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Susan of Simi Valley CA (07/20/08)
I purchased an Oasis Washer and Dryer and a GE Profile dishwasher on December 2,2006. The Oasis washer stopped working the begining of July 2008. 19 months after it was purchased. A call to the service center was answered by a woman who said that the Oasis washer was having problems with the control board. It was not a recall but considered an upgrade. She ordered the part and set up a service call for July 14th. The service tech installed the new board but that did not fix the problem. The tech realized that the problem is with the top control panel sensors and the whole top section of the washer would have to be replaced. We were charged $158 for a service call and a new top panel for the washer was ordered at an additional cost of $226.65.
When the tech returns on Juy 25th to replace the top portion of the washer, we are going to insist that the old part be left so that we can see if it can be repaired in case this happens again. After all we did pay for it! The control board that was replaced by the tech was removed and the old board returned to our washer even though Sears has said that the board has been a problem in the Oasis. We will have to call and complain to the Service Department if it fails in the future. One of the reasons that this situation is so annoying, is that we are having problems with the GE Profile dishwasher that was purchased on the same day and with a Kenmore Elite Refrigerator purchased on 1/7/05.
The GE dishwasher was state of the art and has an automatic dispenser system for using liquid dishwashing soap on the inside of the door. A Phosphate based liquid soap was used for several months. When the soap was almost used up in the automatic system, a liquid soap was used that had a bleach base. Both liquids were manufacture by the same company but nowhere on the dishwasher did it say not to use both of these products together. As a result of using the bleach based product without cleaning the other soap out of the system, a chemical reaction occurred and has caused damage to the dispensing system.
Sears said the only remedy for this problem was to pay for a service tech to come out and clean the entire system at our cost. I feel that there should have been some sort of red flag or a warning on the machine to let the consumer know of the potential problem. I have noticed that GE now has a new cover for the soap dispenser that identifies this problem and warns the consumer not to mix product. I am stuck with a highend dishwasher that I can not use all of it's selling features. This was very disappointing that Sears would not listen to my complaints in person at the store nor over the phone.
Our newest refrigerator is in our kitchen and has an in the door water dispensor and a top freezer. It continually leaks water from the front bottom area on the right hand side. The fan assembly in the freezer has made horrible noises for the past two years and I have tried many ways to stop it from vibrating to keep the noise level down. The freezer needs to be defrosted once or twice a week which is very annoying and I can't keep very much food in the freezer so the fan assembly in the back is not blocked. Of all my recent appliance problems with Sears, this is the most frustrating.
Sears has lost our business. We cannot keep purchasing inferior product that they do not stand behind.
Theresa of Ridgefield CT (07/18/08)
I have been trying to get my washer repaired for one month. The first service guy said I needed a new board and a new dispenser. The next serviceman (two - both David) replaced the board, the dispenser and the starter know. I wanted him to check it with a load of clothes in the washer and he did not. After he left it is still not working. HELP!
I have been unable to wash clothes for 6 weeks! I have a disabled person at home with me and cannot run out to a laundromat...especially when I have paid for insurance repair.
Stacy of Lexington KY (07/12/08)
Purchased Sears Oasis Canyon Washer Top Loading July 3, 2006. it was delivered July 6, 2006. It ran for 2 loads and died. When I called Sears they scheduled for a repairman to come (it took 1 week); he ordered parts (another week), second repairman comes to instal parts which he says are wrong so he orders more parts (another week). I finally became so angry and demanded a new machine which was delivered on July 30, 2006. Exactly 13 months to the day, August 30, 2007 the machine dies. Some kind of error code. Of course I have to wait a wek for the service call, another week for the parts, and another week to install the parts.
Forward approx 10 months to June 27, 2008. 9pm the night before we leave for vacation it quits again. When return from vacation, on Monday July 7, 2008, I call Sears. After about 1 1/2 hours being transferred and shifted from person to person, I felt I had some satisfaction when Lydia at OneSource told me they would fix my machine on Sat july 12. And she said that she ordered the part and it would be here ( my washer was giving a lid lock malfunction code). No part arrived .
When I called on Thurs to check on the part I spoke to Vera in the Service Department who said that the part was ordered and the repairman would bring it with him on Sat. July 12. It's Saturday, July 12, service man arrives. no parts. he orders them. wait another week. I payed about $1000 dollars to be jerked around by Sears. they should have let me know about the issues with the machine before they sold it to me. My last machine was a $300 scratch and dent which I purchased in 1992. it still worked when I bought this Sears and I wish I had it back!
Many weeks without machine, cost of time, gas and money to go to laundramat, frustration with Sears, Sears is unorganized,
Richard of New Milford NJ (07/12/08)
I bought a washing machine from sears (oasis), after 15 months the machine would not work the electronics kept on going on and off, even in the middle of the night. We called sears and they sent a repair person to fix it, (ha ha). Soon as he left and $158.00 later the machine still did not work. Called back sears and said we would have to make another appointment in two weeks, I complained and got nowhere.
The repair person came back, relaced a board, another $218.00 and is working now. I spent over $2200.00 dollars on a washer and dryer and in 15 months the washer broke. I tried to complain to the service people to get some money back but got snotty people. Do not buy any washers from sears cause they do not stand behind there products.
Renee of Webster NY (07/03/08)
We previously purchased a $3,000 washer and dryer. Loved it. Then we moved. Our new residence had 3 prong outlets and our current dryer had a 4 prong outlet...so we called on 6/26 to order the right cord (with three prong) We paid extra for EXPEDITED delivery (it was supposed to arrive the next day, on 6/27. The next day, the WRONG cord arrived. (3 prong, wrong voltage) so we called again on 6/27 and talked to the same idiot female. She said she would order the CORRECT cord but it wouldn't arrive until 7/2.
Well, 7/2 nothing arrived. I called again on 7/3 at 3pm asking what was going on! I was told the shipping was completed but there was no tracking number!! so I DEMANDED to speak to a supervisor... he was very rude and did not care that I had waited this long for my part and would have to wait through a holiday weekend now as well... he said the part would not arrive until probably TUESDAY 7/8! The manager stated there was nothing he could do for me. He said the girl that re-ordered the correct part did NOT expedite it and that was standard shipping times. he was not apologetic nor did he care at all about my dilemma!
I have had to take 7 loads of laundry for my family to a laundromat and will now have to do that AGAIN before the part arrives.. I have a 4 thousand dollar washer and dryer sitting in my house but i have to pay gas, time and moeny to go to a laundromat to do my laundry. I am EXTREMELY EXTREMELY upset with SEARS!
Jack of Dallesport WA (06/30/08)
I went Into the dalles store where I bought my neptune Matag washer and told the manager that I was having a problem with my matag washer making a lot of noise. He told me that there was a lawsuit going on over the problems with these neptune washers. Then he handed me a number to call there repair service.
The washer Is still making a lot of noise, sometimes I think It Is going to blow up. I paid about $1400.00 for this machine because It was said to be the best washer and dryer on the market. I,am planning on retireing and thought this was the right choice.I have been checking about any problems or lawsuits with these machines and find that there are massive problems with these machines and a lawsuit. I went back to the same store and talked with the same store manager again and he told me that he had not heard about any lawsuit about these matag neptune washers. A total turn around from the last time I talked to him.
I'am retireing and don't have money to go out and buy another washer nor to keep paying for repairs.
Susan of Grants Pass OR (06/28/08)
I purchased a Calypso washer from Sears in Jacksonville, IL approximately 3 1/2 to 4 years ago. We moved to Oregon. Everything still was fine. About 3 months ago, after the warranty was expired, of course, the washer stopped draining. My husband has made many attempts to fix it. Trying to find parts is a huge problem. We did find another Calypso that was at a small shop that could not be repaired and so the owner was giving us parts off of it. We still have not been able to fix our washer. My husband is normally able to fix anything.
The Calypso is a pricey piece of junk. Now I have to purchase another washer to replace this one. We have been putting the drain hose out the door and into a large container so we could wash our clothes. We get the run a round when trying to talk to someone at Calypso, Sears and Whirlpool. We would like to be compensated for our time and effort spent trying to repair the junk Sears sold us. Apparently this is a huge problem as I have found nothing but complaints on line when I did a search for Calypso Washer.
It is going to cost me $500 or more to replace this very expensive washer that I thought would last for many years. I will never spend what I spent on the Calypso again. I got burned and if I am going to buy junk, it might as well be cheap.
Nancy of Arlington VA (06/19/08)
We called in a repair for our 6 yr old Maytag Neptune washing machine on 6-17-08. We were told someone would be here on 6-18-08 between 1-5 PM . When no one had called or showed by 5 we call and spoke to someone who identified himself as Bill, he told us the repair person had been delayed but he was definately going to come. We hung up and waited until 8 PM and called again. At this time we asked for a supervisor who told us that the repair person had left the area because we were not home. This was completely fabricated as we have not left the house waiting for the repair person to show up.
So here we sit with a handicapped daughter and no washing machine. The supervisor did not seem in the least bit concerned. He then said we could not get a repair person out there for a week. We got no priority even though the repair person lied about us not being home. This is really not acceptable. There is no moral or ethics in Sears and the way they do business. They do not care about the customer. I find it hard to believe they are members of the BBB
Kent of Midwest City OK (06/16/08)
On Saturday, June 7, I ordered a Samsung front-load washer and matching dryer, and had it set up to be delivered on Saturday June 14. I received a call on Friday June 13th, and was told the appliances would be delivered on Saturday between 3:15 and 5:15 p.m. I was called at 5:00, and told that the delivery team was running about an hour behind. At 7:15 I hadn't heard from anyone, and called to ask what was going on. I was told that they were just running late, and would be there later. At 9:45, I still hadn't heard from anyone, so I called again, and again was told that the appliances would still be delivered that night.
At 10:30, I called again, and was told again that they were still coming. I asked for a supervisor, and was finally told that the delivery team had gone home, and that I would have to reschedule. I was told that someone would call me as soon as possible to reschedule. About 1:00 Sunday afternoon, I still hadn't heard from anyone, so I called again. I was told that the appliances couldn't be delivered on Sunday, because the trucks had already been loaded and had left to make their scheduled deliveries. (Wouldn't my appliances have been on a truck from the previous day already?)
I had already disconnected my old appliances, and had removed the power cord and vent hose from the dryer in anticipation of the delivery. I told the person I talked to that it was imperative that the appliances be delivered on Monday after 6:00 p.m., when I would be getting home from work. I received a call later and was told that the delivery would be made between 2:00 and 4:00. I called back and told them that no one would be home at that time, and it had to be delivered after 6:00. I was told that you couldn't move merchandise after 5:00.
I am terribly disappointed in the discourtesy. I was promised delivery on Saturday five times. The only time on Saturday that your representatives initiated a call was at 5:00 to tell me that they would be an hour late. I am terribly aggravated by the inconvenience caused by your staff's failure to meet what should be minimal customer expectations. Of course, I am cancelling this order, and will spend $2,000 with competitors instead.
Suzanne of San Diego CA (06/15/08)
Purchased a Kenmore Washer that was delivered in February 2008. In April 2008 started receving a Ld code and the washer stopped during the drain/spin function. Contacted Sears technician, they came out and we paid $65 and they couldn't repeat the problem. but told us to make sure we were using HD detergent. Tried the washer a few days later, same thing. Called the technician again and this time they did a load of wash with clothes in it (the time before they ran the cycle with nothing in the machine) and the problem repeated. The technician told us they couldn't identify the issue without opening the machine and that would be $163, but did tell us we could open the machine ourselves and see if there was something stuck around the drum. We did, there was nothing. The problem continued so we couldn't do wash.
