- Report: #1077376
Report - Rebuttal - Arbitrate
Complaint Review: Sears
Sears3333 Beverly Road Hoffman Estates, Illinois USA
Sears Kenmoore Pro Dishwasher is a Leaky Lemon, Sears Will Not Stand Behind the Product Hoffman Estates Illinois
*Author of original report: Thank you for the soliloquy
*UPDATE Employee: SearsCares
*General Comment: How exactly??
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In 2006 we did an $85,000 renovation of our kitchen and chose to use all Kenmore Pro appliances. Our kitchen won NARI remodeling awards in northeast Ohio after its completion. Livig proof that beauty is not only skin deep. Unfortunately, choosing Kenmore appliances turned our dream kitchen into a nightmare kitchen.
We have had our dishwasher fixed approximately six times for leaking. If my memory serves me right we had it fixed three times in one year. The dishwasher leaks to this day. The Sears technicians have replaced the door seal multiple times thinking that would stop the leak. No luck. They ordered hinges and latches. No luck. We have paid repeatedly for subsequent repairs because Sears will only stand behind their repair 90 days, if at all. Even if it has been "fixed" five times for the same problem if the sixth event happens on day 91 Sears employs the “gotcha” and you have to pay again.
I contacted a chat agent at Sears hoping to find an alternative route to resolution. They told me to fix it myself by going to managemylife.com! They would be happy to send another technician and charge me again but if I am not willing to pay I have been told to fix it myself. How am I going to fix it if their repairmen could not figure it out? The agent then went on to say that Sears appreciates my business. That is obviouslynot true.
In addition to the dishwasher problems we just had our Kenmore Pro refrigerator “serviced” because the inside rusted. Yes, you read that right, a Pro refrigerator rusted on the inside. The technician, that we paid for, said it was defective workmanship but since it is no longer covered by warranty I have to pay for it. I have purchased the replacement panel, at my expense, and will have to install it myself unless I am willing to pay Sears for yet another service call.
We just had them look at our freezer because it is now frosting up inside. It appears the gasket is going bad. Sears charges $200 just for the service to replace the gasket. That does not include the part.
The fun does not end with the dishwasher, refrigerator, or freezer. We have a high end Kenmore flat cooktop. The numbers for the heat settings on our cooktop knobs all wore off when washed with warm water. My wife used a Sharpie to write the numbers back on because Sears said it is normal wear and tear and that replacement knobs will cost us $50 each. That is a nice addition to an $85,000 kitchen. Shame on us for thinking you could safely clean a part of the cooktop that gets greasy.
A dream kitchen that in reality is a nightmare kitchen. Buyer beware. Sears will not stand behind their products. It is not the same company it once was.
Sears sent me an email in regard to my complain on mythreecents.com. They offered to "assist" with another repair of the dishwasher. I had to ask four times what "assist" means. "Assist" means they will offer me a discount on parts. Unreal and insulting. Why would I pay any amount of money to have the dishwasher "fixed" again? Their technicians have proven that they are unable to fix it and they are now suggesting I should buy parts and pay them to "fix" it again. This is a complete leap of illogic. If I don't laugh I will cry.
Alternatively they offered a discount on a new Kenmore dishwasher. Again, this makes no sense. Given their track record why would I purchase another Kenmore dishwasher? That is nuts. They have proven repeatedly that they don't stand behind their inferior products. When I called back and left a voicemail telling them that any resolution that required one cent out of my pocket was unacceptable they stopped communicating. I am not surprised. I have completely given up on Sears. I will not buy a screwdriver from them and instead will do everything I can to tell people my story. Coincidentally, my in-laws are remodeling their kitchen and they asked us how we liked our appliances:) Needless to say they are not going to buy them from Sears.
Talk is cheap and they repeatedly say they value my business. In reality what they value is an unending stream of revenue for repairs that are the result of poor quality. They don't care that their substandard appliances are an Amityville horror for the homeowner. Once they have your money the game is over.
Message to Sears: Divest of Kmart and not loyal customers. Going to Home Depot to buy something other than a Kenmore.
This report was posted on Ripoff Report on 08/20/2013 08:58 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sears/Hoffman-Estates-Illinois-60179/Sears-Kenmoore-Pro-Dishwasher-is-a-Leaky-Lemon-Sears-Will-Not-Stand-Behind-the-Product-H-1077376. 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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