Kenmore Elite Dishwasher
Purchased new in March.
Model 665.1312
Up until this point we've been very happy with the dishwasher. It cleans really well and it relatively quiet. However a couple weeks ago the wife noticed that the plastic around one of the switches had cracked.
Let me explain, this model has a set of membrane switches on the front. It's a flexible plastic covering over the metal contact button underneath. It's cheaper than separate buttons and is supposed to offer a worry free experience.
So the plastic cracked almost 360 degrees around itself exposing the switch underneath. I understand that this membrane can wear out over time. However it shouldn't wear out in only a couple years of normal use. I estimate that this button has been pressed 500 times. The MTBF should be on the order of 10,000 presses on this type of button. Typically it take 10-15 years for the plastizers to gas out and the plastic to become brittle. Here it seems neither condition is true and a defect in design has occurred.
So I called up Sears and was told after talking to several people that they'll only stand by the product for 1 year. After that I'll need to spend money for an extended warranty otherwise it's not their problem anymore. I was told I could spend $129 to have them look at it and then pay an estimated $200-300 plus labor to have it fixed but they would do nothing more. They're more than happy to offer me a discount on a new dishwasher. However, the offer only applied towards a new Sears dishwasher. Regardless, this not "normal wear", it's of my opinion a defect.
I can't accept this solution. I was led to believe that Sears sold quality products that would last, especially their "Elite" series, which I though was a better product.
At this point I'm seriously considering selling all my Sears/Kenmore Elite appliances: dishwasher, washer, dryer, microwave, refrigerator and stove and buying from Best Buy. I see they sponsor this category.
Just to note, my microwave is several years older, get more use and has a similar type of pushbutton and it does not exhibit this defect.
Granted if this happened 5-6 years after purchase I may be more inclined to think it was a wear issue. I would expect it to show normal wear after 5 years such as the wording to fade but after only 2 years it should still look and function as new.
My dad used to tell me that Sears was where to go to get the best products; that you knew you could count on them to last and if something went wrong they'd stand by their products. Sadly, it seems those days are gone, it's a shame.
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