Brought the technician back again and this time he said it was the ETC Board (the main CPU) and it needed to be replaced. The cost was ~$360 for the part and labor was another ~250. We paid $1200 for this washer 14 months earlier and were shocked that the main computer to run the machine was bad and they wanted 50% of the cost of the new machine to fix the problem. I called the local Sears where we purchased the machine and the manager told us to call the repair technician -there was nothing he could do at the store level. I asked him, when I report this to the Better Business Bureau and Consumer Affairs are you sure you want the record to reflect that Sears, a store that claims to sell the highest quality Kenmore products, would do nothing and their merchandise is so shoddy that it requires major repair within 14 months. He said he couldn't do anything. Amazing!
We have not decided what to do, but for 6 weeks now have been without a washing machine (with a 3 year old!). I have read many similar complaints about this CPU and believe there is strength in numbers and would bet Sears would listen if there was a class action about the shoddiness of their products.
Christy of Mission Viejo CA (06/13/08)
Sears service system is horrific. Our washer has been broken for six weeks. We have had nothing but problems with our kenmore washer and they won't replace it. Our laundry room has been flooded and damaged. There have been five significant problems with the washer and they won't replace it. It is broken more than working. Their service system is complicated and loaded with people who don't know what they are doing.
damage to floors, walls and baseboards. Inconvenience of not being able to use our washer for over six weeks...so far. It is still not fixed.
Nancy of Laurel MD (06/12/08)
It's a very long story but the basic problem is that the Calypso washer is a lemon. I have had 4 repairs within a 12 month period and was told by many people in Sears that I qualified for the lemon law . They said the service tech had to come out and determine that I did need functional parts.. The service tech came out on 6/3/2008 and called in and told the office that I did need functional parts and it was put in for the lemon law. They told me that it would be reviewed and they would call me in 48 hours. Of course, that never happened. I have made over 50 phone calls and no one at Sears seems to be able to help.
I called again yesterday which was 6/11/2008(8 days after the lemon law request) and was told that I was turned down for the lemon law because it wasn't to the exact day. In 2007, I called in on May 11, and the fourth service call was on 5/30/2008. The washer was leaving black marks on my clothing. This had already happened 2 times prior to this. Sears would not allow me to rent a washer even though that is in the service protection agreement. They said that while it was pending approval on the lemon law , I could not rent a washer. So I had to take clothes to the laundrymat. (I have 5 children and so this is quite an ordeal.
Now they are going to order parts and insist that I have to have it repaired again. They will not take responsibility for the ruined clothing nor will they give me a new washer. They want to repair it only for me to have ruined clothes yet again. I have spoken to so many people and am told that once the processor denies the lemon law , I have no recourse. When I called in on May 11, 2007 it took almost 6 weeks for them to finally get parts and repair my washer. It was repaired on 6/19\2007. I sent letters to National Customer Relations. At this time, it was also ruining my clothes. They said that I could not be compensated for the ruined clothes.
This year, I called in on 5/30/2008 and the service tech came on 6/3/2008 Sears is saying that because my call in 2007 was on May 11, and my 2008 call was May 30, it does not meet the criteria for 4 repairs in a 12-month period.I do not know where to turn. This is the problem in a nutshell. I have pages and pages of documents where I have recorded names and phone calls and what I was told. Every time I call in I get a different story and I can't seem to be given anyone in charge.
I paid $1200. for this washer in 2001 and I have had at least $1000. in clothing damage from the 3 times that my washer left black marks on the clothing. There were other repairs that did not involve damaged clothing. I have had to go the the laundrymat many times. They have agreed to send me a check for $50. for laundrymat reimburse and now that I was denied the lemon law, I can rent a washer, but once again, I ahve been without a washer since 5/30/2008
Today is 6/12/2008. I still do not know when they are going to come out and fix it, but why do I want to have it repaired only to have it ruin my clothes for which Sears will not take responsibility. I am stuck! Not to mention, the hardship of renting a washer. I have to move the Calypso washer out of my laundry room myself so that a rental unit can fit in. I had to do this in 2007 and I am getting a rental unit today. I have to clean out my garage so that they can come through with the rental washer.This has been quite an ordeal and no one at Sears seems to be willing to solve this problem
Windy of Orange CA (06/11/08)
I purchased a washer/dryer combo and warranty from Sears. My washer/dryer broke months ago, I called Sears Warranties and it still isn't fixed. I have made five seperate appointments. The first time they cancelled after I waited half the day because they didn't have time to come, the second time they just didn't show up, the third time I called after waiting the entire afternoon and was told that my appliance had been fixed (it wasn't), I am on the phone today with Sear warranties because they still haven't showed and they say that a technician hasn't been assigned. I've had enough.
Hours and hours of wasted time. The money that I spent on the warranty was wasted. My washer/dryer is still not working properly.
Seth of Los Banos CA (06/03/08)
Our washer machine went out over a month ago. I forgot that we had an extended warranty on the product, as it was a gift. I troublshot the machine using the manufactures diagnostic guide, as I am a licensed electrician with 12 years experience, not an appliance repair person, but I can read a diagnostic guide. I followed the instructions and found the part failure was the motor control unit. When I went to get the paperwork to try to find the model number and information to get a new part, I found that I had the extended warranty. So I called Sears Repair Center. I told them the problem, and the solution. They informed me that they would have to have their service tech. diagnose the problem, seems reasonable, after all I am not an appliance repair person.
A date was set, and a time, but of course they were late. When he finally did get here, he came up with a different conclusion, the central control unit. So the part was ordered, and it came late, very late. When the part got here, another service tech. was dispatched here, a different one. I told him I didn't think that they had diagnosed the problem properly, and showed him the diagnostic guide, and my conclusion. He went to work installing the new central control unit, and the washer still would not work properly. So, he then began to diagnose the problem, even borrowing stuff from me to do so. He talked it over with his superior, and they must have concluded that it was the washer motor. So a new part was ordered.
About a week and a half later, the origianl service tech. came back to install the motor. Guess what, the same problem is occuring, the washer is still not working. Well, he determines that it is an electrical problem, the outlet is not grounded properly. Upon coming home from work, I got my tools out and checked the outlet. It has power, 120 Volts. I plug the washer back in, and turn it on. It still has the same problems, it still flashes the same fault codes. I call Sears, and talk to a young man. He informs me that after 3 failed repairs the unit is a lemon. He will email the appropriate person, and they will call me back within 24 hours. I ask if he can directly transfer me, he says yes, and then does so.
I next talk to a woman, and she transfers me to another woman. This woman works with there problem dept.. I tell her the situation, and then request that they just send me the part, and I will personally install it. She says she will get a hold of the tech. dept. to determine the part number, and then puts me on hold. Five to ten minutes later she says that the problem is with the electrical system, I inform her that there is not a problem, and that I have already checked it. She puts me back on hold. About ten minutes later Luis picks up the phone. I begin to state my problem again. He says that it is an electrical problem. I ask to speak to his manager, he informs me that I cannot. I repeatedly ask, and he repeatedly denies me. He informs me that the final decision is that they will send a senior service tech. out to determine the problem.
We only have one vehicle in our household, and I use it to commute to work. So it is not possible for my wife to take the laundry to the laundromat during the day. We also have to children, a 2 1/2 yr. old, and a 2 week old. They go through a lot of clothes. It is a burden to have to go somewhere else, spend money we shouldn't have to, and time we shouldn't have to doing laundry. We have a washer and dryer, we would like to use them.
Geraldine of Bridgeton NJ (05/17/08)
bought a washer & dryer on Thurs. was told would be delivered between 1:30 and 3:30 pm on Sat. Washer only to be delivered this day. Waited till 3:45 p.m. ,called was told it would be 1:30 to 4:30.Sat here and waited most of afternoon. Why wasn't I called if time was changed I am not real pleased with this type of operation,as I had other things planned for right after 3:30 delivery,now have to change my plans. It's not right nor good business to make people wait longer than promised. I guess I should have spent my $1600.00 elsewhere.
Joseph of Flowery Branch GA (05/14/08)
I purchased an Oasis HE washing machine from Sears Outlet store at Discovery Mill in Duluth,Georgia in August 2006 for approximately $741.00. Since then I have had thier service dept out at my home to repair(try to) my washing machine three different times. Two months after the purchase I called the service dept for a repair. Again in July 2007 I called them with the same problem(fault code 51) and inopertable. The first time the tech unplugged and replugged the motor rotor position sensor and informed that this would most likely fix my problem. He also ordered a new one to be shipped to my home.
Well,seven months later in July 2007 the same problem came back.(fault code 51) Due to the fact it was still within the one year service contract I had another tech show up with processor control circuit board, and saying this would be the real fix for this type of problem. He R&R the circuit board and it ran great until late April 2008. Now out of their warranty, I raised cane with them and they sent out the same tech that came out the first time. Guess what, he changed out the motor rotor position sensor with the one he had ordered back in October 2007. Again this has so far fixed the fault code 51 since May 5, 2008. He then requested a service fee for his trip since it was out of warranty. I laughed at him and told him Sears has yet to fix the problem that had originally occured. I refused to pay him a dime and he left.
Since this third attempt at fixing something they apparently know nothing about, I had Sears conact me over the phone last Saturday. Believe it or not this lady was very understanding and informative concerning repitious problems with their products. She gave me an 800 number for lemon law returns/buy backs. Which I have not yet called to see it was a legit number. I keep hoping it is fixed for good. I had worked in the automotive industry for several years and if a car came back with the same problem it was called a come-back and it goes right back to the tech who repaired it last with no charge to the customer.
This last attempt to repair this problem was not at a good time because I had to have lower back surgery April 30th. Thank God it is still working.
Donna of Huntingdon Valley PA (05/13/08)
Sears has been out to repair my Kenmore washer three times in the last month and has been unable to fix it. Now I'm told they have to re-schedule again because they don't have the parts yet. It has been difficult to take off from work for each repair service appointment (they cancelled on me the first time and now today the fourth time!) and frustrating to have to wait for parts to fix something they have no idea how to fix.
Not to mention the frustration of each phone call to each repair center employee - they do not even try to provide customer service. Each time we call we get a different person and a different excuse. Today they told my daughter that we had to wait an additional 2 weeks to receive a part! I understand that things take time to ship - but at this point Sears should pay for overnight shipping since we have been severely inconvenienced.
And here's the kicker: this is the second washer we got under this protection agreement. They were not able to fix the first one and they finally replaced it with the current one (22 mos ago) only after a 7 month battle and us calling the Attorney General's office on them. They finally replaced it and now I have another fight on my hands. I am frustrated and exhausted. All I want is a repaired washer. Trust me - NEVER EVER buy a Kenmore appliance from SEARS. If you have to give them money - buy something without the Kenmore name - you then have recourse through the manufacturer. I'm afraid that we're screwed.
I have had to take my laundry to a laundromat every week and not only is it inconvenient - it is expensive to wash for a family of five! Soon what I paid in the laundromat will be equal to what I paid for the protection (?) agreement. I paid for the protection agreement but Sears seems to be the only one with protection, not us.
