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Sears Kenmore Appliance Customer Service

Jeepgod2002
I just wanted to share this experience Im having:

In November 2005 I purchased a new Kenmore Ultra Wash Dishwasher from the local Sears store. I also opted for the in home installation.

Last week while arriving home to work I pull my Jeep into a wet garage with water dripping from the ceiling (kitchen directly above my garage), I traced the drip to the location of my dishwasher. Thinking I may have a loose hose or bad connection somewhere I turned the water off and investigated. Once the dishwasher was pulled from the cabinet, all connections were fine and the leak was coming from a faulty electronic fill valve spraying a constant mist of water.

I contacted Sears Warranty information on the web, then was contacted by phone. They scheduled a technician to come to the house friday and fix whatever was wrong. Sounds good right?...WRONG, Sears then informed me that I would be responsible to pay up front for the service call ($75-$125) but they would reimburse me for that charge; however, since the product was out of warranty I would be responsible for paying for whatever parts was needed.

I told the lady, I already know what part is faulty, and its a simple fix, so just send me the part (that costs $36) instead of sending the service technician and having to reimburse me. Basically, instead of Sears spending $75-$125 they spend $36 and have a happy customer. They would not hear of such an idea, and I told them I wouldnt contact them again because I would no longer be a customer of Kenmore appliances.
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Comments

21 comments

Date Votes
  • ljwrench
    That's why I got rid of my Craftsman riding lawnmower. It died on me and I troubleshot it to the ignition. I went to our local Sears store to order a part. The lady working there had no clue. I told her I needed a part for the ignition (I don't remember what it was) and she was looking in the Cylinder section of the parts book. She didn't have a clue about what I needed. I went home and got rid of it and bought a Deere.
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  • Rockatansky
    You both are such horrible customer, if I were Sears Co. I would fire you as customers. [}:)] How dare you complain!
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  • ljwrench
    I fired myself![:D][:D][:D][:D]
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  • qsecofr
    I had a similar account with a Sears refrigerator. It is a long story but the point was exactly the same as yours. The customer service had no idea how to help me over the phone. I would tell them what part I needed and that really threw them off. I ended up going to another parts supply store to get what I needed.
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  • A J Christ
    Bought the wife a new Sears reefer a few years ago. Got the extended waranty at the same time. While still under warranty, it stopped working, called Sears. They informed me that it would be at least 2 weeks, maybe 3 before they could come and look at it. Neighbor fixed it (fan motor controller) for $75.00.
    Got a cook top from them, worked good for a week and died, it took them 2 months to fix it and only after I called them and had a couple of prayer sessions with them, the last one was with the folks in the head office in Chicago, that worked best of all.
    You won't see me in Sears anymore.
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  • Permanently deleted user
    I bought my dad a Craftsman compresser about 1 1/2 years ago. after 6 months or so (i did not get the extended warentee) the regulator went bad.

    Sears replaced it for no charge no questions asked.

    Also he got a bad inpact gun (I got the air tools with a package deal with the compressor). They did not have the same gun in stock so they gave him a new one of twice the power no questions asked.

    I think alot of it has to do with which sears you are dealing with.
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  • dongizmo
    The guy across the street is a sears repair guy, I never have problems with my sears appliances[}:)][:D]
    Don
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  • buschmaster
    my sears always worked just fine with a good cleaning and a little rem oil.
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  • jimbowby
    [8D]Well you know, everything has to be ELECTRONIC now--

    --I've always used Kenmore products-since the 60's, I had a Sears Kenmore side by side fridge from 1984 to 2005--never any problem--

    --Got a new one because of color coordination in kitchen, the Sears salesman sasy "Kenmore is still pretty good, but you ain't getting 20+++yrs of service anymore--Bummer

