• Report: #396469

Complaint Review: Sears, Kenmore, Whirlpool

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  • Submitted: Mon, December 01, 2008
  • Updated: Tue, March 10, 2009

  • Reported By:Gilroy California
Sears, Kenmore, Whirlpool
Hoffman Estates, IL Hoffman Estates, Illinois U.S.A.

Sears, Kenmore, Whirlpool Sears won't stand behind a One yr old Kenmore HE2t Front Load Washer (made by Whirlpool) Hoffman Estates Illinois

*UPDATE Employee: Serviceman almost entirely right

*Consumer Comment: servicemans opinion

*UPDATE Employee: Fl vs TL

*UPDATE Employee: Fl vs TL

*UPDATE Employee: Fl vs TL

*Consumer Comment: For some reason, the front loaders seems to have more problems...

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I purchased a Kenmore HE2t front load washer (Model #: 11047571601) last fall and it was delivered on 11/7/07. On Friday, 11/20/08 I got an error message of F01. "Okay, no biggie," I thought, just call Sears they always stand by their products, right??! WRONG.

It will cost $349.07 in PARTS to fix our one year old washer!!! God only knows what the labor will be. We have purchased all our major appliances at Sears over the last 20 yrs.... dishwashers, washer & dryer, refrigerators, stereos, TVs (several!), chain saws, mowers, etc. Last year alone, we spent over $3000 at Sears.

This $799.99 washer is FOURTEEN DAYS out of warranty and even the service man agreed that Sears should have extended a courtesy grace period. Obviously the various people I spoke with at Sears this morning did not agree. I've spoken to someone at Sears Service Center, Whirlpool (who claims they no longer can service these washers??!), and finally Sears Holdings. Debbie (at Holdings) quite snottily informed me that the warranty does not cover "even one minute, one hour or one day beyond the stated time."

It's almost like they have a setting in their computer. One year and a few days... and CRASH. Hmm, sure seems that a LOT of us have similar stories. My last Whirlpool W&D set lasted 18 YEARS without one single problem. (It was not purchased at Sears.)

DO NOT BUY A FANCY KENMORE FRONT LOADING WASHER -- RIP-OFF!!!

TriciaAintHappy
Gilroy, California
U.S.A.

This report was posted on Ripoff Report on 12/01/2008 11:43 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Kenmore-Whirlpool/Hoffman-Estates-Illinois-60179/Sears-Kenmore-Whirlpool-Sears-wont-stand-behind-a-One-yr-old-Kenmore-HE2t-Front-Load-Wa-396469. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Serviceman almost entirely right

AUTHOR: Jim - (U.S.A.)

Actually, I saw minor errors from both the service man and the employee. First, you WEREN'T offered an extended warranty, but you WERE offered a service contract which you decided you didn't need. That decision, in effect, stated that you don't want Sears to stand behind the product for anything more than the standard 90 day return policy, and that anything arising beyond the terms of the manufacturer's warranty will be at your expense. This is a decision that too many people make because they assume that Sears owns Kenmore, and will repair the item in question for free in order to safeguard their own company. NEWS FLASH-- Sears does not own either Kenmore or Craftsman! Sears is a retailer who offers service beyond the sale and gets shot down because the general public has been so overly warned against extended warranties that they can no longer think for themselves and see the difference between an extended warranty and a service contract. Second, and this is where the service man is mistaken, not all salespeople are so inconsiderate as to not care what happens to your merchandise a year or more down the road. Many of us do care, want the best care taken of your merchandise, and want you to be happy with it for a long time. Admittedly, there is a monetary reason for this, and that is that we hope that the next time you need something, you will find the same salesperson that helped you to save money over the long haul the last time around. This leads to more sales, better word of mouth, and even more new customers. Sounds like your issue could have simply been solved by reading and seeing the value in the Master Protection Agreement instead of pushing it aside as an extended warranty.
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#2 Consumer Comment

servicemans opinion

AUTHOR: George - (U.S.A.)

I have been a serviceman for 17 years and have never seen a front load washer outlast a topload the guy that works for the company is right except for that.
you can get top loads without computer boards, stick with the valueline stuff on any brand and you will be ok. the high efficency top loads that do not have agitators have the same computer boards as the front loads.
the main reason salesmen push to sell the front loads is the store makes almost twice the profit and the salesman gets twice the commission to sell one and neither cares what happens a few years down the road.
brokemaytagman
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#3 UPDATE Employee

Fl vs TL

AUTHOR: The Consumerist - (U.S.A.)

Top loaders don't last any longer than those frontloaders in fact they have more parts which lead to more failures (they also have computer chips inside them)

Look into Direct Drive technology on certain frontloaders for example LG, a solid product that unlike kenmore, whirlpool and maytag use belts and transmissions to run which constitutes more wear.

Whirlpool as you guess manufactures many of the Kenmore, Maytag, Amana, Kitchenaid, and Roper Appliances you could've gone worse and bought a GE or as the previous poster did and a Maytag Neptune.

Sears did offer you the Extended Warranty that would cover said issue + annual service. You gambled and lost. Unfortunately there isn't much recourse you can do Apologies for any headaches that the CSR dealt to you.
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#4 UPDATE Employee

Fl vs TL

AUTHOR: The Consumerist - (U.S.A.)

Top loaders don't last any longer than those frontloaders in fact they have more parts which lead to more failures (they also have computer chips inside them)

Look into Direct Drive technology on certain frontloaders for example LG, a solid product that unlike kenmore, whirlpool and maytag use belts and transmissions to run which constitutes more wear.

Whirlpool as you guess manufactures many of the Kenmore, Maytag, Amana, Kitchenaid, and Roper Appliances you could've gone worse and bought a GE or as the previous poster did and a Maytag Neptune.

Sears did offer you the Extended Warranty that would cover said issue + annual service. You gambled and lost. Unfortunately there isn't much recourse you can do Apologies for any headaches that the CSR dealt to you.
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#5 UPDATE Employee

Fl vs TL

AUTHOR: The Consumerist - (U.S.A.)

Top loaders don't last any longer than those frontloaders in fact they have more parts which lead to more failures (they also have computer chips inside them)

Look into Direct Drive technology on certain frontloaders for example LG, a solid product that unlike kenmore, whirlpool and maytag use belts and transmissions to run which constitutes more wear.

Whirlpool as you guess manufactures many of the Kenmore, Maytag, Amana, Kitchenaid, and Roper Appliances you could've gone worse and bought a GE or as the previous poster did and a Maytag Neptune.

Sears did offer you the Extended Warranty that would cover said issue + annual service. You gambled and lost. Unfortunately there isn't much recourse you can do Apologies for any headaches that the CSR dealt to you.
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#6 Consumer Comment

For some reason, the front loaders seems to have more problems...

AUTHOR: J G Shrugged - (U.S.A.)

I used to own the first generation Maytag Neptune that had a major class-action lawsuit, mostly because it failed within 1-2 years after the 1 year warranty ran out.

With that being said, the voters asked for change, so don't be surprised to see a carbon tax doubling the price of the inefficient and reliable washers on the market. While the new ones are more efficient, they are more complex to build and therefore more likely to fail.
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