment, because my service call is over. At that point, I don't ever want to deal with this company again. I don't trust their product and I don't want to throw any more money into this money pit. Expensive lesson learned.

kelly of rochester, MI September 17, 2009

kenmore washing machine purchased in 2005. already have had electrical panel replaced (at my expense). rust on outside on washer. cracked face drawer. mold inside drawer. kenmore offered 100 off new product.

Cynthia of Kitchener, ON September 17, 2009

Purchased a Kenmore Front Loader in June 2003. We have a second floor laundry room and the machine caused our entire house to shake. The service man advised us that "that's just how front loaders are". This week - Sept 14, 2009, I noticed our washer left brown gunk on my 1/2 load of sheets. It was mold. I cleaned the gasket and ran another rinse. Thereafter, the machine started to shake violently. I have run 2 more wash cycles and the machine has been rendered completely useless. We've had the machine for 6.25 years and there are only 2 adults in our household. The product warranty is expired and there seem to be a significant number of similar complaints. A washer should have an expected shelf-life of more than 6 years - as we payed 1000 for it in 2003! No company should be allowed to abuse consumers in this way.

Kaye of Louisville, KY September 15, 2009

Purchased Kenmore top-laod washer in 2007. After several electronic board repairs, still doesn't work! The only thing the Sears agent can offer to us in the way of repair is a new service agreement for 240. What a joke--you've got to be kidding me.

Kerri of Cypress, TX September 12, 2009

My 2 year old Kenmore washing machine's motor seized. Called Sears for repair since that's where I bought it. Sears ordered the new motor (from Whirlpool). The part arrived 2 days late and was also defective. It too, was seized. Called Whirlpool customer service who was absolutely no help. Told me since it was Sears repair order..nothing he could do. Just another way of passing off shoddy parts and repairs.

Debora of Easton, PA September 5, 2009

Bought the Kenmore Oasis washer in 2006. In 2008 had to have the mother board replaced. They offered me a warranty extrension that helped. It is now less than a year later and the board has gone again. They have mentioned buying another extension. This shas become one costly washer. I bought the best at the time so that I would NOT have problem or have to replace often. WHat a BIG mistake! This machine nees to be recalled!!

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