[Resolved] Sears / Kenmore Elite Washer / what happened to a dependable product?
Our Kenmore Elite clothes washer had a pump go out after 3 years of use and we were charged $201.25 to have it replaced. I understand that the warranty has passed and I was not expecting it to be repaired at no charge but $201.25!!!! I contacted Sears and was told those are the charges have a nice day. No offer was made for a lower repair. Maybe I am to demanding. To pay half as much as you paid for the washer new for repair, that is crazy. What happened to a dependable product?
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Sears Brands Customer Care's Response, Sep 24, 2010
Dear unhappy customer P,
My name is Scott and I'm with Sears Cares Escalations. I found this post and wanted to reach out to offer some help. I'm so sorry to hear about the trouble your Kenmore washer is causing as well as the difficulty with our repair technician & department. I know it's difficult and inconvenient being without a washer, but even more frustrating not being able to get it repaired when you thought you were going to. When we service your appliances, it's Sears' goal to exceed your expectations; we've obviously not achieved that goal. We'd like to help. At your convenience please contact my office via email at firstname.lastname@example.org so that we can assist with resolving this issue. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (unhappy customer P) in the email so we can reference to your case.
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