Sears Customer Service sucks! Just my personal opinion, but right now I would rather do without than buy another appliance from Sears. We had a top of the line front load washer from Sears that literally imploded a few weeks ago, filling the interior of the machine with millions of slivers of glass. Sears offered to replace the door (the glass on the inside of the door is what imploded) but not to assure us that the machine would be safe to use. In fact, I was told that our expensive extended warranty limits their responsibility to just replacing the door, and they would not even attempt to clean out the glass imbedded in the drum or the clothes that were in the machine at the time of the implosion. So much for standing behind their products. So I guess we go out soon and get a new washer, and it sure as hell won't be from Sears! Any suggestions would be welcome, but don't even mention the word "Kenmore"!
Sears customer service sucks!
- Thread starter vito
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ndcowboy
Blackhawk
This is one of the many reasons Sears is in the financial shape they are in. I first hand know your pain dealing with Sears.
Bull Barrel
Hunter
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Remember Kenmoreis made by one or more of the major brands under contract for Sears.
Colonialgirl
Hawkeye
My Suggestion is start sending letters to the Buyers, The VP's AND the President of SEARS,regarding your complain and ADD that you WILL be forwarding your letters also to the newspapers, Consumers Report magazine and contacting ANY and ALL of your local TV stations that "claim " to take up citizens complaints with giant corporations.
I can almost guarantee you that you will hear back and perhaps get some results. It's Well worth a try at the cost of a few stamps.
I can almost guarantee you that you will hear back and perhaps get some results. It's Well worth a try at the cost of a few stamps.
I remember you original post. That's terrible. Now how much glass are you talking about? Can you hear it rattle around d if you manually rotate the drum? Like loose change inside which fell from a pocket? But is it cleanable? Do you feel safe using it at all?
What is the cost of the door compared to the price of the extended warranty? We typically do not buy extended warranties. I bought one once for a DVD player from Best Buy. What a joke.
What is the cost of the door compared to the price of the extended warranty? We typically do not buy extended warranties. I bought one once for a DVD player from Best Buy. What a joke.
Bull Barrel
Hunter
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Speed Queen is owned by the Ontario Teachers Pension.
I learned also of the crap service & hassle sears gave decades ago (1981-1982 range)
I said then "NEVER AGAIN" and am true to my word still today
I will NEVER buy anything from sears ever
With that, we have had G.E. for 9 years now with zero issues
As said, I would contact the local T.V. call to action stations
Stations love to pick up on people getting wronged
They may well want to air your story and sears may NOT want the negative publicity & make things right
I said then "NEVER AGAIN" and am true to my word still today
I will NEVER buy anything from sears ever
With that, we have had G.E. for 9 years now with zero issues
As said, I would contact the local T.V. call to action stations
Stations love to pick up on people getting wronged
They may well want to air your story and sears may NOT want the negative publicity & make things right
57springer
Buckeye
you are dead on, the old stuff is much better :wink:Dave P. said:
About 6-7 years ago my fridge was losing its cooling and I felt it was time to replace it before the grub spoiled. Woman at Sears said this floor model was exactly like the newer one but $400 cheaper. I asked if it was used. No, just a floor sample. Got it hooked up and hours later it was blowing nothing but luke warm air. Sears said I'd have to wait 24 hours :roll: 24 hours later the same and all my swill spoiled. I rooted thru the paperwork while waiting for the new model to be delivered. There was a sticker that plain as day said it was used. They simply lied.
If it weren't for the jobs they provide, I wish they'd go under...
If it weren't for the jobs they provide, I wish they'd go under...
one bullet
Single-Sixer
Been bad for me too. Worse company I have ever dealt with in my 53 years. Especially the appliance group!
mohavesam
Hawkeye
Need to re-read your extended warranty. I took your original post to a good friend who also happens to have 20 years with Sears CS. Simply put your EW covers repairs/replacement to "return the appliance to as-new condition and normal, non-commercial usage." If the washer is unusable (and even dangerous) contaminated with debris of the breakage, replacement is what you get. You have a contract. Enforce it. One advises to call back - it is not working safely. Call back every day.
Thank yourself for buying your appliances at Sears - and not Circuit City...
Thank yourself for buying your appliances at Sears - and not Circuit City...
COWTOWNER
Single-Sixer
Sears does NOT do/give customer service. They should have the telephone number for "customer service" disconnected!!! But I don't have a strong opinion on the subject.
Thanks
Mike
Thanks
Mike
Jimbo357mag
Hawkeye
I buy Kenmore appliances but I never buy the newest models or the extended warranties. I fix them myself. Very few problems. The Maytag front-loading washers have had problems as well, mostly with bearing shaft leaks and electrical problems associated with the water. 
