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LockedDo NOT purchase Kenmore appliances

posted on November 18, 2009 at 03:26PM Inappropriate?

Kenmore appliances have a special custom size for their parts so that you are FORCED to purchase replacement parts/fittings from them. You cannot simply go to the hardware store and purchase a universal size. If you try to order a part from Sears Parts, you will receive the worst customer service ever and will not be able to obtain the necessary parts because they are out of stock. Their customer service representatives will lie to you and tell you they will "expedite" the part to you and not tell you that the part is in fact on backorder and it will take over 3 weeks to receive it.

My husband and I purchased a Kenmore dishwasher (13463) which was delivered on 10/31/09. We've been waiting nearly 3 weeks for the fitting which was supposedly "expedited" to us. The worst part is, the Sears store we purchased the dishwasher from does not even carry this fitting. I don't understand why they would sell an appliance in the store and not carry the parts required to install it! 

I am very disappointed with Sears and their customer service. At this point, my husband and I are going to return the appliances we purchased. After this frustrating experience we will never purchase another Kenmore appliance nor will we be shopping at Sears.

replies: 6 latest post: March 20, 2010 at 01:37PM by andrealee
Displaying all 6 posts
posted on November 18, 2009 at 05:54PM
 

You can thank Whirlpool for this one. Starting in August 2009, Whirpool changed the inlet valve fittings on Whirpool, KitchenAid, JennAir, Amama, Estate, Inglis, Roper, and yes KENMORE 24" built-in and standard tall tub dishwashers. The part "will be available at local hardware and home improvement stores and retail appliance outlets."

The part number is W10273460 and is available from searspartsdirect.com

posted on November 18, 2009 at 05:56PM
 

This isn't about custom Kenmore parts; Whirlpool has changed the inlet for its dishwashers (including many Kenmore dishwashers), and there is a right angle connector that is required for installation. The kits with this piece are available at the stores under most circumstances. If they didn't have any, they might have sold out. I can't say for sure, obviously, because I don't work there. However, this isn't a Sears thing. This is a shift in the design of Whirlpool dishwashers.

posted on March 18, 2010 at 09:37AM
 

Twelve 1-800 #'s later, no one can comprehend that this part is sitting on some installer's truck in Jacksonville. I need it dropped off in my mailbox. Today. Sears needs to (1) update their installation PDF on the website so customers can plan and (2) try to see outside of their myopic concept of remote customer service. Reading from the on screen script is pretty lame. Having a $700 dishwasher sitting partially installed in my kitchen and telling me the critical part will be here in 8-10 days, is like me selling you a $26,000 car "oh and by the way, you need to send away for the steering wheel and it's going to be an extra $78.99." One customer rep told me the part was either "$300 or $4.49...I can't tell which."  Nice job Sears.

posted on March 18, 2010 at 10:48AM
 

Hi there, PCollins888!  We can have SearsCares, the customer service escalation team, take a look at the problems you are having, to see if they can help get this taken care of.  Just send me a private message with your name, email and phone number, and I will pass it along.

posted on March 18, 2010 at 07:16PM
 

The part itself is not a Sears problem, but the lying to about where the part is and waiting 10 days after you bought a new appliance for it to be in use IS A SEARS PROBLEM. Like every other thread here, the customer service and delivery and installation departments are less than to be desired. But no one is changing anything to make it better ot more efficient. It's always the customer's fault.

Good job Sears!

posted on March 20, 2010 at 01:37PM
 
In response to searshasbadservice's post from November 18 2009 03:26PM

sorry to hear of your experience.  we have purchased sears kenmore and only sears kenmore appliances for the last 30 years and have been almost totally satisfied with these products (i said "almost totally satisfied" as we had refridgerator that had to be replaced sooner than the normal 15-20 years for a kenmore appliance).  we have had to have repaires on our appliances from time to time and were always able to have any reputalbe service personnel come and fix them.

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