I purchased a washer and dryer set from Sears over a year ago. I also purchased the warranty service with the set. On the 20Th of June the dryer broke and would not spin. I called the Warranty service number and scheduled an appointment. To my surprise it was going to take 9 day for someone to come and fix my dryer. Boy did I hear it from my wife. As I am a police officer and we live in a small town she really did not look forward to visiting a laundry mat. I sucked it up and did the laundry for her and waited the nine days. The service tech came as scheduled and was very polite and apologetic that it took as long as it had to repair it. He even had to go to a local home furnishing/retail store to get a part he was supposed to have on his vans supply and purchase the part to repair my dryer. We tested the dryer and it worked. Less than an hour later my wife went to do some laundry and called me and told me the dryer was broken again. I called the warranty service number to reschedule an appointment hoping that the service tech would be able to come back that day or the next day and was told that the next available appointment would be on the 13th of July. That’s 23 days of having to go and do laundry for a family in a laundry mat. I moved out of an apartment and bought a house and spent over $1, 300 on a washer and dryer set so I would never have to go to another laundry mat again. I made several calls to the warranty and customer service departments only to get the same answer several times. I explained to one person that the store I bought the set from was only 40 minutes away and not 10 or 13 days away. I also explained that I bought the set from Sears because I felt their price and warranty services were outstanding due to the fact that my parents buy everything from sears and when it breaks they get it fixed ASAP. I told the rep that if I would have thought it would have ever taken 23 days to get my dryer fixed I would have spent the extra money and had bought locally so I could get service in a timely manner. I added that I would probably pay out of pocket and have it fixed the next day and the rep asked me if I would like to cancel my service call so I could have someone else fix it. WOW. Since then I have continued to make complaints only to get told I had no choice to wait until the 13th of July. I would rather get a refund for my set and the cost of the warranty so I could go and purchase my equipment locally and get faster repair services. I don't think I will ever buy any large appliances from Sears ever again if this is the way warranty repairs work. I can understand 3-7 days...but 10 and then 13 days...I believe the proper way to fix something you didn’t fix the first time is to get it fixed ASAP and not on the next available date. I understand things break...but Sears customer service sucks!!!

Customer Service is the worst! Scheduled service call for my washer online last week. Called customer service 11/15/10 and spoke with employee id #532069 (did not catch her name the first time, but was able to get her id # after I had to place a 2nd call). I asked for the name of the authorized service company that would be handling the service call. In a very short and rude tone she informed me that even though the appointment has been assigned she would not give me the name of the company. She said I would have to wait until the day of the appointment to find out who will be coming out. I explained that I would not be at home and that I need to the leave the information for someone else. She was very short with her response and said that I would have to wait until someone contacts me the day of the scheduled appointment. I could not understand why she would not give me the information; after all, she indicated the appointment was already assigned to someone. She would not give me an opportunity to speak; she kept talking over me and refused to give me the requested information. I asked to speak to her manager. I was abruptly put on hold for 25 minutes. Needless to say, I hung up when she never came back to the call or was connected to a manager. I hit redial and spoke with Cary and explained the whole situation and that I wanted to speak to a manager. She asked why and I said I wanted to make the manager aware of the rude and uncooperative behavior that was exhibited by one of their customer service reps. She too, left me on hold for 25 minutes. I still have not received any answers to my questions. This has been an extremely frustrating experience. I will never purchase from Sears again and want to make others aware of the poor customer service.

On the evening of 7/20/10, I was using the self cleaning mode to clean my oven when I heard a loud noise coming from the oven. Frightened due to the fact that my infant was in the kitchen, I ran to the stove and turned on the inside light to see the GLASS ON THE INSIDE HAD BROKE!!! I promptly turned off the oven and left it alone. I got on the internet to see who to contact and could not find a number directly to KENMORE so I called Sears the next day. As I was searching the internet, I saw that this has happened to MANY MANY people. This is VERY HAZARDOUS and concerning especially when now days the kitchens are connected to the living areas which in my case is FAR TOO CLOSE TO MY INFANT!!!

