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Sears Home Repair - Appliances Complaint - Failure to Diagnose or Repair
Sears Home Repair - Appliances Complaint

Sears Home Repair - Appliances Complaint


Failure to Diagnose or Repair

After owning Kenmore Elite HE3 front load washer and dryer for 10 years, the washer began sounding like a helicopter hovering over the house during the spin cycle. Our neighbors had previously done the same, and I changed the rear tub assy out since the bearing was destroyed. I called Sears and they said we our unit was out of warranty, in all areas. So, I called repair company out, paid them to troubleshoot, and the said the stainless tub assy was warped and that we should call Sears since it has a lifetime warranty!! Called Sears and got the run around and was told we needed to pay the full price for them to troubleshoot and have all trips included into price. Or, pay a discounted price and pay for all trips and parts. We paid the full price, the tech came out and ordered the tub assy. Returned with helper and installed tub assy, ran machine empty and left. We started a load when he left and here come's the same noises and vibrating. We call them back, he then orders a motor control board. Why? He says it is ramping too high during spin cycle, causing the excessive vibration and noise. It never occurred to him that it was out of whack while spinning very low?? The motor control board arrives, and so does a different tech. This tech does not even install the motor control board because to him, it made no sense. This was not an electronic issue. He had a rear counter weight ordered and said for me to compare the two when it arrived. NICE, now I get to take over his job!! The weight arrived, and I promptly set the box and weight on the front porch since it smelled the entire house up with some toxic smelling packaging. I called Sears and told the story again, and this time the person I spoke with was very understanding and got me an appointment for the next day. THANK YOU. The same tech, #2 shows up and we run the machine thru more testing. After hugging the machine to make the hovering noise stop, he tells me that after 10 years, he guesses the metal sides wear out on these machines. Are you kidding me?? I informed him that the sides were reverberating because the entire assy was violently wobbling around causing this. So, he has another stainless tub assy ordered and shipped to the house, thinking this one was bad. The tub arrives and since in our entry way for a week until the appointment. Tech #2 shows up with same helper that #1 had with him when the tub was replaced. The promptly pull the machine out, take the back off, look around, run the machine empty, put the back on, load up the new tub assy, calls his supervisor who is at physical therapy and tells me I will have to wait an hear what his supervisor has to say about it.

Lets see, if I tally it up we have spent the following -

$139.48 labor charge for all trips
6 trips between 8-12. Total waiting time 20+hours because today they late (they did call however).

Previously on the phone, Sears stated that they would give a 10% discount (up to $100) toward the purchase of a new appliance if they could not repair this unit. That's not acceptable seeing how much we paid for the to REPAIR, along with the wasted hours on return trips. Not to mention, I have to remove an upper shelve that houses all the laundry and cleaning supplies evrytime they show up.

We would be more than happy to walk away from this washer and purchase another, but not for 10% off. Maybe start at offering an additional 20% to go along with whatever sale they are having and we may consider it. But to have a perfectly good machine for 10 years or more to go whacko, and not be able to get it repaired, somethings goofy here.

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