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Sears Washers & Dryers

Sears Appliances • Dishwashers • Ovens & Ranges • Refrigerators • Vacuum Cleaners • Washers & Dryers • Water Softener --- • Special Offers • Maintenance Agreements • Other Sears Complaints

Sheila of Orlando, FL September 14, 2009

In March 2007 I purchased a Kenmore He2tPlus washer and dryer for Kmart, a Sears Holding group company, in Orlando, Florida. In July 2009 the washing machine beeped me awake at 4:30am! It was not even powered on. I noted a red light flashing above the 'controls locked' button. I pressed the cycle signal button but the machine kept beeping.

Online I learned that I should hold the signal button in for 4 seconds. I plugged the machine back in and did so - but it still beeped. I was able to wash clothes with the machine successfully - but all the while this incessant beeping! I hired a repair service and the repairman told me the motherboard and the central control unit were both bad in this machine and would need to be replace - for a total repair bill of 600!

At purchase I paid 700 for the whole machine! He recommended another brand to replace the machine (he was not a salesman, just a repairman). He did not run the the tech diagnostic because he did not want to charge me for another hour of service repair because he knew if the motherboard was going out it would not show repair codes. Later my husband and I tried this and the machine would not show codes. I am out the 700 I paid for a new machine plus I now must spend another 500 or so to replace this machine. The service call was 49, with a coupon form the shop.

Sheri of Reno, NV September 9, 2009

Earlier this year, our Kenmore front loading washer went to a function code that caused the washer to stop shortly after a spin cycle within the last 4-5 minutes of the full cycle. In order to get the machine to reboot, we would have to clear the code and then it would kick back to the beginning of the rinse cycle.

After reading blogs regarding complaints with these washers, I removed the top lid and after unplugging the machine, I removed each electrical plug and then put them back into place. I had also read that the circuit board shook so much during a spin cycle that it needed to be more secure. I used a simple plastic lock tie to make it more secure. We were able to continue using the washer for several months. However, when then started to get a door lock code. Depending on the mood of the washer, sometimes it would work and other times it would not. Most of the time...not.

Finally, we were not even able to close the door, so we had to call for service. 250.00 later, we had a new door lock. The repair man wanted to began a test wash to be sure all was well. Of course, it wasn't. I then told him how I had previously unplug the connectors and/or would push on them to make sure they were secure. After he did a few of those, wow, the washer worked. So we pay and he is gone.

Later that week, once again we began getting the door lock code. Obviously, it cannot be the door lock since the part was brand new. Once again, I removed the top of the machine and followed the wires from the door lock up to the back panel. There is one particular connector to the right back of the machine that seems to jiggle lose. I have now added a piece of electrical tape to keep it secure.

Hope this helps anyone that might be able to do a little home repair on the incredibly expensive piece of junk washer. I should have believed the salesman when I first purchased the set that appliances are not built to last more than 8-10 years. I was buying a Kenmore!! I was raised with the same Kenmore washer/dryer and dishwasher! How could they be junk?

wayne of Hanford, CA September 7, 2009

I purchased a Kenmore Elite HE 4t Washer # 110.459814001 and Kenmore Elite 4 # 26 55842 400, Dryer from the Hanford, CA, Sears Store, from J. Wright, December 2004. and installed by us January 2005, to replaced my old Kenmore Washer and Dryer, products that was purchased in 1984.

August 2009, the washer #8182247 Basket, has (POP MEDAL REAR THREE SUPPORT (hub) BRACKET that are attached to the back side of the basket with # 8181666 Tub, Rear (PLASTIC), and # 8181665 Tub, Front (PLASTIC), covering the basket: some of the POP MEDAL crack and demolish into small and large fragments, destroyed the back of the basket with a large 3 x 3 indentation, and scoring the front tub, and destroying the plastic into tiny fragments, and almost placing a hole in the back tub rear. I do have Pictures.

