Comments on: Sears Appliances: Kenmore

By: Shirley

Shirley — Fri, 22 Jul 2011 22:44:54 +0000

When you call sears you are dealing with staff at a call centre. Check out your call display and all the numbers will tell you who is working for sears. They do their best but they and sears customers are caught in the system. I am up to 48 days, 48 calls to and from the call centers and a total of over 23 hrs on hold. All this to get a sears washer fixed. And boy are we in trouble, because everything from large and small appliances, along with all our furniture then add our clothes right down to my bras and underpants were purchased at sears. This after 46 yrs as a faithful customer of sears. But I am to darn old to give up so they will get their daily phone call and email until someone can help..you can make sure of that..this broad is mad because according to Marabella, Shirley, Mickel, Sheila, Janet, John, Omar, Ami, Bonnie, and Debra, they have enough parts on order to replace everything on the machine. I only started recording everything after they took the machine and that was after three tech visits and two cancelled service calls..I am hanging in.

By: Smithy

Smithy — Fri, 22 Oct 2010 18:00:52 +0000

Just a heads ups.. Sears sells the ceramic glass top stoves knowing there is an issue when you use the self clean oven. The manufacturer doesn’t tell you the frequency to use to clean the oven, and they don’t tell you that when you use the cleaning cycle the fumes will discolor you stovetop so badly it will look used, abused and ugly. I was told to live with it as it is cosmetic and will not be replaced. The venting design is so poor, I can’t use this feature in fear that the next time might burn my house down. I will never buy anymore appliances from Sears or any other item for that matter because of my poor treatment by Sears.

By: SearsCares

SearsCares — Mon, 10 May 2010 21:53:51 +0000

To Penciltrick,
My name is Brian and I’m part of the Sears Cares Escalations team. I’m very sorry that you’ve had these problems with your appliances. As the seller of these appliances on the behalf of the manufacturer we provide the service for any appliance we sell. We also hope that the item will not fail because they have our name attached to them but anything that is manufactured has the possibility of failure, be it a refrigerator, washer or a Ferrari. This is why Sears offers extended care warranties once the manufacturer’s warranty ends so that in the event it does develop problems, we can cover the service at no cost to you. No retail organization (or manufacturer) can guarantee the item you purchase will not fail.
All this being said we do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the washer and refrigerator were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Penciltrick) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares