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Updated by user Apr 30, 2019

Heard Back from Sears but seems the unit will not be available for 2 weeks because Kenmore (who is owned by Sears) doesn't have it in stock. So, I get to STILL Wait...

Original review posted by user Apr 29, 2019

We received a new Washer and Dryer Center (Top/Bottom Unit) 6 months back. A couple months ago, we started having problems with it not wanting to turn off, then it started to not want to spin, then it just went into not wanting to drain or Unlock the lid. At that point, we decided it was high time to call Sears for help. Starting on April 5th, the technician came out around 12pm (My window time was from 8-12 / 4 hours lost waiting on tech), he tinkered around with the unit by turning on and off the breaker, calling into tech support, opening and closing the lid and it 'appeared' the unit was working. He left. That night, as we were trying to wash our cloths, again, and the unit stopped working properly again.

So the next available date for the tech to come back out would be the following week. So, we wait (another 4 hours to wait on the tech / 8 hours lost waiting on tech), the same tech came out and 'tinkered' around with it again. He stood reading the manual for 15 mins, then decided to run a diagnostic test on the unit only to determine the "Main Circuit board" was bad and it would take another week to order. So, now we're down to 2 weeks out of a Washing machine. (not even taking into account the month before Sears got involved with the problem, we were dealing with it acting up)

Another week passes and the part did not arrive the day we were told, thus putting us back another day. So, another window of 8-12 to wait on the Tech. A new Tech shows up, puts in the Circuit board and determine that there are TWO other parts that are bad. Third week without the Washer. Another week to get the parts. (12 hours lost waiting on the Tech)

So, Another week goes by and the Tech is scheduled to show up only to be rescheduled for the next day at 1-5 instead of a morning call, but ok... So here again, wait.... The original Tech shows up, he spends 2 1/2 hours of tearing the unit apart only to tell us, there is yet another part, (Harness is bad) This part will take TWO (2) weeks to get ordered...

Now we are out of a Washer for 6 weeks, and the time spend on Waiting on Techs has now reached Sixteen (16 hours - 2 Work days gone) PLUS all the time it takes for the Tech to 'Tinker" around with the unit only to NOT fix it.

So, We're given a Resolution Hotline Number (1-88*-236-****) to express out dissatisfaction with the company and the amount of time we are out of a Washing machine and the amount of time we've spent waiting on Techs to show up and then work on the unit only to get nowhere.

We called the number, explained our disconcert and dissatisfaction with the service and that since the unit isn't but 6 months out (Now 7 since all the service techs have come out and gotten nowhere with the repairs) and that it is high time that if this unit being so new still is causing this much of an issue, then it is time to have them replace it.

The representative advised me that the policy states that there has to be "Eight (8) service calls for the same problem for them to determine it is time for a new unit. To which I said, "That is unacceptable, unacceptable in every way" That means that we will be out of a Washer for well over 2 months at this policy.

Plus; we've had to take our cloths to a Laundromat to get the household cloths washed! It has costed A LOT of money and my time to run these errands to get our household laundry done...

I am not a happy customer. This is the worst warranty policy I have ever heard of... Eight (8) service calls? Really? Plus all the time one has to spend waiting on the Tech (Four 4 hours each) Plus the waiting time for parts to arrive, In the mean time, the customer is out of the product for all this time.

I will never, ever recommend to ANYONE to ever buy from Sear ever again. The warranty is the worst (Making sure to tell every person who will listen to me the horrible nightmare of service they have made me endure)

It would be nice if Anyone could find a way to get my Washing Unit replaced, however I doubt that given that state of the companies financial status and poor management that I will ever hear back from anyone, much less have anyone care enough to fix this Gross example of "True" Customer Service.

Kenmore Cons: Worst warranty and customer service, Does not honor their warranty, Poor customer service.

Location: Deltona, Florida

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