For the price 2651.07, I paid in December 2004, for these appliances I expected these appliances to last more then 4 1/2 years, more along the lines of 15 to 20 years. We have talked to appliances specialists, they said, "can't work on any of them, doesn't matter what brand, these front loader r a piece of junk" Why use a Steel Tub with Pop Medal? This is a manufacturer problem, NOT MINE, I am now with out a Washer!

3:50 pm I received a call Monday August 31, 2009 from Leanne Customer Solution, she informed me I have a case # attached to the correspondences and to inform Customer Solution to use the case # to pull up the correspondences. Leanne refer me to Christy: 4:05 pm, Christy- Customer Solution, I said I have a case #. Christy said, "I don't know why she gave you a case #." I respond, it is attached to my letter and Sears correspondences. She was very unprofessional to me. She refers me to Jade.

4:10 pm Jade @ Customer Care, I informed her about the case #, she said I don't need the case # , and refer me to Abby @ 4:15 pm, Abby Recall Department, I informed her I have a case #, she didn't want it, she ask for the make and serial # for the Kenmore Washer, she search the data and they have no recall on the washer and refer me to Roland

@4:45 pm Roland CIT Customer Interaction Team ext # 1417 management said I don't know why you were refer to this department and didn't want the case #, and also refer me to Jessica. 4:48 pm spoke to Jessica and she refers me back to Customer Solution Stacey. 4:50 pm Stacey Customer Solution management. I said I have a case #, she didn't want it, inform her of the situation, she reply, we can send a Tech out at a special price 129.00 for labor only and parts were

in addition I was inform early in conversation certain parts were under warranty and some parts were not, I gave her the parts # we needed, and she couldn't tells us what was on warranty and not on warranty. Stacey informs us only the Sears Tech could. Phone conversation lasted about 20 minutes. We feel Sears, Roebuck, Company is giving us the run around, 1½ hours on the phone with no results, we want resolution!

Bob of Aloha , OR September 5, 2009

I purchased a front loader washer about four yrs ago. It started shaking and making a loud noise. Sears sent out a repairman to look at the unit. The service tech informed me that the bearing in that unit would costs 550 to replace and suggested that I purchase a new unit. I am a journeyman HVAC Service Tech and could easily replace the bearing myself. I purchased the bearing and removed the back panel of the unit. I found the rear counter weigh laying on the bottom of the unit. The spider-web pulley was damaged and the tub also. When I inspected the unit I found that the mounting bolts had never been installed in the unit.

I called Sears and they sent out a Tech. He inspected the unit and confirmed that the bolts had been left out of the unit and that the rear panel in the unit was all that had been holding the weigh in place and it finally fell out. I took pictures and he informed his office of his findings. They offered me a 250 labor credit, but the parts would costs at least 350 if there wasn't any other damage to the unit when the weigh fell. I told them that this was unacceptable.

They gave me a number to call. I got a voice mail and left a message. Five days later, I called again. Three days later I called again and in the afternoon I received a call from this consumer advocate for Sears. They basically called me a liar. The lady told me that "Do You really expect me to believe that it just fell out after four yrs. I told her that her own service tech inspected the unit and could see that the bolts had never been installed. The bolts go through molted plastic and they would definitely leave some kind of a mark after four yrs if they had been installed. She told me that they would do nothing for me and that I would have to seek satisfaction through civil means.

What A Company! I have sinced report them to the BBB and am extremely frustrated over this situation. The tech told me that the average life of this unit is 12 to 15 yrs. When I bought the unit it was represented to me as having all the parts. I am closing my Sears acct that I have had for 27 yrs. I don't know what else I can do. Thanks for this avenue to vent my frustrations over this matter.

Adrienne of Duncan, OK August 26, 2009

I placed a repair request with American Home Shield for repair to my Kenmore Elite front loading washer on or about the 3rd of August, Sears schedued me for repair on the 11th of August. They came and ordered a part for my machine, told me it would be delivered to my house by the next scheduled repair date 20th of August, they cancelled the appointment for that day due to an employee calling in sick, and re-scheduled me for the 25th of August, Today as a matter of fact.

