KENMORE ELITE HE3 Electric Dryer
I have enjoyed the use of the above appliance for 4.2 years without issue. However, a very simple part replacement has become complex and expensive.
The door handle broke. I ordered the replacement handle, additionally ordered replacement screws in the event the original screws were defective, and responded to a marketing pitch by ordering an additional item.
Eleven days elapsed. I only received the door handle. I attempted to replace the handle with the existing screws but found it impossible. Calls to customer service said the instructions could be found in the original owner's manual. The original manual remains in my possession; it contains no door handle part replacement.
The new door handle product description clearly states that it was "easy to install." Such a statement is nothing more than a lie. Sears customer service also offered to sell me written replacement part instructions but would not disclose the price.
Requesting a "technician" to replace the door handle involved a $72.00 diagnostic fee which did not include parts and labor. I advised the problem is diagnosed per my initial conversation with the customer service rep who sold me the three items.
If I schedule a service visit, the total cost to replace my four year old dryer handle will exceed two hundred dollars, $200.00. A visit to a local appliance repair service found that it is indeed not easy and involves considerable time.
Despite its continued favorable performance, the appliance is probably not worth the cost of repair.
I asked four Sears agents who reponded to my calls to provide me the name and address of the president. They provided me the National Customer Relations Center address. Two of the agents did not know their president's name!
I will trash the product rather than sell it to another and purchase the replacement based not only on cost and performance, but also on customer service.
I cancelled my Sear's credit card and encourage others to do the same. I will no longer contract any business with Sears and Kmart.
To date I have not received the other two items, replacement screws and the additional item but will pursue legal recourse against Sears.
Never shop Sears.
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