Donald of Potomac MD (05/12/08)
On April 24, 2008, my wife purchased a Kenmore Dryer manufactured by Whirlpool Corporation. The Dryer was delivered and installed on April 26. The performance of the Dryer has been very poor. It does not dry clothes effectively, for example, in the last few days we have had a load of clothes still noticably damp after the first 70 minutes drying cycle, and had to run the clothes through another 70 minutes drying cycle. I went to the store to file a personal complaint today (May 12, 2008). Sears plans to send a repairman to check out the new Whirlpool Dryer next Tuesday (May 20). We are very surpised that Sears would sell a product of such poor quality.
The very poor drying quality of the new Whirlpool Dryer takes twice as much energy to dry clothes....it is not a green product...it might as well be black. Either the design of the product is very poor or there is a defect with the product.
Steven of Bossier City LA (05/10/08)
I purchased the Sears Kenmore White 3.6 cu. ft. HE2 Plus Super Capacity Plus Front Load Washer. Brought it home and hooked it up. It did not work. Got a repairman out, he felt the control pannel was innop. The new one came in 5 days later.
When the part came in I called to schedule the repair. The soonest they could be out was another week later. I put the part in myself, and the machine did not work. A week later the repairman called to stay he was on his way. At that time, I let him know that I had installed the part and the machine was still not working. He said that I had voided the warranty. I said I would take the machine back.
Went back to sears, they had already been informed. They will not take it back or help me. Nothing on my receipt stated that I could not put the part in nor did their warranty.
I am out a White Kenmore 3.6 cu. ft. HE2 Plus Super Capacity Plus Front Load Washer that I never used. Sears is out a loyal customer.
Pat of Redondo Beach CA (05/05/08)
Sear will not give our money back on a washing machine. They told us that you can replace it.
I can not afford to lose this money, I'm on a fixed income.
D of Shippensburg PA (05/05/08)
I have Kenmore Oasis HE washer which I bought about 22 months ago. This washer is about $1000 and lightly used. However, it broke. Called sears to file complaint. They say nothing they can do about it and no one can call back to explain. I found many people complaining on internet about this model so I asked them if they had any statistics on repairs on this particular model. They said they don't and can't provide me with the info. Nor should I expect anyone to call me back.
Marie of Pittsboro NC (04/30/08)
This letter is to complain about service I recently received from Sears. After relocating from New Jersey, on July 2005 I purchased a front loading Kenmore washer (model # 41744092500) and dryer from our local Sears dealer in Pittsboro (now closed). On Monday April 7, 2008 my washer stopped working. I called Sears and was advised that it was no longer under warranty. However, to make a long story short, I was offered to have it serviced by Sears and not be charged for labor and receive a $100.00 allowance towards parts.
The first service technician gave me an estimate of $561.09 (see attached) and I agreed to have it repaired. Once the parts came in and the second technician came in to service the machine, he found that more parts were required bringing my total to $922.10 ($716.00 in parts). At this point I decided it was not worth the repair. The best offer from Sears was a $100.00 gift card and a $100.00 product discount to be claimed once I purchased another washer. I was told that all I had to do was call in the form of payment and the credit would be applied.
At this point, frustrated with Sears, on Friday 04/25/08 I went to Loewes and purchased a washer from them and scheduled a delivery for Saturday 04/26/08. When I called Sears to get the product discount, I was advised it would only apply if I purchased from Sears. Therefore, I went to Sears purchased a washer, called Lowes and cancelled my order and called Sears to claim the product discount. Surprise..now the discount was only 10% of the product price ($51.00). At this point I was very frustrated to say the least. Saturday evening I got the delivery confirmation call for Sunday 04/27/08 between 12:45pm and 2:45pm. This is good? I thought, it took three weeks, but I think should settle it.
Sunday, at 11:30 am a message was left on my answering machine from a Sears delivery person. I called back the number on my caller ID several times and finally when someone answered the phone, I tried to confirm whether it was Sears delivery and the person informed me that he worked at McDonalds in Durham and someone asked to use his phone and gave him $5.00. No wonder I could not get in touch with the driver. Meantime I called Sears delivery center several times and spoke with several delivery specialists who told me I would be contacted by someone for directions. Bottom line is at 5 pm I was informed that the delivery person finished his last delivery at 4:45pm and asked me to re-schedule. I told them not to bother and to cancel the order.
At 5pm I went to Lowes, purchased the washer which was delivered Tuesday 04/29/08. Before installing the machine, Lowes technicians had to literally pick up the pieces that were scattered in my laundry room from Sears service technician and haul it onto their truck. I expected a much higher level of service from Sears, and I am quite disappointed. I did not expect for my appliances to be replaced in less than three years and I will be informing my friends and family about this experience.
Oscar of Albany GA (04/24/08)
Have owned a Sears Kenmore Elite Calypso Washer Model No. 110.21084000 for about 4 years. Have really had no problems until yesterday. It is dead in the water and will not come on no matter what button I push. I verified power at the washer end of the cord. Previous to this, th only weird thing we've had with it is that sometimes during the day, the machine would power up on its own and beep always showing 6 minutes on the display. Nothing else would happen but it might beep several times. I finally would unplug it.
Don't know if the problems are related, but I have not had the beeping in a long time, so it's not like unplugging and replugging was the cause of it not powering up this time. Is this machine covered in the class action suit?
No damage so far, just no available washer.
Carolyn of Eubank KY (04/24/08)
I bought a Maytag waher and dryer front loader, I have had it for a little over a year, and I have had nothing but trouble. The washer jumps all over the floor Shakes the whole house It has already torn my floor up behind the washer I have repair men here 6 times, amd there is nothing they can do. Just because it washes good, they say there is no problem, even when it shakes the house and walks into the middle of the floor. I just rent this place and it has already ruined my floor.
Everytime time I talk to someone from customer service that always get rude, well we will send someone else out. I am at my wits end. I tell them to come and pick it up and give me a different kind, but they say no, The repair men have to come another 4 times.
It has shaken the house so hard that it tore up the floor my washer sits on.
Steven of Washington DC (04/21/08)
Sears ripped me off! I made arrangements for service from Sears Appliance Repair. They came to my condo to fix a broken latch on a Whirlpool dryer. The Sears repairman left the repair part, but made me schedule a second apointment to have the part installed. I had to pay the repairman in full.
Two weeks later, at the appointed time, the Sears Appliance Repair person never showed up. When I called Sears, I had to suffer through a never-ending maze of computer generated questions. There is nothing more frustrating than trying to explain your problem to a computer using voice recognition technology.
After much frustration, I managed to connect to a human being. All that person could offer is to reschedule the repair appointment. Two weeks later, again, no repairman shows up! Keep in mind that at this point, I have paid in full. I just cannot get Sears to my home to complete their work.
Once again I call Sears Appliance Repair and suffer through their computer generated voice recognition questions. I finally manage to connect to a human being, who explains that someone will call me to reschedule my service appointment. No one ever did. In the end, I got a $13 part from Sears. However, Sears charged me over $170 for the part and service - service that I never received. In the end, I paid another small, local repair service to fix the Whirlpool dryer. They charged me $84.00 Sears never completed the service, but took my money. I got ripped off!
Serena of Montclair NJ (04/13/08)
In 7/29/2006 I purchased a Kenmore Washer and Dryer from sears for my son on my Sears card. My son had the Machines until September of 2006, when he moved and could not take the machines with him. He called and requested them picked up. The same delivery guys that dropped off the machines in July were the same ones that picked it up in September. The delivery guys never left a pick up receipt. The credit card company credited the sears card only to send a letter a couple months later stating they have no records of us returning the machines so they are still charging us for it.
I have several recorded dates and times of individuals we've spoken to at Sears Delivery Services (someone will be calling you back within three business days), Sears customer Service (someone will be calling you back within three business days), gone back to the store that we purchase the machines and speaking to the store manager no one seems to can figure out where the machines are or even returned our calls. It's almost 2 years after and a representative from Sears has NEVER returned our calls and NO ONE can ever give us any direct answers about these machines.
Apparently still responsible as far as Sears is concerned because we are still being billed monthly and these machines has not been in our household in almost 2 years. If we don't continue to pay this bill, my credit will be in jeopardy and i don't think this is right.
Robert of Edinburg TX (04/01/08)
I purchased a Kenmore washing machine, was delivered Aug 25, 2007. It leaks at front left corner at times. A repairman has been out three times and of course it didn't leak while they were here. The last repairman said there was a parts recall for this exact problem and ordered the part. The part came and the same repairman showed up to change it! The leak still exists. I called Sears and asked to have washer replaced, and was told by a customer service executive that I didn't qualify since my complaint is unsubstantiated.
Jeff of Urbana IL (03/31/08)
Help! I purchased a front loading sears HE5T the latest and greatest at the tune of $2500. Last night at 11 pm. I came home to start my usual 2-3 loads a day. Very loud grinding noise, not good, this thing is broke! My manufactures warranty expired at 12 midnight. I think someone pushed a button that said break it now!. How do I get this thing fixed without all the problems I am reading about? I don't have two weeks to wait for a techincian to come out.
Tony of Chino CA (03/27/08)
In 2006, I purchased a kenmore oasis HE washer/dryer with 5yr warranty. I had repair service 5x's with the washer. Twice had the computer board replaced, and I'm still having the same problem again of it not working properly. The service dept tells me that in order to replace your washer, it has to have 3 replacement repair services in a calender year.
Each time I have to wait at least a week for service to come and fix the problem. Try having to wait 7 days without a washer with 9yr old quadruplets each time?
Elizabeth of Henderson NV (03/24/08)
Ironically, I was formerly the owner of a Maytag Neptune, and my machine broke just after the deadline for repairs involved in the class action law suit. That machine worked very well for us. We replaced the Neptune with a front loading Kenmore. It has been a disaster. I have had the machine since November of 2005. This is the third time that it has stopped spinning. Now they are ordering a part, some type of a filter with a sensor, that is apparently included in later models, but not originally installed in this model. Additionally, we have continual problems with mold and mildew. Adding bleach once a week does not solve the problem. There is a large amount of water left in the door after a load is complete. Mildew stains spot the seal around the door.
We have a large family, so we do 3-5 loads of laundry almost every day. This is terribly inconvenient. The latest repair occurred during a week when we were preparing for a large family event, and I had to find the time to contact Sears warranty department to receive approval to rent a machine for the time I would need to wait for the part. I was on the phone for more than 3 hours, after spending more than two hours with the repair man at my home. I was 'stood up' on the originally scheduled date of service because I missed the phone call from the technician. Although I was home from 12-5 p.m., waiting for a technician, I had not received a call at 4:45. While on the phone confirming the service call, I missed the call from the service truck, and although I immediately called back, they refused to put my service contact back on the schedule. My warranty never specified that I had to answer the phone, in addition to waiting for several hours for the repairman.
My husband spent more than an hour and a half with a kind employee from the rental company removing the broken machine and installing the rental machine. We dread the time it will take to wait for a technician, and then remove the rental and set up the broken machine in hopes that it will be repaired. Our machine experienced problems within months of purchase, but because our service calls have not occurred within 12 months of each other, it is not replaceable under the 'lemon policy' of our extended warranty. Thank you for your time and consideration in this matter.
Debora of Gadsden AL (03/23/08)
My washing machine had to be replaced within 5 days because it walked the floors so much they couldn't figure it out. I have problems with mildew all the time. I have bed pillows on both sides (one next the the wall and one between the washer and dryer also one above the washer and cabinet just to keep it from vibrating out to the middle of the floor and it is level because sears set it up for me. I am very unhappy with this washer but at this price you don't just go out and get another one!