Sears has horrible service. I called many times, was given many different answers, spoke to different people every time, was hung up on, and was told there was no managers that customer care was the top level. Let me tell you there is no care for their customers. I was told by two associates I would receive a call back from the service dept after filing a consumer safety report...of course no one called. I wrote down names and employee ID #'s and no one knew who the last person I spoke with was...!! I called again and was rudely blown off because my product was not under warranty. This type of issue should have nothing to do with warranty!! THIS IS A MANUFACTURER ISSUE AND SAFETY ISSUE!!! More people need to be aware of this type of thing happening. As I often have my infant right in the kitchen with me!!! Sears offered nothing to help me but scheduled a service call to my home WITHOUT MY PERMISSION!!! I called once again and said I did not authorize this ESPECIALLY because there was a charge when I know what is wrong with the oven and did not need a diagnostic just a repair or replacement on SEARS!!!

The phone system there is horrid and the service is even worse. This type of issue probably does not have a recall yet because no one has died/been injured YET!!! Plus, people do not have time or energy to spend on telephone calls that get them no where at all!! There needs to be a warning on these ovens!!! (I HAVE PHOTO DOCUMENTATION)


A public message about the possibility of oven glass breaking/exploding!! A free replacement of my oven door and or a new one/credit for a new one! I have wasted so much time and energy on this because I was so upset that my infant could have been injured!!! Unfortunately, my time cannot be replaced nor a dollar value put on the energy it has taken from me!!

SEARS REPLACEMENT/REPAIR
In January/Febraury of 2001 I called for a repair on the washing machine that I currently had. After the repairman finish his review I was advised that it would cost more money to repair the washer than to replace. The recommendation was to replace with the same model. On February 10, 2001 I did that by purchasing the Kenmore 90 series Model#11020912990; Serial #ck4474028; Type 144. I do not have the first date that I called for service or maintenance visit, but I have complainted about the machine from day one. This machine has never cleaned my clothes but had torn my clothes. I have always complainted about clothes being uncleaned and worn. As simple as a spill on a blouse, towel, etc would not be removed with a regular or heavy duty wash. MY CLOTHES WERE ALWAYS DINGY AND NOT CLEANED. I was told by different servicemen and on different repair visit to use different technics. Reduce the detergent and softner, use different temperture of water, it could be cause by the dryer, etc, etc, etc, etc. After cleaning the machine and different adjustments it should operate correctly. WELL IT MAY WORK FOR A WEEK OR SO AND BACK TO THE BASIC. I always mention and showed the repairman that my towels were wearing and tearing. I have bags, and bags and bags of rags. Because the CLOTHING is torn or will not come clean. All of my clothes were dingy. My mother and I have purchase towels at the same time and she has washed her much more than I have, but I have so many towels my towels are not washed as often. But hers were much cleaner, brighter and thicker. I have everyday towels and decorative towels that just hang in the bathroom and they come out with stains and torn. I had towels that I received when I married in 1970 that are now all torn up. I had a service contact on this machine and my other applicances until 9/7/07 when I decided that enough is enough and I was paying for service that I was not receiving. Well the machine continued to destroy my clothes and in October 2009 the machine stop spinning and I have not used it since. At that time I begin to use the laundromat and my mother's washer. Well guess what my whites and colors are much brighter and my towels are no longer being torn. I still have the same dryer that I used since 199? to dry my clothes. So it was never my dryer destroying my clothes, but my washer. I am 58 years old and have always had Kenmore in my home and my parents home. But I have lost all respect for Kenmore products. I was a very obedient customer that followed all of your instructions and I got taken. My refrigerator was replaced by your replacement policy when you could not get the parts to repair, but I purchase this washer NEW and it has always been a LEMON but never replaced. THANKS FOR YOUR BUSINESS OVER THE YEARS, BUT I WILL NOT REPLACE MY APPLICANCES WITH KENMORE AND I WILL NOT RECOMMEND YOU TO FAMILY AND FRIENDS. I await your reply.

We purchase over $6000 in new Kenmore appliances. We have had repairs on the refrigerator four times in the past year. These repairs always involve second visits for replacement parts. EVERY time we have an appointment, they don't show up and they demand that we reschedule. I am only notified of plans to reschedule when I call to find our why the appointment time was not met. No concern for my schrdule or any other obligations I have are ever considered I am disconnected from customer service each time I try to speak with someone about this.