Sears Appliance Repair
2050 Southgate Rd, Colorado Springs, CO 80906
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The installation of our new Hot Water Heater was great, after we had to go out and buy the replacement Heater, due to the fact that Sears no longer carries Hot Water Heaters. I just don't understand why the contract was for the Washing Machine instead of the Hot Water Heater.
In October of 2015 I purchased a Kenmore® Top-Loading High Efficiency Low-Water Washer, model 110.2613*410. Since the purchase of the machine I have not had a problem with the clothes being washed. However, the machine does terrible on the rinse. My assumption is that because it does not use enough water to allow the lent to float free of the clothes the lent just stays stuck to the clothes. After the wash, I have to run a sink of water and put the newly washed clothes in it to get the lint off of them. The option is to spend literally hours brushing the clothes with a lint brush.
I called Sears Service and explained my problem. The man on the phone checked his database and then said that he would need to send a service man out to analyze the problem. The service man was excellent. He took one look at the washer and said that every washer of that model has the same problem. It has been that way since the machine hit the market. The service man recommended using a particular cycle as a best solution. I paid the man the $79 house-call fee.
The one-star rating is for the man on the phone and for Sears/Kenmore. Since the machine has been on the market for several years, the man on the phone must have seen in the database that this was a recurring problem. He should have told me and given me the recommended solution without sending a service man.
As far as Sears/Kenmore is concerned, this is an expensive digital machine. By now S/K should have come out with a software/firmware fix. It seems to me increasing the water level on the rinse cycle would do the trick. I know they tout it is water saving and meets EPA standards but it is not saving me water if I have to rinse everything afterwards using maybe two to three times the water the machine would have used.
Technician arrived exactly on time. Found the problem quickly (burned out sensor). He did not have this particular sensor on the truck, but was able to get one in 45 minutes. Installed new sensor. Reassembled dryer and tested it. It ran fine and everything seemed to work correctly. I paid the bill and he left. Then we actually put wet (damp) clothes in the dryer and tried it. The drum would not turn. Emptied the dryer and it worked great, added clothes and drum stopped turning. Called Sears service to have technician return or at least call me. Sears service assured me that someone would call. It's been 5 days and still no call. I finally gave up and took the dryer apart myself . I discovered that the drive belt had been installed upside down. It had a flat side and a ridged side. The ridges on the motor drive shaft just slipped on the flat side (with a load), but correctly installed it worked perfectly. I'm not mad about the mistake, I'm mad at no return call. Won't call Sears again!
Simply put, at the end of the day I still have an old mattress and box spring that were not taken away after purchasing the haul away option because they were stained. I understand why the policy is the way it is but at the same time if you do not inform your customer of these existing policies and take their money for a service then you should uphold to it. Secondly, customer service was very quick to redirect everything back to the store. The store will not return my calls nor will they let me talk to a manager. They just simply put you on hold until it cancels the call. So here I am 2 weeks later with an old mattress and box spring placed in the plastic that the new ones arrived in and sears has my money. Good job sears. Even when you are at fault you still somehow manage to pass the buck. Way to place the customer first.