Beverly of Iron Mountain MI (03/15/08)
My front load Kenmore washer, under three years old, door would not open. Contacted Sears and was forwarded to a service center who tried to walk me through a procedure to get the door open because there were clothes in the washer. The had me take screwdrivers to pry the top of my machine open and feel around inside the machine for a latch. This never worked and after being told that I could not get service for five days, I finally had to end up pulling the door open, which subsequently broke the locking mechanism altogether.
I HAVE THE MASTER SERVICE AGREEMENT PROTECTION PLAN on all my appliances for which I paid over $300. Five days later a service technician came (without any parts) and said that he had to order parts and they would not be in for a week (this would be 12 days without a washer). The parts came in and on the 13th day I was scheduled for service between 8 am and 12 pm. The technician did not show up by 1:00 and when I called, they said my appointment was between 8 and 5. I could not stay because I had scheduled another appointment and I tried several times to get in touch with the service technician to no avail.
When I finally called the service center back (for the fifth or sixth time) I was told I could re-schedule for five days later (this would be 18 days without my washer). I told them it was unacceptable and I wanted to talk with someone else. I was told that was not possible. Every time I called the service center, my call was taken either in Guatemala or the Philippines and the person on the line could not speak clear English nor understand my English. I finally went to my local Sears store and was told the manager would not be in for two days so I left my name and number with the associate. I am appalled that Sears has stooped to such a low level of customer service. I will be taking my business elsewhere from now on.
I have now been without a washing machine for 13 days. With a family of five, it is costing me lots of money to go to the coin laundry. Not only does it cost $2.75 to wash each load and $1.00 to dry each load, but it costs even more to just drive to the coin laundry because of the price of gasoline. To date, I have spent over $60 not including the gas it takes to drive ten miles to the coin laundry. This is an outrage.
Deborah of Bartlett TN (03/10/08)
The HE washer I bought in May 2006 cost approx. $1000.00 and is broken. It has been more that 2 weeks, and the parts are still not in. I would think a new model washer should have parts readily available. I do not think the washer cleans clothes well, and by the time I realized this the time period allowed to return product had passed. (The return cost would have been $150 for restocking fee.)
I have owned Sears appliances all my life, and my parents have, as well. I have never experienced this type of poor service and product performance. I have called and emailed Sears without a satisfactory answer. I was told I could rent a machine for the period I was waiting on repair, then get reimbursed. I would have to find a rental store (all rent by the month, minimum), fill out paper work to get rental, take off work to have rental delivered and again to return. I would have to fill out more paperwork to get reimbursed. I just wanted to share this information with potential future buyers of the top loader HE washer make by Sears or Whirlpool.
I have lost time off work and $32 in laundry materials costs during repair. I also invested $1000 in a poor performance machine.
Sarah of Lincoln City OR (03/10/08)
I am just inquiring because I cannot believe that in the less than two years that we have owned this very expensive washer and dryer set, that we have had it repaired so many times. Sure ,it had a warranty, but with a family of 10 and the time it takes to repair--especially if you order parts and then you go to the laundromat--it does not make sense. I think we spent nearly $2300 on this pair, and I am scared to death it will break again.
The odd part is that Sears keeps sending the technician out to repair, but I am sure we are not in the warranty. However, the last two times they do not have an accounting of it ,and they said the last time we were serviced was 2006--but it was just a few months ago. Anyway, I find it odd they ask no questions, send someone out, and then don't charge us and in fact have no record of the repairs. Just some food for thought. I was curious if there are other complaints on these models: GAS dryer and Washer Kenmore HE2.
Just major cost of going out to do laundry, inconvenience, and no security as to if it will break again and again.
Clio of Silver Spring MD (03/09/08)
We bought a new dryer and were supposed to get it March 1. They even called and confirmed the day before and said they were coming. Delivery time came and went and they didn't show so we called. Well, it wasn't delivered to them to get to us, so we would have to wait two more weeks. We finally got the dryer and they showed us that it turned on. Only problem is the heating element is not working (same problem as our old dryer). I called to get a service call but they can't come out for two weeks. I have three children and need a dryer (no where to hang wet clothes in this house). I am livid and think their costumer service is awful. Because all we went through to see if we could get the dryer earlier or just go to the store. The Rigamorole was ridiculous
No way to dry my clothes. Cost of transport to wash and dry clothes else where. Irritation and anger and frustration.
Gary of Boerne TX (03/06/08)
Purchased a Sears Kenmore Elite Oasis washer and dryer. After 3 months the rotor position sensor failure code came up. Had to wait over a week for a tech to come out. He supposedly replaced it. (I suspect that all he did was clean the contacts). 4 months after our 1 year coverage ran out, it happened again. Called Sears, they won't honor any warranty and told me I should have purchased the extended warranty. If you go online you can see chapter and verse about this problem. Sears parts didn't even have the part in stock. Nor did a couple of other parts suppliers. Does this tell you something? It would have been over 6 weeks before I could possibly have received the part had I ordered it through Sears. I ordered it from Repair Clinic.com. Cost $42, installed it in less than half an hour and it works fine now. But Sears and Whirlpool should be forced to recall these machines and eat the cost rather than use it as an opportunity to sell their over priced protection.
Time to research and install and money to purchase a part that is a known problem.
Michele of Fairless Hills PA (03/04/08)
I bought the Calypso washer/dryer set. I have owned it since 2004 and have had a technician out to fix it on an average of every three months. Once again it is broken; it was last fixed late January 2007, and when I called today (6th time), they told me I had no warranty. I mentioned that it had just been fixed, and she told me to buy the extended warranty again, and I could have it fixed. I have 8 people in my house and have a total of $600.00 in laundromat usage because of this, and the fact is, it takes them a minimum of 2 weeks to come out. The last time they fixed it the guy left, and I noticed that the washer was still leaking. I called them immediately, and they told me they would have him call me; to this day I have never heard back.
So I am where with this, what is my recourse? I spend this much money on a washer and dryer, and they just dawdle until my warranty is up. When they normally would send you a notice telling you so, they did not do that this time because they know that this washer is a piece of junk. Why could they not just give me a new washer? Why must I continue to have to work full time plus hours raising 5 children and have to go home and go to a laundromat because my washer is never working? I heard the class action suit is settled, which by the way Sears assured me I was not eligible for anything because I was told that it had to be the same part 4 times in one year. Instead, I have had everything under the sun break on the thing.
The water has damaged my floors and rugs in my laundry room because of the NON STOP leaking that this washer has been doing, which by the way, has never ever been resolved. When I ask, they put it on me.
Robert of Delray Beach FL (03/04/08)
We ordered and dryer and washer. The person sent by Sears verbally abused my wife; and then when he saw that he had the wrong merchandise, he put the machine in the middle of my dining room and would not move it. We always had bought Sears products for our homes, but this was the last.
My wife was very upset.
Jeanne of Port Orchard WA (02/29/08)
After raising six children, my husband I finally were able to purchase our first brand new washer and dryer. Although we investigated on the internet and with our consumer report book, we learned after the fact that we did not buy a Kenmore or a Whirlpool Washer but a Calypso Washer (never heard of that brand). We bought our set on Jan 19, 2008, at the Sears Store in Tacoma, and on Feb 26 I had to call a repairman. He replaced the Electronic Board and found a small piece of something in a small vacuum hose. After the repairman told me we owned a Calypso Washer and not a Kenmore, I looked up the Calypso washer on Goggle.
I learned very upsetting facts pertaining to the same model that we in fact had purchased. A class action suit is in full affect on the Calypso washer, and they continue to make them and sell them knowing they are defective. What recourse do we have now? Keep waiting for it to break down like other consumers? The repairman had to show my husband that in fact it is possible for this very small vacuum hose to continue to suck up small particles and will need to be cleaned out with a toothpick. Are we to feel good that we know how to do that ourselves instead of having to pay for a repairman? So should we spend $200.00 per year to have an extended warranty? We also spent close to $2,000 for our Washer and Dryer set. That is a lot of money for us and for most people.
Joanne of Temple City CA (02/18/08)
I called Sears several times for repair on my dryer since October of 2007. I've had about 4 different repair people in my home since that time. All but one has told me that I don't know how to use my dryer and that I'm using it incorrectly. I'm not sure how that can be since I've had my dryer for a few years and the actual problem is that my loads were taking way too long to dry. Finally in the end of January of this year the technician that came finally found the problem and fixed it.
After using the dryer twice, it started to make a loud rattling noise. So I called once again for repair. The technician I got this time spent about 45 minutes working on my dryer to tell that the reason why my dryer is rattling is because of my floor. My dryer has never made such a noise and had been moved several times and did not start making such a noise until the last repair was done. Plus every time I call and every time I have technician come out, I have to deal with some sort of attitude with these people. I have had to hang up, call back, request to speak to a manager almost every single time I've had to contact them. We are currently giving them one last chance to correct this problem but I would really like to know what else I can do. I have a feeling that it will not get fixed again and I would like to be ready to take the next step. Any advice would be greatly appreciated.
Mardena of Beaufort MO (02/15/08)
Approximately 6 months ago I purchased a GE front loading washer from Sears. Within the first month I had a repair man - the result was that I was told the machine could not wash a small load of clothes (it would not wring the water out of them and they would be dripping wet at the end of the cycle). Now the rubber gasket that is on the inside of the front door is cracked letting all the water come out the front door. Sears has made no attempt to expedite the part since I called them over 3 weeks ago and they are now saying it will be March 14th before they can have a repairman out to fix it. They claim they cannot get the part from the manufacturer. I have called GE and they have the part in stock. This washer is under warranty and has not been used enough to even have a crack in the gasket. Sears refuses to do anything to correct the problem. In the meantime, I have water from the machine soaked through the floor of the laundry room, have been without a washer for almost a month with another month yet to go and have a machine that is known for splitting water seals from what the Sears salesman now tells me.
Wet carpet, water soaked floor, dirty clothes, inconvenience, and stress
Marie of Santa Clarita CA (02/15/08)
I purchased a Kenmore Elite model number 110-27072602 washing machine costing me about $1200 from Sears about a year ago. Within that time, they came out twice to repair it. The repairmen told me they have been having a lot of problem with this model because of the complicated sensitive computerized panel. Currently,the machine is in it's fourth breakdown. However, Sears will not replace the machine because they say they did not come out four times to fix it and my one year warranty just expired. I have lost time from work to be available for repairmen, money in going to a private laundry mat to clean my clothes and the mental distress of having to deal with the very unaccommodating, rude store manager and several loads of laundry for twin toddlers.
I am so tired of companies taking advantages of consumers. Sears pushes their extended warranties vigorously and I am wondering if it is because they know that the product they are selling will break down. Whatever happened to the Kenmore name being related to great products? It's about time we start to speak up! I will do whatever it takes to publicize their faulty products. They take our money and they need to stand by their products.
Kate of Coldwater MI (02/03/08)
I called Sears repair to schedule a repair on my Sears dryer. I was told that a repairman would be at my home between 8-12 a.m. At noon, the repairman called to tell me he was just finishing lunch and then had to make a call to Albion, that he might or might not make it to my home that day, and that he didn't think he would be able to do more than access the needed repairs, which would cost $60.00, and that I would then need to schedule yet another service call. So I canceled.
