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Sears repair Complaint - Broken Kenmore Elite HE 4t - Kenmore Elite HE 4t Front Loading Washer
Sears repair Complaint

Sears repair Complaint


Broken Kenmore Elite HE 4t - Kenmore Elite HE 4t Front Loading Washer

This review has been resolved or replied to by this company.
The washer began malfunctioning. Sometimes it would start, most times it wouldn't. Even when it would start, it would get almost to the end of the cycle then stop. I had two error codes, F DL (failed door lock) and F 11, which I have no idea of it's meaning but I can surmise it has something to do with the computer. On 12/11/12, a so called Sears tech in a truck marked "a & e" arrives at our home after 5:00pm, knew he wasn't going to fix the problem, sellss us a service contract right at $500 and tells me what he's done may or may not work and for me to phone for service. It should be noted the tech said there was a sound coming from the CPU. I have no idea what that is but sounds like the computer/brain of the washer.

The next day I tried to wash, the machine was still not working. I called Sears, they ordered a part, gave me a new appointment for 12/24/12, Christmas Eve. The part arrived sooner so I called them again, 3rd call now, got an appointment for 12/21/12. There was issues with getting the appointment confirmed and for a minute I thought they were going to change it.

Another service guy comes out, reeking of cigarettes, allegedly fixes the door lock, said he'd check into the F 11 error code, acted as if he didn't know what it meant, mentioned the CPU and soon left my home indicating the issue was fixed. I ran one load of laundry and the machine malfunctioned yet again.

I phoned Sears-again. By now I'm irate as my dirty laundry is piling mountain high. My last appointment was for 7am. I wanted the service man to return to my home to fix the machine since he failed to do so the first time! Sears told me he only had three appointments. Then they told me they could not get him to answer his phone. Right. Finally, I was told to stay home and await a call from the dispatcher which after reading other complaints lets me know it's complete crap! I never received a call from Sears and wasted my entire day waiting for the dispatcher to phone me. It never happened.

I phoned another one of the Sears 800 numbers and was told that the repair man could not come to my home again, in the same day, and that another appointment had been set for me for 12/26/12! No one had informed me! How was I supposed to learn that information? Who said that day was convenient for me?

I knew better than to purchase a service contract with Sears but felt they would be the best company to fix their brand machine.

I initially became disillusioned with Sears when I purchased a stove for my mother, years ago, and gave them her address so it could be delivered to her home. Sears brought the stove to my house-twice!

Next, I went to purchase a fancy, high end stove from Sears. I was told it could be delivered within a week. After I paid for it and called to choose a delivery date I was told it would take approximately a month to get the stove. I cancelled the order and shredded my Sears card.

You can believe that after this fiasco I will NEVER set foot in a Sears nor have anything to do with what they manufacture again in life. The company is inept and run by people who have a lack of regard for customer service. Further, I plan to tell everyone I know including my coworkers in a large, prestigious organization NOT TO BUY ANYTHING FROM SEARS!

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SearsCares says: (6 years ago)
Dear GoldyLocs,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in correcting this. We are sorry to hear of the trouble you have encountered with your washer, and apologize for the multiple issues you have experienced throughout your repair. We understand how discouraging setbacks like this are for you, and we would like to see what we can do to help make this right by you.

At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (GoldyLocs) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support

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