It's not just Sears or whatever product they put their name on. It's American business and customer service practices in way too many areas. The new norm. Cut as many corners as possible. Don't waste any money on customer service. Don't worry that you might lose a few customers, as you can make up the losses with increased volume.
I've had a couple pretty unbelievable experiences with both a refrigerator and multiple washing machines over the last year or so. Customer service provided by both the manufacturer and by the selling dealer was pathetic. It was obvious they were not going to help me, and they didn't care. I finally had no choice other than to buy new appliances to replace the ones that were otherwise still in warranty. Yep, they won. But I finally had no other options.
WAYNO.
I've had a couple pretty unbelievable experiences with both a refrigerator and multiple washing machines over the last year or so. Customer service provided by both the manufacturer and by the selling dealer was pathetic. It was obvious they were not going to help me, and they didn't care. I finally had no choice other than to buy new appliances to replace the ones that were otherwise still in warranty. Yep, they won. But I finally had no other options.
WAYNO.
Phoenix too
Blackhawk
You are not alone:
https://www.google.com/search?sourceid=navclient&aq=&oq=imploding+washing+machine+windows&ie=UTF-8&rlz=1T4MXGB_enUS512US512&q=imploding+washing+machine+windows&gs_l=hp....0.0.1.130529...........0.dwI1134RyDU
Contacting the Feds (dare I mention) the CPSA Consumer Product Safety Administration (Or something close) might a result. Certainly standing in front of the store with the broken door might get the press and police to show up.
Talk to owners of VW VR6 equipped cars - many, many stories of defective coil packs. I've had one exhibiting signs of failure probably within the first year after installation (replacing the previous one), but certainly within the second. VW didn't want to hear from me, nor any of the other owners from what I can find out.
We put some Marvin windows in our house last August. We had to have them serviced twice in the first Winter for failed weather stripping. We had another failure this year, and thus far neither the distributor no Marvin have responded to messaging them thru their 'contact us' on their website. I proper letter will be on its way as soon as I can find the mailbox. I think a month is sufficient time to wait for a response.
The two manufacturers of the three prime kits I use in classes abruptly dropped them, no notice. In the one case the distributor I use was able to purchase remaining inventory to keep me supplied for at least this year. In the other - too bad. "But I've contracted for classes for 40 kids!" "Sorry."
https://www.google.com/search?sourceid=navclient&aq=&oq=imploding+washing+machine+windows&ie=UTF-8&rlz=1T4MXGB_enUS512US512&q=imploding+washing+machine+windows&gs_l=hp....0.0.1.130529...........0.dwI1134RyDU
Contacting the Feds (dare I mention) the CPSA Consumer Product Safety Administration (Or something close) might a result. Certainly standing in front of the store with the broken door might get the press and police to show up.
Talk to owners of VW VR6 equipped cars - many, many stories of defective coil packs. I've had one exhibiting signs of failure probably within the first year after installation (replacing the previous one), but certainly within the second. VW didn't want to hear from me, nor any of the other owners from what I can find out.
We put some Marvin windows in our house last August. We had to have them serviced twice in the first Winter for failed weather stripping. We had another failure this year, and thus far neither the distributor no Marvin have responded to messaging them thru their 'contact us' on their website. I proper letter will be on its way as soon as I can find the mailbox. I think a month is sufficient time to wait for a response.
The two manufacturers of the three prime kits I use in classes abruptly dropped them, no notice. In the one case the distributor I use was able to purchase remaining inventory to keep me supplied for at least this year. In the other - too bad. "But I've contracted for classes for 40 kids!" "Sorry."
wixedmords
Blackhawk
The once mighty and respectable has fallen. It was bound to happen, it is the cycle.
Bought a Compaq computer from them in about 94', had to bring it back within a week or so. Salesman told me to never do that again. I told him, "Oh, don't you worry".
Bought a Compaq computer from them in about 94', had to bring it back within a week or so. Salesman told me to never do that again. I told him, "Oh, don't you worry".
Ruger Packer
Buckeye
I've got to where the ONLY thing I'll buy from Sears any more is Craftsman manual hand tools. Not even their power tools.
Bought a Craftsman power mower once...... nothing but a POS. They said I mistreated it the reason it wasn't working properly. Gave it to a friend and bought a Honda....... no more problems.
Bought a Craftsman power mower once...... nothing but a POS. They said I mistreated it the reason it wasn't working properly. Gave it to a friend and bought a Honda....... no more problems.
