Sears warranty - worth it!!

[Glitter Brunello Super Moderator Find all posts View Profile Close Glitter Brunello]

We needed a new washer/dryer last year and ended up with something from Sears. I don't usually take the extra warranty unless it's for a high ticket item with a likelihood of costly repair. The only thing in my house I bought one for is the fridge but the salesman really did a number on me with the W/D so I got it for that, too.

With the warranty, we're entitled to an annual "checkup." So we called last week for our annual "checkup," what the heck. The washing machine had been making a lot of noise, but it wasn't something I'd ordinarily complain about since it was working well enough and not flooding the basement (the ice dispenser on the fridge has been psychotic for months, and I've yet to handle it).

So the Sears guy came yesterday, found that the ball bearings were shot and I'm not even sure what else, and today we got four big boxes delivered containing a basically new machine (everything but the shell) and they will come back and install it in a few days.

My inner cynic is wondering if there isn't some sort of racket involved like there is with auto insurance claims, but I'm glad I got the warranty.

[bigfrank Administrator Find all posts View Profile Close bigfrank]

The best deal they offer IMO is the one they do not tell you about, They offer one with a $20 or $25 Deductible which sells for half the price so you are coming out a head even if you do or do not use the service.

[falmouth3 Senior Member Find all posts View Profile Close falmouth3]

We didn't originally get the warranty for our washer and dryer when we bought them 7 1/2 years ago. Then we needed service a few years back and they let us buy the warranty. Turns out we needed repairs on both the washer and dryer in time. We're a family of 2 people. We shouldn't have had broken appliances at all within this period and we've needed repair on the dryer twice. Additionally, I use a clothes line outdoors during the warm weather. So these appliances have been used relatively lightly.

Although the warranty did save us money on the repairs, we shouldn't have needed it at all. I will not be extending the warranty and the next time these appliances need repair, we will not be replacing them with Kenmores. I had a Magtag washer that was well over 20 years old and running great when the people who bought our previous house wanted it. All appliances should be built that well!

Sue

[Glitter Brunello Super Moderator Find all posts View Profile Close Glitter Brunello]

You're right, Sue - they really don't make appliances like they used to. I wanted to keep my 20 year old dishwasher when we redid our kitchen because it worked fine, but I got outvoted. The new one hasn't broken yet, but I'm sure it will.

Our washer/dryer gets heavy use, probably 10 loads a week. Still, it's just over a year old, doesn't seem right.

[shaggy Moderator Find all posts View Profile Close shaggy]

I do not know of a warrenty that the salesman can offer with a deductible. I think the repairman can offer something. If you can remember to call every year for a checkup you'll come out good. They're banking on the the fact that you will forget. shaggy

[bigfrank Administrator Find all posts View Profile Close bigfrank]

I do not know of a warrenty that the salesman can offer with a deductible. I think the repairman can offer something. If you can remember to call every year for a checkup you'll come out good. They're banking on the the fact that you will forget. shaggy

The call center offers it

[mdurette Senior Member Find all posts View Profile Close mdurette]

A former boss use told me once that years ago he purchased a "cover all Kenmore" appliances in your home when he bought a new fridge. He found a trash compactor at the dump and brought it home to see if it worked. (yes, I told him that was gross) Anyway, it didn't work. He states the warrenty department and since it was sold old they didn't have parts to fix they gave him a brand new one.

This guy was a bit of a storyteller. Not really sure if true. I had a hard time getting over the fact that he took it from the dump to begin with!

[Pstreet1 Senior Member Find all posts View Profile Close Pstreet1]

We have a Kenmore fridge, still working, but the light no longer functions. Called Sears; they came out. They told us they no longer make the parts (it's about 8 years old) to fix the light, so..... "sorry." I complained that there was no point in buying the warranty if that was the response. The saleslady backed us up. They said, "the light is not essential to the functioning of the fridge; therefore, .....sorry." That's the last Sears warranty we'll ever buy. Instead we have a service policy that covers all appliances, sprinkler system, plumbing, etc.

[Glitter Brunello Super Moderator Find all posts View Profile Close Glitter Brunello]

Well, my living room is filled with boxes containing the replacement washer and parts, and the Sears repair guy has missed three different appointment days, each originally covering the whole afternoon, extended til 7 pm each time and still no show. I'm beginning to think it's not worth it. Today Sears made a big deal about giving a $25 gift certificate for the inconvenience.

Thank goodness the "old" machine is still working, or I'd really be in trouble! I should probably change the title of this thread.

[tonyg Goomba & Super Moderator Find all posts View Profile Close tonyg]

I'm no longer much of a Sears fan. I did have a service contract once that saved me a little over it's cost when a repair was needed. I probably would have saved more by not getting the service contract and fixing it myself. My real problem with them is that they don't carry replacement parts for long-if at all. I remember one year when I bought a microwave that didn't work and I had to return it---then the replacement didn't work and I took it back and got another and that didn't work---when I took that back I got a refund and bought one elsewhere and 25 years later that one still works.

[SearsCares Junior Member Find all posts View Profile Close SearsCares]

To Glitter Brunello,
My name is Brian and I’m part of the Sears Cares Escalations team. I’m sorry to hear that you’re having these problems with your washer. I’m glad we could get the parts to you, but it is unacceptable that we have missed the scheduled appointments to finish the repairs. My team needs to step in on this situation and make sure the tech gets out and the problem gets resolved. We can’t allow you to continue to be frustrated and without the use of your washer. At your convenience, please contact my office via email at searscares@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Glitter Brunello) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian J.
Senior Case Manager
Sears Cares

Falmouth, we hate to see things like this happen. Unfortunately we are not the manufacturer and in all likelihood, the manufacturer of your washer and dryer are either Maytag or Whirlpool. You’re correct that they shouldn’t have failed, but anything that goes through a manufacturing process has the possibility of failure which is why Sears does offer extended care warranties when the manufacturer’s warranties are up so if the units develop issues, they would be covered. We hope that you won’t need them, but the peace of mind they bring, we hope, will outweigh the cost.

[Glitter Brunello Super Moderator Find all posts View Profile Close Glitter Brunello]

Wow. Big Sears Brother is watching!

It is good business to scour the web for complaints and address them. If this doesn't get done in short order, I will contact you directly. Thanks.

[Beaglemom3 Senior Member Find all posts View Profile Close Beaglemom3]

Wow ! How simply wonderful.

I know now where I'm buying my new gas range.

Confidence rebolstered. Thank you !

[falmouth3 Senior Member Find all posts View Profile Close falmouth3]

Thanks for the response Brian.

Sue

[grest Senior Member Find all posts View Profile Close grest]

We have a Kenmore fridge, still working, but the light no longer functions. Called Sears; they came out. They told us they no longer make the parts (it's about 8 years old) to fix the light, so..... "sorry." I complained that there was no point in buying the warranty if that was the response. The saleslady backed us up. They said, "the light is not essential to the functioning of the fridge; therefore, .....sorry." That's the last Sears warranty we'll ever buy. Instead we have a service policy that covers all appliances, sprinkler system, plumbing, etc.

We had a Kenmore where the light also didn't work...they couldn't fix it and we used it dark for many years.