Our Washing machine broke on Sep 20th - have the Sears 5 year warranty (what a joke). First appt available was Oct 2nd! Late on Oct 2nd, the Tech called to tell us he did not have the parts-they had to be ordered! Sears did nothing between being notified and the first appt (12 days-they were given the Error Code on Sep 20th) Had to wait for back ordered parts with next appt Oct 14th.
They missed the Oct 14th appt too!!! Warranty is a joke - an expensive joke with no service behind it! Without my washer for 24 days and no one at Sears cares! Sears customer service is soooo insulated by design - there is "no one" to talk to who can rectify an issue - no manager, no supervisor, no executive, NO ONE! You have to write a letter to Sears Corporate - good luck with that - they are the same people who insulated themselves from the issues their customers are having! I will never buy another Sears product in my life and I will tell all my friends and anyone else who will listen - when you need service (and you will - it is built into the design of the product) no one is there! When a problem arises, the Sears agent (I have spoken to about 6 of them) do not care and make you feel like you are being a bother to them. I manage a consulting firm. If we treated our clients this way, we would be fired and rightfully so! After you have purchased an expensive appliance (Sears Best), you are stuck with it and at the mercy of the service dept - buy elsewhere even if more expensive - the frustration you experience (24 days without your washing machine - just think about that and what that means for a second or two before you buy at Sears!