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Sears Complaint - Kenmore Elite Washer - Kenmore Washer
Sears Complaint

Sears Complaint


Kenmore Elite Washer - Kenmore Washer

I am very upset with customer service from Sears and the repair people. Ive had my Kenmore Elite washer and dryer for 3yrs when it starts making a loud noise have repair people come out tell me berring is gone out and its gonna cost 987.00 to fix some of it was under warranty so I tell them to order stuff and fix it. It took 5 weeks to get parts in then fixed it on 1-19-11 same day I have to call repair back and tell them after 2nd load of laundry its making loud noise again tell me its going to be a week before they can come back out I fuss and finally get someone out the next day. 1-20-11 tech comes out said pulley wasn't tighten good after couple loads again same thing happens I called back couple days later

schedule for 1-27-11 to come out but on 1-26-11 Im doing a load and my washer sounds horrible I go in there my washer had moved across floor and there were sparks in my washer. Tech comes out on 27th said stabiler broke and damaged the new tub that was just put in week before. Now I am completely without a washer and guess what the dang parts are on back order. I have 5 kids me, and my husband in my household. Its costing me alot to go to laundry mat. We spent right at 2300.00 for our matching set in November of 2007 I think its ridicously for the products not to last any longer than that and all I get from customer service is I know its an inconvenience for you to be without a washer. This has been going on since December 14, 2010. I am very disappointed in customer services and I believe that if at least one of the many techs that have been out here did there job correctly I wouldn't be without a working washer..


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SearsCares says: (9 years ago)
Dear shelda,
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 experience with Sears Repair Service. I want to apologize about the frustration and the unsatisfactory customer experience that you received by our repair team. I am so sorry for the inconvenience that we have put you in trying to repair your washer. I would like the opportunity to reach out and speak with you about this, so that we can insure that you receive the parts and service on your washer. Understanding that you are without a washer at this time I would also like to talk to you about the next steps to take while you are waiting for service. 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 (shelda) 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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