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Sears Complaint - Kenmore Elite Washer - Kenmore Elite Washing machine
Sears Complaint

Sears Complaint


Kenmore Elite Washer - Kenmore Elite Washing machine

I have a Kenmore Elite Washer - 6 years old, that stopped working. First visit for repair Oct. 7th and now Nov 12 and it is still not repaired - waiting for parts.

A repair man came initially and had me buy a new filter. Came back a week later to install it. But this part did not fix it, and a new repairman came a few days later. He told me I needed a new part (really 3 parts), so I had a repair appointment the following week. One part came in. So another repair appointment was made. Then still the other parts were not sent. So another appointment for repair was made. Now the guess is Nov 20th for the part to come in and then an repair appointment can be made!!!

I think I have been very patient until today.
1. I am upset that the machine needs all this repair with it being only 6 years old

2. This was a sears top-of-the-line.
I am disappointed that Sears does not inventory their own brands parts.
3. This is just too long for any customer to bear! NOv. 20th which means it will be (or amy be) repaired after thanksgiving. That will be almost 2 months waiting for a repair.

4. I don't even know a this point if parts are coming because it keeps changing week to week.

As I said, this is the most frustrating experience and I am at wits end.

Sears shame on you!

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SearsCares says: (7 years ago)
Dear MargoA,

I'm so terribly sorry to learn of all the trouble & frustration your washer has been causing lately. I know how incredibly difficult and inconvenient it is to be without something as major as a washer. The difficulty and delay you've encountered then getting it repaired only amplified these feelings I'm sure. My name is Scott and I'm part of the Sears Social Media Support Team; we'd like to help. We are a team of dedicated and personal case managers that handle the highest level of escalated issues within the Sears corporate care structure. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (MargoA) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team

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