Usacomplaints.com » Miscellaneous » Complaint / Review: Sears - Water softener stripped and broken by Sears - Kenmore Water Softene. #800836

Complaint / Review
Sears
Water softener stripped and broken by Sears - Kenmore Water Softene

I spent 20 minutes typing a account of what occurred only to have it deleted at a similar website. I hope that doesn't happen here.

I have a Kenmore 383060 water softener.
Because it is essential medical equipment for my disabiliy, I keep it
in immaculate condition. When it did not
draw brine, or make soft water, I tried tto get a reputable water softener company to repair it. None but one would work on a Kenmore: that one came, iinspected my softener, could see nothing that did not look brand new
in the seals, Venturi, et al, could find
no cause for the standing water or the
performance failure. I had already tried replacing my Venturi, with an identical condition one, new, from the Sears parts store, so he tried a new seal kit. It made no difference, so he removed it, reinstalled mine, and did not charge me. Kudos to Indianpolis Soft Water. I had no alternative but to call Sears service (reluctantly - see what another customer commented about a Sears installed bursting a pipe: their installers destroyed my kitchen and laundry room that way during the installation (torched a pipe full of water over my objections).
The Sears repairman did get my softener to work, for 2 cycles, until it broke, probably unrepairably, because before he
and bailed out my flooded brine tank, of all the standing water and salt, he'd said he'd "give you" replacement
seals, rotor and disc and wave washer, and stripped my softener of all of my perfect parts and installed 2nd hand filthy ones off his truck using his
blackish mayonaissy grease from a large jar (no resemblance to silicone grease in
beeswax lipbalm color and consistency in small tins). With his parts installed, the softener still would not
draw brine or make soft water. After we
emptied the brine tank and added 2 bags of my pellet salt, the softener worked,
wice, and then failed.
The serviceman left a huge trail of mess and brine in my condo, and my buckets, which he's borrowed full of heavy brine and salt. He stole my factory-installed softener parts. I say sstole, because I noticed them missing as soon as I started to clean up his mess, and called the 'Resolution' # on the card he'd given me to ask to have then returned immediately; I called many times over a period of 10 days, starting with immediately after he left
my home taking my parts. I was promised
a call back, and never received one.
At the time I was not certain his 'grease' was as harmful as it looked. I have since confirmed that what I know silicone grease is supposed to look like is what it is always supposed to look like, and it is supposed to be not mayonaissy or dark grey.
Things with Sears have deteriorated from there. I am having a medical emergency, again, because the 2nd time I
cycled my softener, post-Sears serviceman, it failed to draw brine, or rre-charge, and Sears sent the same serviceman, whose lies I had to write down and number, to keep track of, to repair it. He said it's working properly
and that it is supposed to have standing water in it...
I have spent at least 12 hours on hold and speaking to Sears customer service and Escalation people, and at least 1 speaking to the Sears (Ecowater - the manufacturer's technical experts) Water LLine. The Sears Escalation woman empowered to decide how to resolve this admits to total ignorance of softener function, much less my model's and refused my request that she learn, or at least place a conference call to the
WaterLine with me, too, so they could persuade her to listen to reason/reality, instead of believing the servicemen. She sent a second one who also claimed 11" of standing water in the brine tank in normal and indicative of proper function (he called it 8") it measures 11". He also
tested the water in my presence, and said it was soft. I saw how many drops of reagent he added until the sample turned blue. It was testing 3 grains hard, which I later confirmed with
my own Hach kit.
He told more lies about the cycle timing and brine draw on my model. I wrote down everything he said. He didn't give me a card, and I don't know his name.

The 'escalation' woman had said she'd call last evening. She didn't. The serviceman had said his boss would call; he didn't.
I have been without usable water for 4 days, and can not manage for one more day.
I must have medically necessary equipment that I can trust, and that performs optimally and reliably. My Sears softener is probably unrepairable, due to the 2nd had parts and very suspect grease put into it
2 cycles ago.
I certainly have no reason to trust Sears. Which is a shame, for Ecowater, which makes a softener for Sears that should have a long life and be suitable ffor customers like me who need water @


Offender: Sears

Country: USA

Category: Miscellaneous

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