The repair man arrived and told me he did not think the part he was going to install would work, he said that the tech he has to clear the repair with did not listen to his evaluation and that he has to replace this part first. So he replaced the working piece of equiptment and tested the machine, during that time the new part shorted out, and he called his tech advisor, now he has ordered the replacement part and the part he broke.

He has re-scheduled me for the 1st of September at which time I will have been with out my washer for over a month, also he put American Home Shield on the phone at which time they offered me 300.00 to add to the cost to replace my washer, which is by no means the replacement value. I declined that offer at which time the Sears repairman stated that eventually they will just refuse to approve the repair. Also they will only come to my town on Tuesday & Thursday between 8-5 Thank you for your consideration in this matter.

Laura of ronkonkoma, NY August 25, 2009

I have owned this Kenmore washer since 2003. The first time it broke was only 14 months after i bought it, of course, it was out of warranty. The technician who fixed it said i should not be without a warranty because this machine will brake again. Since then i have had 9 service calls but this last one has been the worst of all. It took 5 different technicians 4 calls to finally fix ( i hope) this washer.

We have been getting the run around from Sears service from their customer service reps who you call for repairs to the technicians who are incompetant for four weeks. Not one person I spoke to at Sears has authority to give a customer who has been waiting for 4 weeks for service any satisfaction. I will never even step foot in another Sears store nor buy another product from them. Where I live and hopefully where you live there is more than just Sears stores to shop.

Kien of San Francisco, CA August 22, 2009

Came by the house to fix a 2 year old washer that is making noises. Tech was able to tightened the 4 shocks at a flat rate of 129.00, but when he ran a diagnostic test the system now indicates that there is an error F 28. Cam back 4 days later and he called tech support for further assistance and now the tech assistance informs the repair tech that F 28 is a motherboard problem and needs replacement. Now we are having to pay approximately 331.00 for parts (180 and labor 129.00 and tax).

karen of escondid, CA August 21, 2009

bought a front loader to save water, my clothes smell of mold. My washer is 6 months old. Used the product that sears suggested. It worked for a while, now it doesn't. Tech came out told me there was a product he had but couldn't give to me that works, doesn't know where to get it, and there is nothing I can do about the smell. That he knows more about washers than i do.

Went to Sears store, waited on phone 23 minutes to speak with customer solutions and was told there was nothing they could do. I was past my 90 days, even though I have a year warranty. they won't even come pick it up. I have spent more money on buying new clothes than saving water. The smell is horrible!

donald of prague, OK August 20, 2009

Bought a dryer in Jan this year and a washer in May this year.....Their office lost one rebate letter and said I didnt fill the other out correctly and the best they would do is a 50 gift certificate...Unable to speak to District Manager as he has a person between him and me and he said sorry, we dont do rebates in this department. As it stands I lost 130 and have very little chance of recovery.

Deborah of Aptos, CA August 17, 2009

I bought a Kenmore Elite washer with Calypso wash motion, top loader in 2003. I paid 899.99 for it and have had nothing but trouble. Someone has had to come out and fix it 2 or 3 times a year, but never 4 times a year so that the warranty will cover a replacement. I heard that the model was discontinued because it was a faulty design. Last week the maintenance man said it would cost 572.00 to fix the sensor smart electronic control panel!

The warranty gave me several options, the option I chose was to have them give me a voucher to put towards a new washer. I do not know yet the amount of the voucher because it is being audited right now. They better give me the full amount which is 500.00 . I think if someone buys a LEMON that has been discontinued, they should replace it with something that actually is a reliable appliance!FURTHERMORE, even when it did work, it never got the cloths very clean! I have always bought Kenmore appliances. This was a really expensive machine and I thought I was getting something extra special. I think Sears should replace it for me. With the voucher, I'm obligated to buy from Sears again.

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