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Sears Complaint - Kenmore Elite HE 2 Plus Front Load Washer - HE2
Sears Complaint

Sears Complaint


Kenmore Elite HE 2 Plus Front Load Washer - HE2

I have had this washer for a little over 2 years and have had trouble with it since it was purchased. I did purchase the service plan and they have been out quite a few times but have still not resolved the problem. The warranty ran out in Jan and the problem is worse than ever. With a small load or a large load it makes no difference the washer attempts to literally walk out the back door. It shakes the entire house and makes such a racket that its unbelievable. Is there anything to fix this problem or is this just a design flaw I have to live with? Someone please offer some help or advice because this is driving the whole family crazy. Thanks!!

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SearsCares says: (8 years ago)
Dear Melmwilson,
My name is Marcus and I am part of the Sears Social Media Support Team, and I am very concerned about what I have read here concerning your washer and the service that has been rendered on the machine. I want to apologize about the frustration and the unsatisfactory customer experience that you and your family have received. A solution should have been provided to you by our technicians; even in the event that your washer was beyond repair we should have guided you on the next steps to take and being that was not done I do apologize. I would like the opportunity to reach out and speak with you about this, so that we can address this issue with our repair technicians and make sure that as a customer you are taken care of. Please know Sears does value you as a customer and we want your experiences with Sears to be pleasant. We would like the opportunity to help and keep you a satisfied customer. Sears Social Media Support Team is the single point of contact for all escalated concerns which means we step into the situation and handle it from start to finish with one Case Manager. At your convenience, please contact my office at smsupport@searshc.com so you don’t have to continue to be impacted by this. In the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name that you used (melmwilson) for reference to your issue and we do look forward to talking to you soon.

Thank you,

Marcus C.
Sears Social Media Support Team

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