Sears warranty - worth it!!

[Sydney Contributor - Bronze Find all posts View Profile Close Sydney]

I've had my dryer for 15yrs. Am not looking forward to replacing it when it eventually dies. The newer machines aren't made to last.

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

attn: Searscares

Hi Brian,

Sent you an email yesterday but have not heard back - our next (and 4th) appointment is scheduled for tomorrow (Friday) morning at 8 am. I really hope it works out this time.

Thanks in advance for anything you might do.

GB

[PHILL12 Senior Member Find all posts View Profile Close PHILL12]

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,

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.

What you just posted just happen to us two months ago! Not sure if we have same but bought Kenmore washer with large inside area and replaced our old Kenmore of seven years. We didn't take extended warranty this time and at one year and one week the washer started screaming, warranty was only good for first year so it took one week after to fall apart!

I called Sears and was told what it sounds like and set day for service. The lady offered us a good deal for warranty on our washer and dryer and we took it for one year at about $90.00.

When service came out they found problem that included completely changing all the inner section. This would have cost us $480.00 without the warranty so taking insurance was smart deal. They ordered the parts and as you stated we also had two large boxes shipped to us. Service was here for 2 1/2 hours replacing the parts and told me Sears knows of this problem with this washer and it has been happening to all the customers who bought it. I ask why they didn't stop selling it until the problem is fixed and was told it was easier to come out and repair/replace . Problem with this is we spent over $450 for the unit and without insurance it would have cost another almost $500 to fix.

As much as we buy from Sears and have had Kenmore for many years this is the highest price washer we ever bought and the worse unit.

If this was a car there would be a recall before this!

PHILL12

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

Sir, I’m glad we could talk today and thanks for allowing us to ensure that the tech(s) made it to your home and got the unit working. We’ll be in contact Monday 04/05/10 to make sure everything is still working properly for you. As I said in our conversation today, please make us the point of contact for any future issues that may arise. We don’t want you to be frustrated when we are available for you.

Thank you,
Brian J.
Senior Case Manager
Sears Cares

[bigfrank Administrator Find all posts View Profile Close bigfrank]

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.

A good company has people looking on line for both good or bad responses on there products, If you recall we have had Microsoft reps here to help with there software and other big companies come out of hiding,

The best thing you can do when starting a new thread is put something in the tags area so search engines can find these posts.

[PeterS Moderator Find all posts View Profile Close PeterS]

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.

Years ago, parents of a friend bought nothing but Sears appliances just because of that warranty...
At the time, Sears offered an all Sears/Kenmore whole house warranty that cost about the same as three major appliance warranties. So they bought everything from Sears... fridge, stove, dishwasher, microwave, chest freezer, heater, A/C, dehumidifier, water softener, hot water heater, etc... I think it may have even included the lawn tractor...

A great idea for generating loyalty...

Pete

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

I actually just renewed mine for three years for $600...they are 10 years old, but I'd rather not deal with getting new ones so for three more years we won't have to worry about it.

Years ago, parents of a friend bought nothing but Sears appliances just because of that warranty...
At the time, Sears offered an all Sears/Kenmore whole house warranty that cost about the same as three major appliance warranties. So they bought everything from Sears... fridge, stove, dishwasher, microwave, chest freezer, heater, A/C, dehumidifier, water softener, hot water heater, etc... I think it may have even included the lawn tractor...

A great idea for generating loyalty...

Pete

[taffy19 Gold Contributor Find all posts View Profile Close taffy19]

I was impressed by someone from Sears posting here and promising to follow up that the problem has been taken care of. We bought several Sears refrigerators over the years and the first one lasted over 20 years and it still worked when we finally gave it away when we remodeled the kitchen.

The newer ones only lasted several years so we take the policy out but had forgotten to have them check it once a year. Will call them when we get home.

[taffy19 Gold Contributor Find all posts View Profile Close taffy19]

A good company has people looking on line for both good or bad responses on there products, If you recall we have had Microsoft reps here to help with there software and other big companies come out of hiding,

The best thing you can do when starting a new thread is put something in the tags area so search engines can find these posts.

I wished that Marriott, Starwood and Wyndham had people answer the many complaints that are posted and have people follow up with we care and follow up that the problem has been resolved. Now that would be nice!

[bigfrank Administrator Find all posts View Profile Close bigfrank]

I wished that Marriott, Starwood and Wyndham had people answer the many complaints that are posted and have people follow up with we care and follow up that the problem has been resolved. Now that would be nice!

Wyndham has been here

[PHILL12 Senior Member Find all posts View Profile Close PHILL12]

I actually just renewed mine for three years for $600...they are 10 years old, but I'd rather not deal with getting new ones so for three more years we won't have to worry about it.

Holly if your talking $600 for your washer and dryer it sounds like way to much money! If we did ours for three years it would have cost under $300.

We have all Sears products {KENMORE ELITE} and have for years and had warranties on everything until about three years ago. The tech's were always nice at our home but fed-up with phone jockys I dealt with and canceled all warranties. Last two times I called I talk to women who hardly spoke english and were rude to me. Sears sent me a refund for over $400 that was left.

This one year warranty is first one we bought since then.We bought new refer/bottom freezer last year to go with our washer/dryer. Also bought my daughter a new Kenmore washer for her new apartment and again no extended warranty.

PHILL12

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

I know...the price goes up the older the appliance is. The w/d is 10 years old, and it's really an "I don't want to deal with getting new w/d right now" decision. The guy comes out once a year and keeps it going, and we don't have to worry about it. Early in the life of the appliance it is cheaper. Oh, I also forgot to mention that my dishwasher and disposal are covered as well.

It's not a "deal" but it's worth it to us right now to have one less thing to worry about!

Holly if your talking $600 for your washer and dryer it sounds like way to much money! If we did ours for three years it would have cost under $300.

We have all Sears products {KENMORE ELITE} and have for years and had warranties on everything until about three years ago. The tech's were always nice at our home but fed-up with phone jockys I dealt with and canceled all warranties. Last two times I called I talk to women who hardly spoke english and were rude to me. Sears sent me a refund for over $400 that was left.

This one year warranty is first one we bought since then.We bought new refer/bottom freezer last year to go with our washer/dryer. Also bought my daughter a new Kenmore washer for her new apartment and again no extended warranty.

PHILL12

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

I just wanted to follow up to report that, after a great gnashing of teeth, someone did eventually show up to install the new parts and the washer has been repaired. They missed the Friday morning appointment, and Brian had to get involved to get someone to show up here by late afternoon.

It appears that the local dispatch/service people here are in a state of disarray - if SearsCares hadn't seen my post I'm not sure it ever would have gotten straightened out, but I am very glad that Sears cares enough about its online reputation to monitor it and step in when necessary.

Thank you, Brian.

[3kids4me Super Moderator and Super Mom Find all posts View Profile Close 3kids4me]

Glad you got everything straightened out.

I will never buy from Sears again because of their service problems. You have to wait days for someone to come out, and then half the time they don't show up...exactly what Glitter experienced here. It's too bad because their appliances are generally good and well priced, although more local stores are now matching their sale prices. We just bought a new range and microwave, and I did not go to Sears for it but was able to get the same price elsewhere.