I have always been a loyal Sears customer until the experiences I have had with their nightmare repair service. In 2002 I purchased a Kenmore Elite washer and dryer. The washer ended up being defective and was replaced with a Kenmore Elite Oasis in June of 2006. On Nov. 18, 2007 my washer stopped in the middle of a wash cycle.

I have a 3 yr warranty on the washer and called Sears repair only to learn that no one would be able to come to my home until Nov. 27th. There is a lid lock on my washer and since the machine stopped in the middle of the cycle it would not unlock leaving my clothes in water. I explained this to the Sears customer service. There was no offer of concern or solution. The only way I could get my clothes out was to take the entire top off. Since I work I had my mother (who is 80) meet the repairman on Nov 27th. The repairman said he had to order a component for the digital panel and left WITHOUT draining the water. A week later the part came in. It was the wrong part. Another part was ordered and the water was not drained AGAIN. Week three - the part comes in and was installed. My mother was SOLD a product to clean out the washer. Later, when I started to wash clothes, I noticed the TOP of the washer was not fastened which required another repair visit. My house smelled like a sewer from the water sitting for three weeks. My mother was sold a product to clean the washer that Sears should have provided. The repair service was extremely poor. If my mother had not been available to meet the repairman I would have missed a total of two days work waiting for the repairman to show up in the four hour window. The national sears customer service contacted me regarding the situation and the lady I spoke to was extremely rude with an attitude who acted as though she was put over having to call me and listen to my concerns.

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