We have had a lot of trouble with our washing machine!! The first problem being the dispenser computer chip was not dispensing the soap and other stuff properly. We had to have that serviced 4 times for the same problem. At that time I insisted that they replace it, because once the computer chip has electrical problems, it continues. Well they said if they had to have a service rep here for 4 times, they usually replace the item, well they were called here 4 times, but they insisted it wasn't for the same issue?? 3 times for the chip and 1 time for suds chip, which I only use he products!! We now came across another computer chip problem, again for the suds and f35??? They said they have a problem trying to get the part in, in the meantime I have been without a washer in almost 1 month!!! I have 3 kids, 2 of which are teenagers. I use my washer everyday to keep up with the laundry. I have had to go the laundry mat 3 times already each being 7 loads each time. Each costing around 70 Dollars each time??? They still don't know if the part will be here this month of July 2011??? I can't believe their customer service!!! We even have the extended warranty. Little help that is!!! This is about the 3rd time I have had trouble with this company and I know quite a few other people that have as well!!! I guess I will not be using this company SEars again !!!

Dear Blue Ribbon,

I wanted to make you aware of the poor service on customer service. In December I purchased a Kenmore washer, in May it started making an awful noise like a freight train when it would spin. I called for service which they said it would take a week. I took the day off I happen to work for a neurologist so asking for unscheduled time off is difficult. They said the tech would be here from 8-12 at 1:00 I called them to say where are you, no one called me to say they were late, 40 minutes later the tech shows up. The tech said it was a bad barren this should not happen he has never seen anything like this in his 32 years with sears. He then said he would have to order parts, s another week goes by and I have to take an additional day off. They come 2 techs over 2 hrs and they did not order the pulley and screw therefore they had to place another order for parts and I had to take an additional day off. Also, going to the laundry place to do my laundry. I take another day off and one tech comes when there should have been two techs to complete the job it was obvious he had a problem since he was on the help line. I go to do laundry later that evening as he said it was fixed and the basket frame is bent not running smooth and makes a noise. Plus when you was anything in a gentle cycle it will not spin the clothes dry you have to hit the spin buttton. I called the solutions center once again and they said a supervisior had to come out and look at the washer. The supervisor came laughed because he could see the frame was bent immediately and said this should have been a two man job and shook his head at the bent frame. The solutions center said I had to call them when he got there which I did. It is so frustarating because you get a different person every time they have no clue about what you are talking about. One rep told me she had no supervisior when I asked to speak to one, everyone has a supervisior! I am still left hanging with no clue what they are going to do. I have asked numerous times for a replacement. The tech has made my washer worse with the bent frame. I have taken days off spent, paid for laudromat services and countless hours on the phone with the solution center to no avail. No one wants to take responsibility. I will never purchase another product from Sears and am telling everyone they should do the same. It is really sad as I have purhased every appliance there. One unhappy customer.

I called Sears Repair before 8 A.M. on Monday, 5/31/21010, when I discovered that my washing machine, under an extended warranty, good until 2011, did not spin dry my clothes. I was told that the technician would be out between 1 P.M. and 5 P.M. Saturday, 6/5/2010. On Saturday, 6/5/2010, I received a phone call from a Sears Service Representative advising me that the technician would be out at 5 P.M. About 45 minutes later, I received a phone call from a woman named Brenda, calling from Ft. Worth. She advised me that the technician was over booked and that it would be next week before the technician came out to repair my washing machine. I called Sear's Service Management Team at (210) 523-3455, (210) 523-3469 and (210 523-3474 and never got an answer. When I called 1-(800) 4- MY HOME or 1-(800) 469-4663 on Sunday, 6/6/2010, I got a recording stating that my next service appointment is scheduled for Saturday, 6/12/2010 between 1 P.M. and 5 P.M.

I am totally and permanently disabled. My wife has had two back surgeries and is totally disabled. We cannot be lifting heavy baskets of clothes to go to the laundrymat. This is the very reason that we bought a Sears Kenmore washer and dryer to be installed in our garage. I wash clothes every other day, and I have not been able to wash clothes since last Monday, 5/31/2010. And now I am supposed to wait until Saturday, 6/12/2010?

In the past, I have been scheduled for a repair technician to come out between 1P.M. and 5 P.M. My wife and I sacrificed our entire afternoon. When we approached the alloted time, no one called or came out, and I called Sears to inquire, I was told that the technician had gone home for the day and that I would have to reschedule!

I have read many, if not most of the complaints registered on this web site, and I have to agree that "Sears Service SUCKS!" Now what is Sears going to do about this? I do NOT and will NOT wait unitl Saturday, 6/12/2010 to have my washing machine fixed!

We purchased a Kenmore Front Loader Washer and Dryer from Sears, which is not paid off yet. I replaced the pump on my Kenmore washer the middle of August. In three months, it needed to be replaced again. Being retired I cannot afford a new washer or to keep replacing the pump. At present, I cannot get the washer to work a full cycle. I must keep turning the washer on and off - turn it to the rinse and spin cycle - then to drain and spin cycle.

I received a letter from Sears that they were upgrading my Kenmore Oasis washer at no charge to me. The were going to replace the control board. I called Sears and they said the part was out of stock but would ship one to my house and when I received it to call them to schedule a service man to exchange the part in the machine.
When the part came in I call Sears and they would be out on Tuesday. The wife and I were going on vacation that week and moved our departure date to Wednesday of that week. The service showed up around 12:30 in the afternoon and exchanged the part. Actual time was about 10 minutes and about 15 doing his paper work. A few minutes after he left the wife started to do the laundry and the machine ran for about 2 minutes, made a loud strange noise and popped the circuit breaker. I reset the breaker but the machine was completely dead. I looked at the called ID since he had called a few minutes before he showed up and call the number but it seems like they have the service technician's cell phone blocked to incoming calls. I called the service department and explain the problem and wish they would get hold of the technician to return to the house and install my old part in the machine since there was no problems with my old part. I made about three calls that afternoon and the technician never called but I suspect he was never called. The earliest they claimed they could get a technician out to the house was the following Tuesday even thought it was their fault that the washing machine was dead. I called several times on Wednesday morning and kept getting the runaround.
I made arrangement to have someone at the house the following Tuesday to let the technician have access to the machine. He replaced their defective part and the machine has been working fine.
What upsets me is not that the part they installed went bad but with all the different persons I spoke to on the phone and their attitude. They acted like it was not their problem and could care less if the problem was resolved.
I worked as a service manager for about 15 years and the main goal was to do whatever was necessary to keep the customer satisfy. It is a lot cheaper to keep old customers that to get new one. All washers, dryers, air conditioners, refrigerators, stoves and lawn equipment I have purchased at Sears over the 45 years of marriage but no longer will I buy any of their products because their service has deteriorated to the point that it is a joke.
A couple of weeks later I got a call from a Sears rep about buying a service contract on the washer. I told him that their level of service was unacceptable and when the machine went bad I would replace it with a machine from anyplace other than Sears. Sears has lost me as a customer forever.