• Report: #1048626

Complaint Review: Sears Parts Direct

  • Submitted: Sun, May 05, 2013
  • Updated: Sun, May 05, 2013

  • Reported By: Activenets — Phoenix Arizona
Sears Parts Direct
Internet USA

Sears Parts Direct Washer appliance parts timer deceptive dishonest Internet

*UPDATE Employee ..inside information: Dear Activenets

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On January 25, 2013 I purchased replacement timer part 3953248 for our Sears Kenmore Washer from Sears Parts Direct for $145.00. I installed the timer and it worked correctly for almost three months. Then one day the washer mysteriously stopped in mid cycle and the breaker switch to the laundry room was tripped.

I could not repeat the problem but I replaced the breaker to be safe, thinking it might be bad. I did not suspect the timer in the washer as it was new. On May 5, 2013 the problem returned, but it appeared the breaker was not the problem but rather the new timer in the washer was causing a "short out" and tripping the breaker!

When I originally placed my order, I understood a new part to be under warranty for a year (at the very least). However, on May 5th when I called Sears Parts Direct Service line at 800-252-1698, I was told by a Manager named Dan that my part was just out of a "90 day warranty" and would not be replaced.

He then implied that I was verbally told the part only had a 90 day warranty at the time of purchase (which I was not). If Sears was selling rebuilt or used parts, I could understand a 90 day warranty; however I bought this from Sears relying on them to provide reliable, new merchandise. In addition, I saved chats from two Sears agents before receiving this part. Neither Morgan Wood nor Vanessa H indicated anything about a 90 day warranty.

So now I have a washer that could potentially burn down my house caused by a defective part sold by Sears and they are unwilling to replace this hazard they sold to me. It is fortunate I discovered this problem before a fire occurred as it would have been the fault of Sears providing the cause. Clearly, Sears wants to avoid standing behind or replacing their defective parts.

After reviewing the facts in this matter, it seems the right thing for Sears to do is replace the defective part. If they were to do this, would consider the matter closed. Otherwise, I believe it is important for every consumer to know about this type of disreputable business behavior and avoid doing business with Sears at any cost! It might prevent a tragedy!


This report was posted on Ripoff Report on 05/05/2013 04:27 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Parts-Direct-/internet/Sears-Parts-Direct-Washer-appliance-parts-timer-deceptive-dishonest-Internet-1048626. 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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#1 UPDATE Employee ..inside information

Dear Activenets

AUTHOR: Sears Cares - ()

Dears Activenets,

We are dismayed to learn that your timer is defective and understand how urgent it is to get you a replacement since this is obviously a safety hazard. We apologize for the troubles you have encountered while trying to reach out for help and would like to connect you with a dedicated senor case manager who can research and explore a few options to get you issue resolved. Please send the following information – contact #, screen name (Activenets) phone # used at time of purchase to SMAdvisor@searshc.com

Thank you,

Mario G.
Social Media Moderator
Sears Social Media Support

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