Complaints.com

From: Message Author
Date: Monday, 16-Jan-06 13:00:17 CST

Business Info

My complaint is against Sears Department store regarding a Kenmore Elite front load washing machine. I purchased the machine in May 2005 from Sears Department Store at Knoxville Center Mall, Knoxville, Tennessee for the price of $1300.00. Less than 7 months later, 6 repairs later, 4 parts later, to many phone calls to count and several missed appointments to repair the machine I am out $1300.00 and a washer. Sears will not refund or exchange the product at least without charging me 10% and shipping on new product. I have gotten the complete run around by Sears and everyone I have talked to from the Store manager, Mike Blackwell all the way to the 1-800 number and the top of “customer complaints” department. I will never shop Sears again and I would strongly encourage the consumer public to do the same.

All washed up in Tennessee…..

Attached are my notes regarding the issue.

On April 22, 2005 purchased a frontload washing machine model number

 

 

11045872400 for $1099.99 plus extended warranty of $149.99 plus tax of $115.62

 

total transaction of $ 1365.60. The machine started giving a error code of F11

 

from the beginning of use of the product but it was clearable and then the machine

 

would continue to operate.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

In October the problem continued but more often and became harder to clear.

 

First service call was on Nov 25th, repairman was not very interested in running the machine

with a load of laundry and did nothing but unplug machine and say it was fine.

 

 

 

 

 

 

 

 

 

 

Second service call was on Dec. 3, repairman said floor might be giving too much

 

he unplugged sensors and really did nothing.

 

 

 

 

 

 

 

 

 

 

 

 

 

Third service call was on Dec. 8, repairman said I was not pushing buttons on

 

machine correctly or that I may be using wrong detergent. He ordered 3 parts

 

and said he was guessing to what the problem might be.

 

 

 

 

 

 

 

 

 

 

 

 

Dec 15, repairman didn't show up or call to reschedule his missed appointment.

 

 

 

 

 

 

 

 

 

 

Dec 16, I called 1800 number but no one called me back. I called on Dec 19th and

 

reschedule missed appointment for Dec22.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Dec 22, repairman called and wanted to come to the house at 10:00pm.

 

 

I reschedule for Dec 28th.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Fourth service call was on Dec. 28th, repairman came and put on 3 new parts.

 

 

 

 

 

 

 

 

 

 

Machine continued to give F11 error on Dec.30, I called the 1-800 and was told to

 

pick out new machine to be delivered and that I would receive a replacement.

 

 

 

 

 

 

 

 

 

 

 

Over the next week and a half I continued to call the 1-800 number with no

 

 

answer or date of replacement.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Jan 9 we received a call stating that we would be charged a shipping fee for

 

 

new machine and a 10% usage fee for old machine. I called store manager

 

 

Mike Blackwell (521-3769) he was no help.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Fifth service call was on Jan 10th, repairman was at my house 3 hours with

 

 

no resolution except to replace another part.

 

 

 

 

 

 

 

 

 

 

 

 

 

At this point I have a sixth service date set up for Jan 13th to replace yet

 

 

another part. In addition to these notes are numerous calls to the 1-800

 

 

getting no help at all. I was told that I had a promise to replace after the

 

 

fourth repair . At this point I will end up replacing the machine at my own

 

 

cost and I am now asking for a full REFUND.

 

 

 

 

 

 

 

 

 

 

 

 

 

Friday Jan. 13th repair man missed appointment.

 

 

 

 

Now machine is not working at all.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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