Several months ago, I bought an expensive Sears Kenmore high efficiency washer for my wife and four kids. Since then, the washer has had catastrophic failure and every attempt to fix it has resulted in some excuse for more parts.
It is going on a month, and my wife, kids, and now sick daughter (with the FLU) are knee deep in laundry because my wife has to run to the Laundry mat while SEARS REFUSES to make this right. There is no indication that this will be fixed ANYTIME SOON. The repairman has even recommended that SEARS replace the washer because the parts cost more than a new one. WHAT??? He is due his fourth trip to our house this week...
A $1000.00 washer should not break under a parts warranty. Then, Customer service gives my wife a hard time about simply replacing this washer, or even paying for the labor to fix it, which is the only right thing to do after several failed promises and apologies. She has asked customer service, repeatedly, for some help. I have also explained several times to customer service the need to fix this, and their response has been to refuse as of 10:29 this morning to replace the washer. We just don't have $1000.00 to go out and buy another one at Christmas.
This is not customer service. Maybe an email or word of mouth to friends and family is in order. If I can help it, this won't happen to another family. $1,000 is a lot of money to us, especially when we were depending on the reputation of SEARS Kenmore.
SEARS won't make this right. I will never buy from them again and ask everyone I know to do the same.
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