I'm disappointed with the Sears Service. It is the second time I’m having this experience and nothing is changed since. My dishwasher (under warranty) broken and I can't schedule tech to come, since I work Mon-Fri and can't take the whole day off just for that reason. Service representatives are very unfriendly and I don't have other choice but repair this dishwasher myself. I’ will never buy any product from sears and make sure that everybody will know how difficult to deal with sears if appliance is broke.

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

When we bought this house there was a new Kenmore water heater and it broke after a year of living here. Our basement flooded. We had warranty on it but it still took about 2wks to get another one. Living in a house with no hot water with two kids isn't the greatest. Sears was not very helpful. They transfer you several times on the phone. Our new water heater now is leaking water and we had it put in a year and a half ago. Took a week of my husband calling Sears to even be able to talk to the right person. We ordered the part 11/15 and to find out today that it's back ordered. Our water heater leak is now a water heater waterfall. I'm not impressed with Kenmore or Sears.

On 5-09-07 purchase Sears Kenmore Refrigerator w/delivery date 05-11-07. Refrigerator was delivered on assigned date; but, had 2" dent on fridge door. Sears Delivery svc promised to mail us a $50 gift card for accepting fridge in that condition. We immediately noticed that freezer door did not "suction" properly. Waited 3 hours to see if it would work; it didn't; so, called Delivery Dept & notified. Delivery Dept set repair date for following Friday (deliveries are done only once a week in Manor,TX). Within 24 hours, still couldn't get freezer to suction properly; and, food in freezer was beginning to get an "icy film". On 5-12-07, called Sears Delivery Dept. again, letting them know that we would prefer a new refrigerator; as, it seemed this one was not working properly & may be "defected". Were told by Delivery Dept. that it would be another week before we could get a replacement & may incur additional fees. Do not agree on "any" type of "additional fees", as this is not our problem or fault. Evidently fridge was delivered defected. We accepted it with a dent; but, we did not accept a "defective" "non working", "malfunctioning" refrigerator. We could work with the dent; but, cannot work with a malfunctioning fridge. Was told to call back on Monday, 05-14-07 & talk to a supervisor. It's been a series of phone calls, from 5-14 to 5-15 to 5-16-07 talking with different Delivery Dept staff trying to make arrangements for a "replacement" fridge. Finally, on the week 0f 5-18-07, Delivery Dept state that a replacement will be delivered on 5-25-07 at no additional cost to us. Delivery Dept. called on 5-24-07 with a delivery date & time of 5-25-07, hours 8:30am to 10:30am. I acknowledged the call & let them know we would be available for delivery & fridge would be cleaned & emptied of all foods before delivery. They agreed. 5-25-07, by 12:00 noon, no one has shown up, no delivery! I call Delivery Dept. to find out what the problem is; and, am told that, in fact, there is no delivery being made to us. Seems that item is out of stock & can't have a fridge delivered until June 1! Another week of waiting! I asked why "no one" in Delivery Dept. notified us of this; as, I had just spoken to them the night before delivery. I was told it was a mistake on their part. It's been three weeks of waiting for a "proper" "working" refrigerator and we haven't been able to get one yet! The film on the food in the freezer has worsened & food is beginning to spoil. We can't purchase additional needed food for fear that it, too, will spoil. We need a "new working" refrigerator; and, we need it now! Today, I've talked to your Delivery Dept., Warranty Dept. (Deanne Unit 9420, Customer Relations Dept. Unit #8147, back to Delivery Dept. supervisor, who in turn, referred me "right back" to Sales Rep at store! Nothing has been settled and I am both frustrated & tired of dealing with Sears personnel! I believe we have been "more than patient" in waiting for delivery of a "working" fridge! Delivery Dept. states that earliest date for a replacement is June 1! There goes "another" week without a working fridge! I expect Sears to take care of this matter ASAP! Either, we get a "new fully working fridge" soon; and, I believe we should be compensated with a gift card, or a upscaled line of fridge "at same price" or we simply cancel the purchase altogether. Sears can send their delivery service to pick up the "defective, non-working, malfunctioning" fridge whenever they want to. And, we will never purchase from Sears again!