Sears certainly lost a long time customer. I called a local repair service, the repairman was at my house within 15 minutes, and he had the problem fixed within the next half hour. He charged me $55.00. This is the third time I have had problems with Sears, and it is the last time. I will no longer purchase Sears appliances, because Sears obviously cannot service what they sell. Additionally, I tried to contact Customer Service at Sears. I was told that someone would contact me within the next 48 hours. It is now seven days later, and I haven't heard a word from Sears Customer Service.
Susan of Solon IA (01/28/08)
We bought a Sears Oasis washer and dryer set. The purchase was August 2006. The dryer's interface board went out first 3 weeks ago. Now the washing machine is beeping constantly. After reading about the machine I see it is a consistent problem with the user interface board. Sears will not pay for the repair as it is 6 months out of warranty.
I have read about people who have the same problem over and over--replacing bad parts again and again. Most of the problems start right after the manufacturer's warranty expires. The frustration of having an expensive product that has proven to be a problem that Sears does not want to stand behind, will force us never to purchase from Sears again.
Roy of Broken Arrow OK (01/27/08)
I purchased a Maytag Nepton in March 2006. Since October 2007, Sears has replace 4 different parts and have been to my home over 10 times. I have the extended warranty with them and it has not cost me a dime except for taking off work. My problem is this washer is hunk of junk. Sear will be coming out again next Wednesday because of vibration problems. This washer bounces all over the floor.
Joe of Orinda CA (01/23/08)
We bought a top rated Sears/Kenmore washer and dryer set as pushed by the sales person. When it was delivered, it was the wrong plug and the sales person never returned our numerous calls. We had it fixed on our own. Now one year and a month later the washer has failed. It makes a loud sound and the readout is garbled. We called Sears customer service and if it is even one day out of warranty they say they will not do anything for you. We are a family of 4 and purchased high end machines to avoid this set of circumstances. Unfortunately we learned the hard way that Sears quality and service is no longer there.
We won't know the bill until a repairman comes for an estimate. They guessed in the $300 range from our description but it is just a guess.
Kenneth of Salisbury MD (01/23/08)
Purchased washer to replace older machine. It leaked fluid and the transmission had to be replaced. Then it became noisy. When in the second spin cycle the unit would vibrate, shake the surrounding area and move from it's location. On the third call the repairman said this was caused by the floor it was on [he did not say what the problem with the floor was]. When I called today, they tried to sell me a service contract and the operator was very rude and when I asked to speak to someone else she hung up on me. When you call for service they give you a date usually five days and then tell you they will be at your location between 8 AM and 5 PM. Sears used to say satisfaction guaranteed or your money back. This washer is still under warranty.
No damage just frustration.
Vicky of Fort Scott KS (01/22/08)
I purchased a new washer on 8-20-07. I purchased the extra quiet model, which did cost more. For the first 2 to 3 weeks it was nice and quiet, but then it started making lots of noise, did not spin out correctly and would not fill to the levels it was set to run. I called the Sears store in Nevada, MO, and spoke with a lady who gave me a number to call to set up a repair. I called and made the appt., and nobody called or made the service call. I called the store again and asked for the manager, and gave him my story, at which time he assured me he would contact the repairman directly; which he did. A repairman finally showed up and said it appeared the timer and motor probably needed to be repaired; and also maybe, the agitator. He said he would have to order the part and would be back to make the repairs later. Again, nothing further was done.
I called the Nevada store again and gave my story, and a clerk there told me to contact the manager again, which I did. He did contact a repairman and the repairman did make repairs, but only replaced the washer motor. The washer still is not as quiet as it should be, and it still does not fill as it should. I then called the Nevada store again, and a clerk gave me the phone number of a contact at a company that oversees the repair services for Sears. I called the lady and she said she would check it out and get back with me.......which she did--and then told me again she would get back with me. THAT HAS NOW BEEN ABOUT 6 WEEKS AND STILL NOTHING.
My daughter and her 3 children live with me, and it has been very expensive and inconvenient to outsource our laundry to other homes. We live in a small town, and there are no washer/dryer facilities available. I believe I am due a new washer and deserve quality service. I TOLD THE STORE EMPLOYEES THE LAST TIME I SPOKE WITH THEM THAT I WANTED A NEW WASHER.....STILL NOTHING. In years past I have purchased numerous Kenmore products, and they service me very well. It is very disturbing that Sears does not care enough for its customers to assure the are given the quality service they deserve. I do commend the store manager and his employees, as they have tried very hard to get my problem solved, but again to no avail.
Thad of Norman OK (01/20/08)
We purchased a new Kenmore H E2 plus washer and dryer. They worked as normal for two weeks. Then the washing machine began displaying an F 01 error and would not start. According to the Sears customer service department, it would take two weeks before they could have a technician come out. That is just unacceptable! Not only did this happen during the normal warranty period, we also purchased the extended warranty. NO ONE ELSE can work on the units without voiding the warranty. I have 2 children and a wife who need clean clothes, and after purchasing a $1600.00 washer and dryer, I should be able to use them. POOR SERVICE.
As a result of the extreme waiting period, I have been forced to take the extra time, effort and expense of taking my clothes to a laundry every 2 nights and WASTING time there protecting my clothes. Eight more days to go. I WILL NEVER BUY A SEARS PRODUCT AGAIN.
Helen of Sand Springs OK (01/19/08)
We purchased a Kenmore Elite Calypso Washer and Dryer from a Sears in Tulsa, Oklahoma. We had trouble with it almost immediately. After the 3rd repair visit to unclog the drain filter the repair person said not to wash towels, rugs, or anything that had any sort of nap on it unless we had it in a net laundry bag because the way the machine tub rotates with the up and down motion in the tub it catches the nap and pulls the threads, fiber or whatever out. I have proof of this because I had some brand new towels that are really torn up from catching and being pulled while washing. I now have net bags to wash these items in but am not satified with the results because they do not seem to get as clean as they should. It really makes me mad that we spent so much money on a washer that works so poorly. I also think these washers should have been recalled. They definitly are flawed in the design concept and should never have been put on the market.
Terry of Harleysville PA (01/19/08)
I purchased a washer and dryer made by Kenmore. Both were front loaders. I also bought the Master Protection Plan. On Christmas Eve 2007, I called for service for my washer. I was scheduled for a service call on January 07, 2008. I called the 1-800-4my-home to verify a scheduled service call and was told 2 repairmen would be here between 1-5pm. I called out of work to be home for this appt and was called at 2:10 and informed there were no service tech's available for today. After 8 transfers and disconnects through National Customer relations and the rapid response teams, I was rescheduled for service on Jan 10, 2008, another day off from work without pay. The serviceman (ONE) stated he was not permitted to unstack the washer and dryer due to liability and I was told by rapid response that if I were to remove the dryer from top of the washer I would be voiding the warranty.
The service tech suggested to file a lemon law for this particular washer since this model has required so many repairs. He orders 2 parts: a control board and a motor. They arrived and he appears on schedule that being January 18 and states the control board that was sent was defective and that he would have to order more parts. The total repair bill for parts alone was over $746.00. The purchase price of the washer was $699.00. I went to the SEARS in Montgomeryville PA. and spoke with the appliance manager Cody Weidner. He handed me a business card with more useless numbers and a continual run around. The next day the store manager, Gary Domgantano, stated he would not replace the washer and that it would be fixed as soon as they received the parts. The service is horrible. No one dares claim any authority to make any decisions to remedy the problem. I am losing time from work to be home for repairs that are constantly being rescheduled. I must use the laundromat $35-50/ week. I was told I could rent a washer and be reimbursed by Sears (Good Luck!).
Nanette of Freehold NJ (01/19/08)
I purchased a front loading washer in Sept. 2006. It broke 5 times by April of 2007. I asked several times for a replacement machine feeling the one I had was a lemon and I was denied. The service I received from Sears was awful. Technicians did not show up when they were supposed to, I did not receive phone calls and communication was terrible with customer service. I spoke with their source one department asking for help with my machine and replacement again denied. On Jan. 14, 2008 the machine broke once again. The repairman came and did not have the 3 parts needed to fix my washer, so he had to order them. My son's clothing are stuck in the machine. I called and asked for the tech. to come back to unlock the machine. He called me back and spoke to me in a very rude way and said he was not coming back. I called Sear's and told them this. They scheduled another appt. for Jan. 18 between 1-5. No one showed up and I called at 5:30 and found out I was not even on the scheduale. The cust. serv rep told me she would send a message to service and get me on for the following day, Jan 19. I called and was told the scheduale was full and I would not be getting service today. My son is going back to college tomorrow and his clothes are locked in my broken washer.
I also want to include that I spoke again to source one on Jan. 15 asking for help on replacing my defective machine. The rep agreed with my feelings about it being a lemon and asked for permission from the manufactorer for a replacement. He was told because I had the machine for 15 months and not less than a1 year they would not replace it. I reminded him how I trried to have it replaced after having it a few months and was told no. I am extremely frustrated with Sears and their behavior. I paid 900 dollars for a machine that is giving me nothing but trouble I was also forced into buying an extended warranty for almost 300 dollars because of how this machine breaks on an average of every 2.5 months. Please help me in recovering my losses.
I paid an additional 300 dollars for extended warranty or I would have to pay out of pocket for service which is at a very unreasonable rate. I have a full load of my son's clothing in this machine for 5 days already and I still don't have a date of when they will come to release them. The clothes will not be salvagable. I estimate a cost of 500 dollars for this. I also have laundromat costs for the times of repair for 100 dollars. That brings me up to a 900 dollar cost for the damages so far.
Jeff of Arcata CA (01/11/08)
I purchased a Kenmore Elite HE4t front loader washer on 02/17/05. It was delivered a week later but was not hooked up until August of that year. I paid $1399.99 for the machine. In October of 2007 the machine started giving F11 and DL error codes, would not finish the cycles of the wash and the door would not unlock. I had a Top Load Kenmore washer for nearly 17 years and never had a problem. I would hope for $1399.99 that the machine would have lasted more than 2 years. I am disappointed as I was trying to be ecologically conscience by getting the front loader. I spend hours trying to get the machine to finish a cycle. There should be a RECALL on this washer. Sears no longer makes the HE3t front loader (probably because of the problems). That does not solve my problem. Sears should stand behind their product and send a recall to all the owners of this faulty machine.
Clothing molds due to the door lock not unlocking. Have to take clothing to the laundry again. Have to pay for the repair of a faulty expensive item.
Janice of Hereford TX (01/11/08)
I purchased a Calypso Elite washer and dryer when they first came out. My friend also bought them the same day we did. They have all ready replaced theirs a year ago because of so many problems. Mine is out of the extended warranty now, and I am not spending any more money to have them repaired. They run so loud and stay out of balance so much that they nearly walk out my back door. It is a good thing I have tile floors else they would probably have dug into the flooring.
All my expensive towels are completely shredded from the washer pulling threads from them to the point they look hairy. Clothes come out with white splotches on them, and I always use the HE soaps. This is by far one of the worst purchases we have every made. What happened with Sears' motto: Satisfaction Guaranteed?
Chuck of Dickinson TX (01/04/08)
Today, Jan. 4, 2008, I had my washing machine serviced. The Tech ask me if I wanted to have my dryer cleaned. He cleaned my dryer, and now it is making a loud rubbing sound, like metal on metal. I called the Service Center and the earliest a service call can be made is Jan. 12, 2008 and a charge of $60.00.
