Sears, Roebuck and Company (Sears.com) Complaint

I would like to file a complaint...

Reviewed by MeeraLakhani
Please Improve

I would like to file a complaint about the Kenmore He3T washer, and a complaint about the Sears Warranty and Appliance repair center. I have a Kenmore washer that's a little over 2 years old that is already having problems. After the wash cycle is complete, the washer gets stuck at the drain cycle. The machine stops functioning, so it will not drain or spin, and the clothes end up sitting in water.

I purchased a Sears Warranty on the product, to get the problem resolved and spent over $200. It was serviced. The problem was the machine was "eating" up small garments, which were getting stuck in the drain pipe. So talk about poor design. They found six PAIRS of socks stuck in the drain pipe!!! Obviously they were removed, and since then we have been washing smaller garments in a separate wire mesh bag. Isn't that efficient and convenient, for such an expensive washer! Well, even that isn't working quite well, because we are missing socks again, so now I have to purchase a separate bag that has a zipper as opposed to a drawstring to avoid the same problem!
So it's been less than 60 days since the last service was performed, and now the washer is once again not draining and spinning. I called for a service call, only to be given one 10 days away. What are we supposed to do till then, after much debate, it is clear that no one in customer service really cares about this delay, and I'm stuck with the situation till they can come.
On the day of service, I am given a four hour window, 8-12pm, for which I have to reschedule my day. During the day, I made several calls to confirm my appointment and get a better ETA on the technicians arrival. I am told all is on track. I stay home till 1am - an hour after my designated time frame, and still no arrival from the technician or even a call. At this point, I have spent an hour with the customer service department trying to 'fix' the situation or get another appointment. After multiple reroutings, and being hung up on several times, I am told that the next available appt would be in another 10 days, and once again, that's the best they can do! After much complaining on my part, I finally get a rep who gives me an appointment for the next morning, and promises that I will be the first appointment of the day at 8am, so that I do not have to reschedule my entire day again.
Well today is that day. It is currently 9:50am, and I have already spent 45 minutes on the phone with customer service. Again, not surprisingly, to find no relief and only frustration. I am told that I am 6th in line. I have again been routed and rerouted from international call centers to national call centers to routing offices, etc, only to be either hung up on, or to get the standard, 'there's nothing else we can do about this'. I also get, yes this is our mistake, but really your problem!
I have asked for a refund on my warranty, only to be laughed upon. I have once again had to reschedule my entire morning, I still don't know when the technician will arrive if he even does.

The customer service department has poor escalations, remorse or regret for it's lousy service, and remediation plan for unhappy customers. There is no escalation process in place for customers to speak with anyone that can actually make a change, nor any escalation process to reprioritize things to make up for mistakes.
I will never buy a Sears appliance again, nor will I purchase a service agreement again.

I would like a full refund on my warranty for all the hassle, trouble and lack of service from Sears. I think this is the absolute minimum I am entitled to. I have filed a complaint with the Better Business Bureau, and will continue to post negative feedback on products and warranties on as many sites as possible. Unless Sears is ready to accept some accountability, in this day and age, this level of service is atrocious and unacceptable.

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Comments - Consumers and Companies Connect by Commenting

joy535 says: (9 months ago)

I am right there with you. It has now been a whole month since I could use my HE2 front loader. Apparently the part hasn't left the factory. No one can give me satisfaction. I asked for overnight delivery once they get the part and they say it will taske 4-7 business days. I also have the 5 year extened warrany, but what good is it? I will also not buy from seads again. They aren't willing to work with me in any way and won't compensate me for the many terips to the laundromat. I am 65 raising my three grandaughters. If anyone can help please!

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