Ruger Packer said:
I was given a good looking Craftsman mower and found one that looked near new like it for parts during a clean up day. The drive mechanism was out on both of them and they weren't worth the price of a new one. The mower was too heavy to use as a push mower. Threw them both away. I developed a low opinion of Craftsman mowers after this experience.
I WAS A SEARS STORE MANAGER FOR YEARS. SEND A REGISTERED LETTER TO THE MAIN OFFICE AND LABEL
EXECUTIVE COMPLAINT
Every complaint like that has to be solved, usually in 24 hours.
get the name of your local store manager, do NOT deal with the service department or asst. managers..
use the store managers name in the letter and say he has not taken care of your problem.
and...send HIM a copy of the letter.
Then watch and see how fast they dig themselves out......
good luck...Ken
EXECUTIVE COMPLAINT
Every complaint like that has to be solved, usually in 24 hours.
get the name of your local store manager, do NOT deal with the service department or asst. managers..
use the store managers name in the letter and say he has not taken care of your problem.
and...send HIM a copy of the letter.
Then watch and see how fast they dig themselves out......
good luck...Ken
Rancher Will
Blackhawk
I guess everyone's experience is different at different times and different places.
We have Kenmore, Kitchen Aid, etc., and other appliances from Sears in our home and in seven of the homes on our ranches for our ranch employees. We also have appliances from other stores in some of our homes.
Over the many years, as I recall, every appliance that we have had has eventually worn out and been replaced. We have had a few service calls over the years and none that I recall that resulted in a bad experience. I do recall that sometimes the service tech tells us that it would be cheaper, or just better, for a later model to buy rather than pay the cost of repairs. This is also true with machinery, etc., so it is normal.
As I remember the last service call to Sears made by my wife was for a washing machine that we had owned only about 3 years. That machine was bought at the Sears Store in Laramie, Wyoming. My wife called Sears in Laramie about it, (I don't remember the problem). I do remember that the Service Tech arrived from Fort Collins, Colorado (Fort Collins is close to 170 miles from our ranch) and he fixed the problem with the washer. I don't remember the cost but I am sure it seemed reasonable or I would have had a problem paying it.
A service call by me wife to Sears, before the washing machine call, was for a Microwave oven that we had about ten years. The Tech told us that it would be better to get a new one rather and pay for repairs. We took his advise and my wife got a new one from Sears that is better than the old one.
We have Kenmore, Kitchen Aid, etc., and other appliances from Sears in our home and in seven of the homes on our ranches for our ranch employees. We also have appliances from other stores in some of our homes.
Over the many years, as I recall, every appliance that we have had has eventually worn out and been replaced. We have had a few service calls over the years and none that I recall that resulted in a bad experience. I do recall that sometimes the service tech tells us that it would be cheaper, or just better, for a later model to buy rather than pay the cost of repairs. This is also true with machinery, etc., so it is normal.
As I remember the last service call to Sears made by my wife was for a washing machine that we had owned only about 3 years. That machine was bought at the Sears Store in Laramie, Wyoming. My wife called Sears in Laramie about it, (I don't remember the problem). I do remember that the Service Tech arrived from Fort Collins, Colorado (Fort Collins is close to 170 miles from our ranch) and he fixed the problem with the washer. I don't remember the cost but I am sure it seemed reasonable or I would have had a problem paying it.
A service call by me wife to Sears, before the washing machine call, was for a Microwave oven that we had about ten years. The Tech told us that it would be better to get a new one rather and pay for repairs. We took his advise and my wife got a new one from Sears that is better than the old one.
mohavesam
Hawkeye
ken s said:
THIS . Is what matters.
Jimbo357mag
Hawkeye
How can Sears guarantee there won't be any glass in the drum? How could any company guarantee that? Put some old cloths in there and see how it washes. The warranty probably says they will repair the defective part, labor included.
Can a body shop guarantee there won't be any glass found anywhere inside a car after a broken window repair?
Can a body shop guarantee there won't be any glass found anywhere inside a car after a broken window repair?
Bull Barrel
Hunter
- Joined
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Craftsman lawnmowers are made by Yard Machines, the company that makes cheap mowers for all the big box stores.
A friend owns a mower repair shop, he says stay away from Yard Machines.
That said, I have a Craftsman self propelled and it has been a gem for seven years.
When it breaks I'll probably buy a new unit.
A friend owns a mower repair shop, he says stay away from Yard Machines.
That said, I have a Craftsman self propelled and it has been a gem for seven years.
When it breaks I'll probably buy a new unit.