I am now afraid to use the dryer. I will be inconvenienced for a week. There should be no service charge since the dryer was working fine before the servicing today.
Susan of Baltimore MD (01/04/08)
I placed an order on sears.com on 12/17/07 for a washing machine which was to be picked up at the store. Since the item would not be available for several weeks, I decided to cancel the order which I did on 12/18/07 by calling the 800 number (800-349-4358) as well as the store the item was to be picked up from. They said the order would be cancelled and I would receive a credit back to my bank debit card within 3 - 5 business days. After the fifth day, I called to find our where my credit is and they said it can take up to 10 business days.
After still not receiving a credit, I called yet again, this was on 12/31/07, and was told that the order is still processing. I did not accept this as an answer and the guy told me to hold on a minute and came back on again and said that he took care of it and I would receive my credit by 1/2/08. I did not receive a credit by 1/2/08 as he said. So, I called again on 1/3/08 and was told that the order cancellation was just submitted yesterday (1/2) and that it was in process. Again, I did not accept this as an answer and the lady said to hold on, she would call the store directly from which the item was to come and placed me on hold. After 10 mins, I was disconnected. So, I called the store directly and the guy said that a credit could take a whole billing cycle - up to 30 days! I said this was not what I was told and he just kept repeatig the same information. I called the 800 number back AGAIN and said I was disconnected before and I happened to get the same person I had spoken to and she said she already contacted the store and they are processing the credit and that it should take 24 - 48 hours. Meanwhile, I am waiting on $566.99! To wait this long for a credit after canceling an order the next day is ridiculous. When I look up the order status online, it still says processing.
They have not yet refunded me $566.99.
Ronald of Chula Vista CA (01/03/08)
I have a direct electrical short in my washer that was purchased from Sears on 21 Sept 07. I tried to get it repaired and it took three attempts to finally get a date scheduled for a repairman to come out. On 21 Dec 07 a repairman came out and left me with a printout from his computer stating that the part was ordered and a repairman would return on 2 Jan 08 to fix the washer. No part was here for the repairman. He said he would order the part and for me to call Sears when it gets here to scheduld a repairman to come out to fix the washer. I sent an e-mail to Sears voicing my dissatisfaction and requested that they give me a call to discuss this problem. I got a return e-mail telling me to call them. I called and talked to Karen and was told that the repair was scheduled for 19 Jan 08. I told her that was not satisfactory and I wanted to talk to her supervisor. I then was put into contact with Grace. She put me on hold and called to check on the parts. 13 minutes later she returned and stated that the part would be here Monday or Tuesday and a repairman would be here Wednesday to fix the washer. I asked for a date and she said the repairman would be here on 9 January 08. I asked to speak with her supervisor and was told that it would take 24 hours for someone to return my call. I'm waiting for that call. I want the washer fixed expeditiously or replace it with a new one. Grace said they would not replace it.
This is an electrical safety hazard.
Michael of Louisville TN (12/30/07)
I have had a Sears Kenmore elite washer for four years. It makes so much noise and vibrations, it will knock things off of shelves. The biggest problem is, everytime we wash clothes it leaks. Sometimes a few drops or a few gallons. We have called about this (no records) and talked to different people at Sears, and they say to replace the door seal. It is just my wife and I who live here and we don't do that much laundry. Now this washer is leaking about a gallon or more when we use it. We will be contacting Sears tomorrow. We can't live with this problem. I had an old side by side for 28 years with very little problems.
The downstairs family room has water damage on the floor and the ceiling. There is floor damage in the utility room.
Carmen of Miami Springs FL (12/13/07)
I bought a washing machine from Sear on November, 2005. On October 2007, the machine would not work properly. It would stop in any cycle during a wash with an OL error (overload). Sears has sent numerous repairmen, parts have been change from sensor, transmission, clutch, etc. After several calls, I was told by a service rep. that I needed 4 service calls, which I had more than that. Then I was told that when they say service calls it mean with parts ordered. I have four already. The last repairperson told me that their was nothing he could do for the machine. He would speak with his supervisor regarding this issue. Now, today 12/13/07 I am being told that another service person will be at my house on Tuesday 12/18/07. I'm upset because I have not been able to use my washer since October. By the way if I use it, I need to stand next to the machine to press the start button every time it shut off. I don't believe that is the purpose of a machine to stand next to it while it washes. I do not know what to do.
The frustration of having an appliance that does not work under guarantee and that has not worked since October 2007 and it is December 13, 2007.
Mercedes of Whittier CA (12/12/07)
Sears came out to service my washer and declared that my transmission was out and parts had to be ordered. This was on November 15th. The parts arrived about one week later. It took them several days to get back to me. They had to reschedule the first time after the parts had arrived. The following day, I was promised an 8 am appointment which did not occur. They showed up at 11:00 am. When the service man arrived, he discovered that there was a part missing and that part was on back order.
I have been without a washer for almost a month and it has cost me a lot of money (laundromat) plus to have someone at my house because they have a window of five hours; I've also spent my time having to track people to take care of this problem. It has absolutely been the worst experience ever. I will NEVER buy anything from Sears and will make sure people know what they are heading for. Hence, why I am sharing on this website!
Suzanne of Uncasville CT (12/02/07)
My husband purchased the Kenmore Calypso washer in 2003 and purchased the extended warranty and had nothing but problems. The codes CA and LD always come up. Now after 6 months of extended our warranty for another year, which is costly, the same codes came up again and was repaired this year. I am tired of being inconvenanced by having the machine repair several times.
Sometimes after washing a white cycle and then doing a dark cycle some of the clothes would get white bloches or turn some of the dark clothes blotchy. I am tired of having the machine being repaired and waiting for a repair person to come. I would rather have them replace the machine at no cost to me with a newer machine and not a Kenmore and of the same capacity.
Judson of Apple Vallley CA (11/29/07)
I purchased a Kenmore Elite, Oasis HE, Model 110.2708 Washer/Dryer Set in Dec. 2006. From the time we started using the washer, it does not put the recommended amount of water in the tub--it just wets the clothes, then starts washing; by not having enough water, the machine stretches and twists clothing. Depending on the fabric some things are torn, the twisting shrinks and hardens items such as underwear and socks. The Repair Center man stated "The washer is perfect; it will not make mistakes because it computerized. So if we come out to your home you WILL pay for our time even though you have an extended warranty."
We also purchased an electric range with the ceramic glass top, Model 790.9600 Series, at the same time, and when we turn on the oven, from the first time to today, it smells of oil and smokes a lot. It makes my wife very sick when I turn it on. When we call, Sears Repair, they don't even answer the phone. We have been customers for over 25 years. That's what is sad.
We have lost clothing, bedding and other washables, workable electric range, time and heart break.
Peggy of Benton City WA (11/24/07)
My husband and I purchased a Sears washer and dryer, Model H2E, in October of 2005. It was supposed to be the top of the line at that time. A few days after the warranty ran out, my washer broke down--would not drain the water. We had to wait until the repairman was in our area to fix the problem and charge us $100.00 on a 2-year-old washer. On November 4, 2007, I was washing a load of jeans and the washer locked up. I did all I could from what the manual suggested, but could not get the washer to unlock. I called Sears on Monday, November 5th and they said they would be out on November 13th, between 8 and 12.
After delays, waiting, and making many calls to Sears due to parts needing to be ordered that were not available, I finally, days and weeks later, spoke to supervisor, Tom. I told him I was very unhappy about how thing were being handled and that I wanted the washer replaced. He was very rude and he said that there was no way that Sears would replace the washer and HUNG UP ON ME. Here it is coming up on another week with out a washer. We had to take our clothes to a laundromat, costing $92. Now I am facing another trip to the laundry mat and another $90+ bill. Also the repairman told us that in order to work on the machine, WE would have to unstack them. If we could not it would take another six weeks for a service person to come out and unstack them. We have purchased many items from Sears over thirty years. After my experience with this, I will never set foot in a Sears store again.
Moyra Ann of San Juan Capistrano CA (11/23/07)
I am extremely upset with Sears. I purchased the HE2 washing machine on March 20, 2006 and just 18 months later it ceased to work and required a new Machine Control Board along with the requisite new pressure switch. Then I find that this washer has only a one year warranty. I find this completely unacceptable since the same machine made by Whirlpool and available at Costco is not only less expensive, but it has a two year warranty for the washing machine and a five-year warranty on the control board.
I have been a loyal customer of Sears for 39 years, buying washing machines, dryers, dish washers, sewing machines and I don't know what else. I can see in future I will have to shop around. I am a widow living alone and used the washing machine very little. I want refunded $280.88 plus $20.00 tip that it cost me to have the machine repaired and suggest Sears extend the warranty of the Sears-Whirlpool machine to equal that of the machines bearing the name Whirlpool.
Cody of Naperville IL (11/21/07)
I purchased a Kenmore Calypso washing machine when they first came out. They told us that if we did not like the machine in within one year, they would replace it or give us a new one if we had problems. In one year we were experiencing problems, the pump kept clogging. They did replace it with what they said was a better machine and a new pump design. However, within months we had pump problems again. Every year we had at least 4 to 5 repair calls with the machine being down for 2 to 3 weeks each time! We had a extended warranty to cover the repairs, but not all my trips to the laundromat. I asked Sears Repair to replace the machine many times but they would not. One repair man actually took the machine apart - literally every part! He was at my home for over 8 hours! Again and again I complained with no results. This machine also has a metal rim in the inside that cannot be repaired that has turned every towel I own into shredded rags. The towels get hung up on this metal rim and pulls all the threads in the towels. The service man told me there is no way to fix that problem. I Finally I talked to a supervisor who informed me that there was a class action suit against the machine, but I could not partake in it because I had an extended warranty. I asked to get out of the warranty so I could participate in the suit but she said I could not and would not give me any information about the suit. After the warranty expired, I called again for information on the suit because we were still having trouble with the machine. Sears Repair Service told me I could no longer participate in the suit because it had already be settled! I paid top dollar for this washer and dryer and had nothing but problems from day one. Sears gave me nothing but a run around everytime. I had water sitting in the machine for up to three weeks at times before they would come to repair it! By then it smelled so bad with mold growing on the inside, that I had to run the machine 5 times with bleach to get rid of the smell and mold!
Loss of use of very expensive washing machine. I had to do my laundry at a laundromat many, many times which cost me at least $300.00 or more. I had to pay to repair the machine after the warranty expired which cost me better than $600.00. Every towel I own is ruined at a loss of at least $500.00. And now the machine is broken again and the estimate to fix it will be over $600.00.
Shannon of Long Beach CA (11/19/07)
I purchased a new, front-loading washer/dryer from Sears. I was given completely false information about its functionality and the time it would take to complete washing and drying. I spent hours on the phone with Sears, alternately being placed on hold, explaining the problem and was disconnected multiple times. Finally I was told by another associate that the original information I was given was false. He placed an order for replacement machines but that order was lost. When I then tried to get the switch scheduled, I was told that I would have to pay a 15% restocking fee despite the fact that the items were misprepresented by Sears.
I have had to take time off work to spend hours on the phone with Sears and will have to take time off to have someone come and look at the items and then probably time off to have them switched out because the corporate office rep, Gracie, told me that the store will take no financial responsibility nor waive the restocking fee despite the fact that the items were misrepresented.
