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Sears Kenmore Dishwasher / customer service is very poor

1 Fredericton, New Brunswick, Canada Review updated:

I purchased a Kenmore dishwasher (model # [protected]) from Sears (cost=$750) in March of 2007 and Sears finally decided to deliver it to me near the end of April, 2007. Little did I know that it was a piece of crap right from the start. I payed an installer $75 to put this unit under my kitchen counter top. A couple of months of very light use (as I travel frequently with work) and the detergent dispenser quit working. I had purchased extended warranty (in June, 2007) and a week after calling the service department, Sears finally sends a technician to fix the problem. A few months later the same part (and problem) malfunctioned again. I called Sears and a week or more after calling the service department, Sears finally sends a technician to fix the problem. I was not very happy with the unit at that point, seeing that it was breaking down frequently and was a new machine. The unit then worked for about 10 months and then the exact same part failed again for the third time. I called the warranty people and they told me that seeing this was a third time that the exact same part had failed, then the unit would have to be replaced. Over a week later, when the service technician finally decided show up, he replaced the part again and told me that the only way Sears will replace the unit is if they recognize it as being "unrepairable". The technician told me that as long as they can replace the part, then it is repairable. I told him that I saw that as unsatisfactory because once my warranty ran out, and the part continued to break, then I would be responsible for the cost of the part and service call. He told me he would write a report and submit it to his office explaining my concerns.

4 months later the same part malfunctioned again for the 4th time. I called Sears and a week or more after calling the service department, Sears finally sends a technician to fix the problem. He showed up to replace the part and I told him he wasn't doing so and to take the piece of Sears crap back to the store and replace it with a new one. He then explained to me that this was a common breakdown on these particular models (and similar models) and that he had success by replacing the computer board on the unit. He said he was going to order the part and would return to fix it. A week later the technician showed up with the new computer board, installed it and left. I then ran the machine through a cycle to ensure that it was working properly and as I had expected, the detergent dispenser still did not work.

The next day the technician called me and asked if the machine was working properly and I told him it was not. He then said that he was going to file a report explaining that the unit was unrepairable. Over 10 days went by and I had heard nothing from Sears. I then decided to give them a call and they expalined that they had called and talked to me the previous evening. I never received any call from Sears nor did I speak to anyone. They did inform me that they were going to replace the unit but I was goingto have to pay for the uninstallation of their piece of crap, and pay for the re-installation of the new piece of crap as well as pay for another delivery charge. In total, it was going to cost me approximately $150 to have all of this done and Sears explicitely told me that they do not cover any of those costs. Their only responsibility was to supply a new unit to the customer...not pick up the old crap, deliver the new and install. The extra warranty I had purchased did not cover any of that...only the unit. They explained that if my unit had been faulty within 90 days then they would cover the costs, but it was now 2 years later. My arguement was that this unit had been faulty since after the first 2 months and that they just continued to buy time replacing parts until the 90 days were up.

This is the type of customer service to expect from Sears, no matter how long of a customer you have been to them. There is no moral business values when it comes to Sears, even though they like to portray that they are a business whose "goal is that you are completely satisfied with your purchase"...yeah right.

My advice to anyone buying a piece of Sears crap would be to "go somewhere else"! Sears like to have you think that everything is easy and that they are friendly and a great place to buy products, but the reality of it all is that their products are way over-priced and their service sucks!

This was the last piece of crap that I will purchase from Sears. The only reason for me to enter their store will be to take a shortcut to the Mall. My dollars will not pass through the hands of any Sears representative again! Once biten...twice shy!

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Comments

  • Jg
      8th of May, 2009
    0 Votes

    We've been Sears customers for over 30 years, always purchasing our home appliances from them because they HAD good service and warranty.

    Over the last 4 years the customer service and product quality has deteriorated noticeably. We purchased new appliances for our new home from Home Depot and Leon's and have been really happy with their service and have had no complaints. Reasonably quality, cheaper prices than Sears.

    It's really a shame - sears used to be really good. I still have some of their old products that work as well as the day we bought them.

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