Kenmore/Sears Complaint

Reviewed by Corinne Complaint

0

Kenmore Calypso/Sears Home Repair
July 2007

Our Calypso finally died! Not to say that it hasn't been "dying" since the day we got it in 2001. Despite the numerous times (at least 2x yearly) that we have called Sears Home Repair for service, they never once bothered to tell us that it had been recalled, was probably the worst on the market, would continue need repair. They just continued to come out, charge us, leave us without a washer for weeks sometimes (they are just "so busy"). When the agitator failed, Sears quoted me 3 to 6 weeks to receive the part. After 3 weeks, I called to check on the status. Surprise -- they had never ordered the part! But, they were kind enough to offer to order it at another 3 to 6 week wait! Finally, Ceasar's Appliance Repair in O.C. filled me in! And, yes, they were able to provide the part in 24 hrs! Oh yea, Sears also failed to tell us that the control panel was part of the problem and, needed replacing. I guess they were saving that for another service call. Ceasar's did tell me the full extent of the repairs which were required. Obviously, we choose not to repair as the cost was more than a new, very nice washer. When I contaced Sears, their response "Ohhhhh, you have one of those" When I stated I understood they had been recalled; their response "Yes they had. We are sure you received notice" Unfortunately for us, the class action suit was settled years ago (never got notice of that either). Sears, not even apologizing did offer to sell us another machine and, a service contract. When I inquired as to why not one of the numerous repair persons dispatched to our home by Sears Home Repair in the past 6 years had inquired as to why we were keeping a recalled item that continually needed repair, Sears Customer Service indicated "It is not their place to tell you. They are there to diagnose and repair only". Which is a nice way of saying, they were told not to! Buyer beware! Just because you fill out paperwork when you purchase an appliance, you have a contract for repair with Sears and, their repairmen come to your home, don't expect them to be forthright, honest or even compassionate to your needs! Amusingly, when I called Sears Repair to cancel the service appointment, they actually asked "why"? I told them we found someone 3 days earlier and, with more honesty than they could ever muster! My advice, call Cesar's Appliace for honest, compassionate, usually next day service.

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