    --[:p][:p]--JIMBO
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  • Jeepgod2002
    I had just bought my first house, and this is the first major appliance I have ever purchased. I wanted to eventually replace all the kitchen appliances with new modern ones mostly for cosmetic reasons. Truthfully I'm not that upset that the dishwaser has the issue because I understand that "things just happen", but im very dipleased in how their customer service handled it. It just doesnt make good business sense and its going to affect my future purchases.
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  • glyn
    Seven years ago purchased all new kenmore appliances,dishwaher,washing machine,dryer,fridge freezer and a 14 cuft chest freezer.I have had to replace all of them.I wont buy anything in sears or k-mart.
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  • Warpig883
    It makes no sense to ask a customer service person to sell you a part over the phone when all the Sears parts buying is now done online. Just go to the website and type in you model number and pick out the part from the illustration and a few days later it is at your house.
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  • SCorvers
    My parents bought a new Kenmore refrigerator in spring 1967 and that POS is still running.[:D]
    Yup. Don't use the phone. Pooter or face to face for Sears service. Look for the ol' retired guy behind the counter. He's the one that knows what's going on.
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  • sig232
    Check with Lowes they are the number 2 in appliance sales!
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  • Rosie
    Just about all the appliances in my home are kenmore and allways have been. very few problems. I keep all service and parts manuals and on the rare occasion when I do need a part that parts list comes in handy. Instead of saying, "I need that thingy that goes on the thing-a-ma-bob" just say I need part number 26004. Works for me.
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  • SuburbanNoize
    quote:Originally posted by A J Christ
    Bought the wife a new Sears reefer a few years ago. Got the extended waranty at the same time. While still under warranty, it stopped working, called Sears. They informed me that it would be at least 2 weeks, maybe 3 before they could come and look at it. Neighbor fixed it (fan motor controller) for $75.00.
    Got a cook top from them, worked good for a week and died, it took them 2 months to fix it and only after I called them and had a couple of prayer sessions with them, the last one was with the folks in the head office in Chicago, that worked best of all.
    You won't see me in Sears anymore.


    Apparently, Walmart has reefer, And its On Sale! i think it was 2.77!
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  • HandgunHTR52
    This is why you should all by GE Appliances!
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  • r1racing
    I have had nothing but positive experiences with sears customer service. I bought a used (demo) lawn mower from them last year and went through 3 engines then they gave me a brand new mower. 2 years ago i bought a gas grill (with no warrenty)and it fell out of my pickup on the way and they gave a new one no questions asked.
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  • JamesRK
    I've had mixed luck with Sears, but when I am patient and don't give up, I've always been able to get stuff fixed or replaced. The manager at Danville Sears told me once he wished I'd buy my tools somewhere else. I told him I was going to keep buying from him until I got something that worked.

    Customer service at South Boston Sears is excellent, but that is a franchise Sears. Locally owned with the Sears name. I bought a 6.5 HP weed trimmer at Danville that kept throwing out oil. I took it to South Boston and they sent it to the repair facility. When I got it back they hadn't disturbed any of the crud on the engine. It still threw oil. I took it back to South Boston and told him I didn't understand how they could fix an engine without moving any oil or grease. He sent it back and this time it came back clean but still threw oil. I took it back to South Boston and told him I thought it would take more than a cleaning to fix it. He gave me a new weed trimmer. No problems with the new one.
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  • Jeepgod2002
    quote:Originally posted by Warpig883
    It makes no sense to ask a customer service person to sell you a part over the phone when all the Sears parts buying is now done online. Just go to the website and type in you model number and pick out the part from the illustration and a few days later it is at your house.


    I understand; however, when you go to their warranty section on the parts online page and send the email, they respond by calling you.

    My point was not "to buy or not to buy" the part, but rather the nonsense that they were willing to send a technician and pay for the service call. But when I told them that a technician was not necessary and they should just pay for the part, which saves THEM $90 or so dollars they refused. Bad business in my opinion.
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  • Alpine
    Here in Alpine we redid the kitchen about 3 years ago. All new GE Profile appliances. The microwave over the stove didn't like the heat from the stove and a little plastic cover on the back side of the handle came off.

    Hey a little plastic piece can't be more that $50.00, right?

    Well they will only sell you the whole $250.00 handle even though the plastic part is separate.
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