Complaint / review / scam report
Kenmore
Service/repair dept

I recently experienced a problem with my front loading washing machine. We removed the suspect part and did the test as indicated in the pamphlets given at time of purchase. We purchased the washer and dryer in MAY 2003. We determined there was a problem with the Motor Controller - good news it was had a 5 year warranty. First call to 1-800 number to ask about replacing the part. They indicated I could go to the repair depot and exchange the part (warranty) however I made am appointment for a service tech just ins case (the next one available was 10 days) - wow - I do a lot of lundry - didn't know how I was going to manage for 10 days - oh well. Took time off work and went to the other side of town to make the exchange - keep in mind they do not have a phone number (so I was told) that I could calland ask questions. Part in hand I headed out. After waiting there for over 15 minutes finally talked to staff. They looked up the part - went to see a manager - and came back telling me they could not exchange it - I had to have a tech come to confirm defect. I had been told it would cost $79.95 just for the service tech to get in his van and come to my house, however at the repair depot the girl informed me I could call and get a Repair/Maintenance Agreement that would cover all these costs.

I called the number and was informed that no - I could not get an agreement as I had already placed a servic e call for a tech. Called back to your 1-800 number and they gave me another number to call. That number advised that I could go to any Sears and have the part ordered as a warranty item and then I could repeat the drive to the other end of town to exchange the part. As we had taken it out, checked it - we knew we could replace the new part without any difficulty. I did go to a Sears outlet and after much time spent with a staff member on the phone to "someone" I was told that the part was only under warranty if a Service Tech came to the house. In otherwords I could not get the part under the "warranty" unless I paid Sears to come to the house. I asked the question "How much an hour " would it cost. Assuming a minimum of 1 hour plus the truck time, (remember - we have the part out and the washer open - I wanted to know if it was worth waiting 10 days and paying Sears or should I just go and purchase one from our local parts department. No one could tell me the hourly rate. I spent well over $30 dollars at the laundromat plus my time. I feel that I wasted way too much time finding out what I founds out. I believe I was steered wrong at every step of the way.

We believe the problem was an intermitent one and hope that all is well, I am keeping my scheduled appointment in case it fails between now and then. If it fails I may just bite the bullet and purchase the item from an independent part depot and save myself the aggravation and headache.

Sears - wow - poor service(warranty) information
Author: Contact with Author

Offender: Kenmore

Country: Canada   Province: Alberta   City: Edmonton

Category: Electronics and household app.

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