Jennifer of Syracuse NY (11/14/07)
I purchased a Kenmore front-load washing machine from Sears and paid over $700 for it. Suddenly one day about a month ago it stopped draining. I called Sears and was told that I purchased the washer over a year ago and didn't buy their extended warranty so I was going to have to pay to fix it. My options were to either have a Sears technician come to my home and diagnose the problem for $40 and then fix it myself or; have the technician come and actually fix the machine for what they estimated would be over $200 or; buy their extended warranty for $214 which would cover me for 1 YEAR. Of course none of these options sounded good to me since this machine is a little over a year old and I had paid a lot of money for it. I called Kenmore and Sears Customer Service and no one was helpful or could do anything for me. I spent a couple weeks pondering the situation and finally, after dealing with the aggravation of not having a washer at my house, I decided to just buy the extended warranty. So I called Sears back and was again told it was $214 until the rep suddenly realized I have a front-loader and said it was actually $299! I was furious. And of course there was nothing she could do. And this would only cover the machine for 1 year. I refused, felt I was being robbed, and hung up the phone.
I will not buy another appliance from Sears. Because of their horrible customer service, I've already taken my business elsewhere. Instead of putting another $300 into a machine that I have no faith in, I went to my nearest Lowe's and purchased a new washer. The NEW machine was $398 and I bought their extended warranty which was only $85 for an extra 4 YEARS. Sears is ripping people off and I just want to warn people and save them from the same fate.
Pamela of Tualatin OR (11/06/07)
I had a fairly new washer that broke down because of manufactures defect. It took them 39 days to resolve the problem. My complaint is with the way that they handled the problem. The promised me responses on several occasions but never called me to let me know what was going on. I always had to call them to get any resolution to the problem and had to push them to get things done. During this time I was also treated very badly by some of the people that I was directed to to solve the problem. I feel that a company that can not stand behind their products shouldn't be in business.
After several phone calls and many trips to the store that I bought the applicance from they finally agreed to give me a new machine but I was without a washer for 39 days with a family of 5. I have asked nicely for some kind of good faith compenstion for the inconvience of being without the washer but mostly for the way I was treated by all those involved in my discussions. The never call back performance.
Robert of Haddonfield NJ (10/26/07)
Bought the Neptune Washer and Dryer combination along with a new refrigerator from Sears to be delivered to in 2003. Was never notified by Sears or Maytag regarding the recall even though the machine model and serial number were registered with both Maytag and Sears. Why has there not been a class action suit against retailers like Sears who sold these products and never informed customers of the recall? They should also be held liable.
Dangerous mold forming on the inside of the washer. Was told by Maytag that they could do nothing but suggested a cleaner that would take out the mold. Bought the cleaner and it worked as well as their product. Not at all.
Elaine of Barrington IL (08/19/07)
I have a Sears Kenmore Elite He4t front loader washing machine. I have been having a progressively stronger odor come from the basin which reeks of mold. I have tried bleach loads on the sanitary wash setting. I have used Lysol inside the bin and left the door open when the washer was not in use. The odor persists and now transfers to my clothes.
Now, I do not use the washer unless I first run a bleach only sanitary load. This is a two hour process alone. I would like to have the washer I purchased do the job it was purchased to do. It does not.
William of Elmira NY (08/19/07)
We purchased a washing machine a little over two years ago. It broke down just a month after it was two years old. We called Sears and they said there would be a service charge to come and look at it. We called another service man to look at it and he said it was a spot weld that had come loose. We called Sears and they stilled said there would be a charge for their repairman to look at it.
We have e-mailed Sears several time and they respond by e-mail and say that someone will be contacting us shortly. This was started back in April or May. Since that time we gave up on Sears, we do not intend to buy anything at Sears again.
Bernt of Knoxville TN (07/30/07)
My wife and I purchases a Kenmore Elite Heavy duty model 2694 washing machine in February 2006. With two kids the washer is used a lot. In June 2007 my wife starting noticing rust spots on most of our white/light clothes after they had washed. We bought this maching because the sales lady ensured us that this would not happen. We contacted Sears and gave them the information and they told us that there was a manufacturer defect on the drum of this model. They told us that they would replace this for free but they would have to sent a repairman to check it and order a new drum. But the customer service person told us that the service call and the labor were not covered and they would charge us for both depending how long the man was here. My complaint is, if this was a manufacturer defect then why doesn't the manufacture pay for all the labor and service cost on the defect?
We have had to throw away numerous items because the rust spots will not come out after we wash them or treat them with Shout.
Linda of Appleton WI (05/12/07)
We purchased a Kenmore HE2 Washer from Sears in November of 2005. By August of 2006 we began to have problems and called for service in September. The repairman they sent out said he had never worked on that type of machine before so he didn't know what to do for us. After he placed a number of phone calls to other service people and finally to the main office, they diagnosed that the pump needed to be replaced.
The washer worked fine until April of 2007. We called again for service; this time we had to pay because the machine was no longer under warranty. The serviceman they sent also had to call in and ask what to do and again they diagnosed that the pump needed to be changed and we would need to pay for it ourselves.
They can't do anything for us because the machine is not under warranty anymore - they will however sell us an extended warranty for one year for $279.00. $65.00 for the service call. Another $227.00 if we want them to order the pump and send another repairman out to replace it - or, for $80, we could order and install the pump ourselves.
Lori of Apex NC (05/03/07)
Our Kenmore washer that was purchased just over a year ago was shaking violently during spin. We have the protection plan and I called to have it looked at. The repairman came and did some maintenance and said it needed to be placed on a piece of plywood. That seemed to reduce the shaking. Two weeks later the whole liner collapsed and flooded our laundry room, damaging the floor. They came out again and fixed it again. Two weeks later (yesterday) the liner collapsed again and flooded our laundry room again. I cannot get anyone at Sears to help me and even was hung up on. I don't know what to do.
Mary of Dubois PA (04/12/07)
I purchased a Calypso washer and dryer in 2003. The washer has given me problems from the beginning. Since the washer was designed to operate differently than a conventional agitating washer I thought that it worked the way it did was normal. When it had become completely dysfunctional I called Sears in to repair it. I had called Sears to get warranty information or assistance with the repair costs. Sears was very evasive and transferred me from department to department until after 6 phone transfers someone gave me the Calypso line and thought they might be able to assist me.
I filed all of the necessary papers to get compensation for the defective washer so that I could purchase a replacement or repair. Since October I have faxed the claim form twice, mailed the original and again mailed a copy of the original form and have not gotten a single response from Calypso. My washer is completely gone. The repairman from Sears estimated repair costs of over 600.00. I cannot afford to repair a washing machine that is defective. I am not looking for some huge settlement, I just need to have a good reliable washing machine, which is what I trusted Sears to sell me.
Jennifer of Yardville NJ (04/09/07)
I purchased a Kenmore washing machine from Sears 7 months ago. It was not spinning propery so I called customer service a technician was sent. He pushed the on/off button a few times and opened/closed the lid a few times and told me nothing was wrong. The next day it happened again so another technician came out a week later and said he needed to order a part (neither technician actually took the machine apart to look at it.) The part came in and was installed and now the machine does not work at all. I called the technician that installed the part and he said he would not come back out because Kenmore is not a quality product and the washer can not be fixed. Sears insists on sending yet another technician to look at it. If the washing can not be fixed on this 4th visit they will give me a credit towards another machine-not a new machine and not cash back to go somewhere else. The people who work for customer service are rude and do not care about customer satisfaction at all. When I ask for a supervisor I am told there are none there and when I asked for the phone number for the main office in Chicago I was given a wrong number. So much for quality Sear's products.
Danny of Albuquerque NM (03/21/07)
We got this washer 2005, and any time we wash rugs or towels or anything that has a lot of lint the pump goes out and has to be replaced. When this first happen we called the Sears repair service, and the stated they do not work on calypso washers and we had to call a independent repair shop. They repaired it three times inless then 2 years. One repair guy told us these washers are a huge problem. and we should get rid of it as soon as we can.
Laura of Hatfield PA (03/16/07)
I purchased a Kenmore Calypso Elite washing machine approximately 3 years ago. This fall Sears sent a repairman to take care of a draining problem. Since then the machine is no longer quiet when it spins. It makes such a racket and moves all over the place. This machine did not do this when I first purchased it.
I spent close to $400 to get this machine repaired and now it has another problem.
Teresa of Hastings MI (03/10/07)
We purchased a Calypso washing machine and drier from Sears in 2004. They delivered and put them into our basement. After about a year we started noticing that it was getting louder and the washing machine vibration was shaking the whole house. We went to Sears and asked if there were any known issues with this washing machine and was told that this was normal and that by putting the machine either on wood or a rubber mat it would help to alleviate the vibration. We've tried the rubber mat and it didn't help. Since this time our machine is not performing as it once did. Our clothes are coming out with streaks and spots and the vibration is so bad that it knocks it off balance.
This washing machine has ruined clothing. It takes longer for it to wash and it is just terribly noisy.
Joy of Altamonte Springs FL (03/06/07)
I was told the washer/dryer unit I ordered was available for delivery as early as March 7, 2007. Based on this information I scheduled a delivery for March 9,2007. I received an email confiring the order with a delivery date of March 23, 2007.
I am unable to wash/dry my clothes at this time. This provides a hardship for my family
Linda of St Clair Twp MI (03/03/07)
I purchased a Maytag Neptune washer and dryer in Nov. 2004. I first started having trouble with the washer on Aug 19, 06. I did buy the extended warranty however that didn’t do me any good when I was left without a washer for 4 1/2 weeks. I called for service on 8/21/06. The soonest they could get to me was 8/29/06. Then I was told that it would be 10 days before I would receive the part needed. Then I receive another call from Sears on the evening of 9/6 telling me that the part is not available and it will be shipped on 9/18. During this time I am begging people to please do something to help me. Then a friend of mine went on a search for the part needed and found that there was a National shortage. Sears came for service on 2/19/07 washer not going into spin cycle. Not all loads, so service tech says I’m not putting the right amount of clothing in. Does a few code checks and tells me it should be okay. Call if there is a problem. By Sunday 2/25/07 washer not spinning most cycles. Sears back out 2/26. Ordered new panel. Returns 3/1/07 new panel not the problem. This time two techs come to do service. After an hour or so of trouble shooting and talking to different folks on the phone, including Maytag decides they’ll change the clutch. They really don’t know if that is the problem. They are scheduled for 3/6/07 if part arrives.
Keith of Farmingville, NY (02/20/07)
I purchased a clothes dryer on 8/25/06. On 1/15/07 it stopped working. Sears has tried to repair the unit six times and everytime the service tech comes to my home he says he does not know how to repair it so he keeps ordering parts. They have spent over $3400 on parts and labor to fix a $900 machine.
I have been without a dryer for six weeks and they will not replace it. I have called customer service and they said I have to go to the store. When I do that, the store manager says I have to go to customer service.
Leslie of Houston ,TX (11/29/06)
I bought the Calypso washer in 2003. This August it started to malfunction. I've had a repairman out FOUR times since then.
I bought the warranty because the repairman told me that this machine has A LOT of problems and could cost a lot of money to repair. Sears won't replace the machine until a part (the same part) has been replaced 4 times in a 12 month period. The repairman said he gets in trouble when he reports the machine as a lemon.
So what kind of Mickey Mouse operation are they running? They will pay thousands of dollars to repair a peice of junk before they replace it.
