I purchased the Kenmore Elite HE4 Washer/Dryer set in Jan of 2006. 4 Months later, the control board on the dryer went. It took 2 weeks to get Sears repair to fix it. Cost me $100 in laundry fees while my dryer was down. Now, as of yesterday, my dryer turns on all by itself and you can't shut it off without unplugging it. Serious safety issue there, and the same part has died twice in 4 years.

I call Sears Home Repair, and they want $130 just to come look at it, and they are not able to get out for 7 business days. When pressed on what the average repair for this problem is, their best estimate is that its the control board AGAIN, and will likely cost me about $250 to repair. Factor in about another $100 in laundry fees while its down for repair, and I'm looking at a total of $450 I'll be spending on this piece of garbage on top of the $1100 purchase price of the dryer. What a HUGE mistake buying such an expensive washer and dryer. I'd have been better off buying a $200 GE dryer and treat it as a disposable item. Certainly NOT what I would expect from a top of the line Kenmore product.

So I go to the Sears in North Attleboro, MA where I bought it hoping the store would make good on it. Considering that My ENTIRE house is Kenmore/Craftsman products and always has been, I figured they might show me a little loyalty in return.

I speak to the manager (Tracy) and she literally treated me like I was wasting her time. I simply asked what could be done, being that I bought the top of the line washer dryer set and the quality was NOT what I expected for a $2700 washer/dryer set, and I was thoroughly dissatisfied with the product. I then pointed to the quotes on the receipt booklet that says "Your satisfaction is our #1 priority" and "Satisfaction Guaranteed or your money back". She said well, you're satisfied with the product, and you are simply experiencing a mechanical issue. We have quality repair technicians available to repair your mechanical issue. She then went on to say we make quality products and I should have bought the extended warranty. I said that makes no sense. You just said you make quality products, so why would I need an extended warranty on something that is supposedly a quality product. I then said I don't want my money back, I just want a dryer that doesn't break down every couple of years and cost me hundreds of dollars to repair. The fact that of the matter is the same exact component has failed twice now, and its certainly far from the quality I've always experienced and come to expect from Sears products. To this she repeats her statement that I should have bought the extended warranty, and because I didn't, I'll need to pay all necessary costs to have it repaired.

I then said but you don't understand, I buy nothing but Sears products, and even tried to show her photos of the dozen or so major Kenmore/Craftsman items I have throughout my house (washer, dryer, dishwasher, stove, refrigerator, lawn tractor, snow blower, garage door opener, gas grill, air compressor, tool cabinets, and dozens of tools/shop items.) to prove that I truly was a loyal Sears customer. She said something to the effect that well, I'm sorry, but I have other things to attend to, is there anything else? I said, well, I guess I'm done with Sears. You've lost an honest to God 100% loyal customer, if this is the quality of service and products I can now expect from Sears. To which she literally replied "oh, well have a nice day then" and just walked away.

Thanks Tracy, I now know how Sears feels about their long, long time, loyal customers, and you've single- handedly ended that long standing relationship.

MY OPINION? DO NOT BUY FROM SEARS, THEY NO LONGER STAND BEHIND THEIR PRODUCTS IN ANY WAY, SHAPE OR FORM, NOR DO THEY SHOW LOYALTY TO LOYAL CUSTOMERS!!