David of Churchville NY (11/28/06)
Got into your website and was amazed at the number of complaints regarding Sears. Sad that in a world when there is so much competion today, they would make every effort to address issues and problems and most importantly customer service which as most of us know is nothing more that attitude. After reading about the many complaints regarding front load washers, especially the one from Dave of Ambury, Ma.
I checked mine out and sure enough this guy is right, found the outer drum dripping water during the high speed spin cycle. I changed the setting to the lower spin and although it did not spray water like before it still drips. I contacted Sears at their corporate office and told them they could learn allot by reading the information about them in the various consumber websites, more importantly Sears should get Frigidaire (who builds this front loader series for Kenmore) involved and get the problem corrected for people who bought Sears in good faith and has to be aware that there is a problem and turn it into a win/win situation rather than intimidating people by not responding or asking a repair cost of twice the cost of the machine but, I guess that makes too much good common sense.
For one that has supported Sears for many years, I have learned some valuable lessons about their history of communication with customers and problems with products.
Athena of Shasta Lake CA (11/14/06)
I bought a brand new Calypso Elite washer and dryer from sears. I have nothing but problems with the washer. It leaves black streaks that will not come out of my clothes. I ended up buying the extended warranty when i started having problems with it. My regular warranty was going to be up when they came out to fix it the first time. They have been out six times but unless they change a part the Three visits doesn't count for their Lemon Law. They are just guessing and can't fix the problem.
The washing Machine has damaged $600.00 in clothes over the six months. Sears will do nothing about it. I am very irritated and just want my washer replaced and refunded money for the clothes it has ruined.
William of Woodcliff Lake NJ (11/07/06)
Stackable washer and drier {less than a year old} on second set of service calls has broken washer spindle, housing asembly. {Flooded our second floor bathroom, and ruined some clothing} The first time service people had to tighten and adjust the trundle which apparantly wasn't tightened properly on install by Sears. Now a few months later we have no washer, and the tech this time questioned what was done on first call. When searching on the web it is apparent that Sears denies problems with these products. Wish I had stayed with the GE we had for 13 years without a problem until the bearings went.
Laura of Madison Heights VA (11/07/06)
Purchased a washing maching in 2003. The washer will not operate properly. It will stop in the middle of the cycle and you must restart the machin to finish your load of laundry. The repair technichians have been out to look at/ repair it at least 6 times. the last time being the poured a 1/2 gallon of bleach in it to clean it out? According to Sears they must repair at least $1500 or declare it un-repairable.
The was machine was bought for $600.00 so repairing it for $1500 is unheard of. Why the techinicans wont declair it un-repairable is unclear to me .If they cant fix it to run properly that shoud declare it un-fixable. I called the store Manager and spoke to him told him my problem, and I felt like the problem wasn't beeing taken care of, he was susposed to pull the file and call me back. That was 3 working days ago. I still havent heard back from him.
Allen of Richmond KY (09/30/06)
I purchased a new HE4 washer and dryer from Sears and within 4 months the dryer was broken. I was cut off 4 times while trying to schedule an appoiment to have it fixed. The repairman had to order parts to fix the dryer on Wednesday September 27, and said he would be back Friday 29th to fix. I took off work early and waited at the house all day and no one called or showed up for the appointment. The following day 30th I called to see if it would be repaired and they informed me no appointment had been scheduled and it will now be Monday before someone will be out to fix the dryer.
I have lost time at work twice, to be available at home when a repair man arrives. I have also had to take my clothing to a laundry mat and use my vehicle and gas to get there.
Lindsay of East Fallowfield, PA (08/26/06)
We bought the Kennmore Elite Calypso washer in June 2003 based on Consumer Reports high recommendations. We bought the extended warranty and have had it repaired at least eight times in three years. We're now going on nine because the water will not drain this morning.
Problems include: black stain streaks on light clothing (at random, which are not removable); LD and CA errors; fabric softener does not drain properly and the cup gets moldy as a result, clothes go in dirty, come out just as dirty; towels have a moldy smell.
Chris of Myrtle Point OR (08/07/06)
We bought a new Sears HE2 washer/dryer and dishwasher less than six months ago. The washer control board quit functioning. We called Sears service and it took them one week for the service representative to appear to check the unit. The technician discovered that the board was bad and needed to be replaced. He did not have the part with him, had to order it from Sears, and has scheduled the board installation three weeks after the initial problem occurred. The bottom line is that we will not have the use of an almost brand new washing machine for three weeks, will have to spend one hour travel time to/from the closest laundromat, pay to use those washers, and spend the time waiting for the clothes to be washed. What a ridiculous service setup Sears has (not to mention a malfunctioning almost brand new appliance.
Jenny of Castle Rock CO (06/15/06)
We purchased a Kenmore Elite front loading washer approx. 2 years ago. We are moving, the movers recommended that we get a moving kit for the washer, which is 4 bolts with some packing materials to keep the drum stationary during shipment. After many phone calls to Sears I finally found someone who knew what I was talking about only to be told that this kit costs $80! These bolts are included in the washer but were removed and taken by the delivery person. We had no idea we would need them later.
We have not yet decided what course of action to take- If we will suck up the cost to keep our $1000 washer operational or take the chance and move without the bracing. I just want others to be aware of this hidden cost. Save your bracing bolts when your washer is delivered, this goes for all front loading washers!
Rebecca of North Pekin, IL (05/15/06)
I purchased a stackable Kenmore washer and dryer in Feb.2002. I live by myself so your looking at a load of laundry a week.
When I needed service, the repairman quoted me a price of $564.29 to repair my washer due to the transmission, that he said was shot.
Now tell me that a Kenmore washer and dryer only lasts for 4 years - that's all? I guess if I was a family of 4 or more it would of only last 2 years. What a rip off!
Michelle of Saint Albans NY (03/26/06)
Sears Valley Stream, NY I went into Sears with a picture from their website of a laundry center I wanted to purchase. Salesperson took the picture, rang up my order and I paid in full by check. After waiting two weeks for delivery, when the driver arrived he had the wrong model. I refused delivery and went to the story. When I arrived I asked to speak to the appliance area manger (as instructed by Sears National Customer Service).
I waited 25 minutes for him to come out of the office and speak to me. I spoke with manager in the the appliance area (Anthony) who told me that it was my fault, I gave the wrong number to the salesperson, etc. I showed him the printout I had orignally brought to the store. He said for all he knew this wasn't what I had showed his sales person. When I asked "Isn't the customer always right?" He said "I'm right in believing what I want to believe?"
After a few other rude exchanges, he then told me there was nothing he could do -- I'd have to wait 10 days for them to process the return and receive a refund check. I then spoke on my cell phone to national customer service who said they did not have in stock the laundry center I had originally requested. I left the store. I received the check from sears about a week later and deposited. IT BOUNCED. I called the national customer service center and was informed that they had stopped payment on all refund checks nation wide and I would have to wait for the store manager from the Valley Stream store to get back to me as to how they would rectify the situation. I AM STILL WAITING. The item was returned on March 8 its March 26th.
Nancy of Ocean City MD (02/19/06)
Last spring I bought my second set of the same type of washer and dryer.
This time they were installed by Sears at my mobile home in Ft. Myers. Soon after installation I returned to my home up north. The appliances were installed as stackables and it was obvious immediately that they needed attention because everthing in my living room vibrated to the point that I had to remove all glassware from shelves and tables when I used it. There was no time to correct the problem until I returned in the fall.
Sears service came out and found it was not level, graciously corrected that problem and suggested I call the store to have the appliances put side by side because they still vibrated a lot but not as bad. The store said I had to phone customer service. The number they gave me was a long distance private residence in Naples, FL. The poor man has been harrassed with Sears phone calls. When I found out it was 800 I phoned. Customer Service told me that I would have to find my own source for putting the units side by side since it had been over 30 days since purchase.
I'm back north now until April 15th.
Kevin of West Lebanon, NH (11/19/05)
I have now received the second faulty Kenmore Elite washing machine. The first machine was purchased on 11/05/05, delivered on 11/14/05. That washer would not move beyond the agitation/washing cycle. The first time I used it I loaded the clothes and left for work. Eleven hours later, it was still agitating and some expensive clothes were ruined.
Sears delivered another machine on 11/19/05. I loaded this machine but after the final spin cycle the tub was full of water. I ran it again on a different wash cycle and had the same problem.
Sears told me there would be a 15% restocking fee to return the washer!! This has been the worst consumer experience I've ever had.
Brian of Church Hill MD (1/4/05):
I have been a loyal Sears customer for the past 44 years but I am now terminating all business with the Sears organization because of a total lack of satisfactory customer service. My wife was recently diagnosed with terminal lung cancer and I am in the process of remodeling our home to make things a bit easier both on her and me. We decided to purchase a Kenmore HE3t front load washer and a Kenmore HE4t front load dryer. The units were delivered to our home within two weeks and the delivery people were very professional and courteous.
However, it turned out that the dryer would not fit into the space available because the rear dryer hose caused the unit to sit too far forward, thereby preventing the door from closing. We had to order a side-vented model which was to be delivered on Thursday, 30 December 2004. The day after delivery of the original washer/dryer, we tried to do a load of laundry, but the washer unit malfunctioned and would not get past the rinse cycle because of insufficient water supply. We called the store in Dover, DE, where we purchased the set and they told us that a repair technician would be out on Tuesday, 4 January 2005, to effect repair.
On Wednesday, 29 December 2004, we received a computer generated telephone announcement to confirm delivery of the replacement dryer for the following day between 2 and 4 PM. The morning of the day the dryer was to be delivered, my wife was in distress and I had to take her to the Emergency Room in Annapolis, MD � a trip of 35 miles. She needed a series of treatments and it quickly became apparent that she would not be released in time for us the meet the delivery truck on time. So, I left her at the ER and returned home to be there for the delivery. I told her that I would return to get her as soon as the dryer was delivered.
At 3:55 PM, there was no sign of the delivery truck so I called the store in Dover to check on it. The reception I received was curt and totally unhelpful. I was told that there has been an error at the warehouse and that one of the parts I needed had not arrived. The woman told me I should have received a call informing me of the fact. I stated that the only call I had received was to confirm the delivery and that, when I called the delivery number earlier, I still received the message that delivery was scheduled for between 2 and 4 PM that day. She said that there was nothing she could do since the delivery had been cancelled until the ice maker arrived at which point I asked her how many Sears dryers required an ice maker. Again, totally unsympathetic, she said she couldn�t do anything and that we�d have to wait another week for delivery.
I informed her that this was unsatisfactory and that I shouldn�t be penalized for something that was not my fault. I then asked to speak to a supervisor and was placed on hold for 10 minutes. The woman came back online and informed me that the supervisor was not available and would have to call me back. I gave my number and was assured that it would be given directly to the supervisor. After waiting another 30 minutes, I gave up and left the house to get my wife who, by now, had been waiting over 3 hours for me to pick her up. My wife called a different number when we got home and the woman she talked to was very cooperative. The woman indicated that Sears had �really messed this one up� and that we could expect the dryer to be delivered within the next few days and certainly before the repair technician was due on 4 January.
On 3 January, we still had not received the replacement dryer and were informed that it would not be delivered until 7 January 2005. The technician arrived as scheduled on 4 January and discovered that one of the water hoses had been pinched during installation which is what had caused the water supply problem. Despite the sa | 
