Dishwashers Discussions

There are rare cases when an appliance (or any other product) will fail long before the average lifespan for that product has lapsed. This is one of those cases.

The manufacturer's warranty is paid for by the manufacturer. In this case, the manufacturer is Whirlpool. Whirlpool pays Sears to do the service on your dishwasher during the manufacturer's warranty period (one year). After that, Sears is paid by the owner of the product for service. This is not a new thing, nor is it exclusive to Sears.

Not to sound callous, but I'm quite sure that when you purchased your dishwasher, the sales associate offered you our Master Protection Agreement, and explained how you would receive annual maintenance checks and complete coverage for any and all repairs due to defects or normal wear and tear.

I am assuming, because you've posted expecting Sears to fix for free what it has no obligation to fix for free, that you declined the protection agreement. We offer it because, while the vast, vast majority of appliances don't have problems early in their lives, or within 5 years, even, that doesn't mean that you won't get the one that does. It's an easy way to safeguard yourself against unexpected repair costs.

I am assuming that you told the associate some variation of "we don't want it, we'll take our chances" when offered the protection agreement (a mere $30-45/year). When we gamble, we might win, but we also might not. That's the chance we take.

While your dishwasher certainly isn't having what would be deemed a normal run, that does not create an obligation to fix it at no charge and eat that cost.

Would your dealership fix a car that was beyond the manufacturer's warranty for free?

Or, to put it in a different light, how would Sears look to customers if they knew that they could get for free what they should rightly be paying for? Would Sears be deemed a savior or a sucker? They'd be a savior to you for the moment, but from then on, you'd know that you could get free stuff from Sears if you just try hard enough. Then Sears would be a sucker.

To be perfectly frank, Sears is a business, not a charity, and while losing money on a single customer might be justifiable as good business, losing money on every single customer is bad business. Sears would have to give free out-of-warranty service to everyone if it gave it to anyone (it is, to put it crudely, like feeding strays). If you like Sears, and want to see Sears succeed and continue to be a great place to shop, asking it to give away hundreds of dollars of merchandise and service to everyone who asks for it is directly counter to Sears being able to survive.

And, to be fair, you claim you've always bought Kenmore. Presumably they did not give you any problems, so clearly it's not that quality is an issue overall, it's just that you got a dud that took a while to manifest its problem.

With all that said, rather than posing your question as "I'm important to you, so give me stuff," I suggest you call your local Sears store, explain what the dishwasher is doing, and mention how young the dishwasher is. If you avoid making it sound like you're demanding free service, they may be inclined to call our service branch and relay your story, and the service branch would call you to see what can be done, if anything.

You may not be aware of it, but you're using vinegar when you should be using honey. Honey is REALLY attractive, and vinegar is REALLY repulsive. The right approach can make all the difference.

Thank you for your quick reply.  I believe I understand what it is you are saying.

I am not the type to argue.  SEARS has simply lost a customer now.

You don't beleive you would have got the same reply from every other appliance retailer?  Please let me know when you find one that exchanges out of warranty units or repairs them for free.  I will start buying from them also!

Actually, manufacturers sometimes do extend service on particularly problematic units because of the customer satisfaction issues they raise, and only lets you know about them if you call.  The SEARS rep on my call this morning, who was very nice, said I should take the issue up online. 

And specifically, SONY has replaced a unit for me in the past.

 

I don't see the why a Sears rep would tell you to post here for help.  Isn't it his/her job to help you to the limits of company policy?  As for Sony taking care of you, they are a manufacturer as opposed to a retailer.  The manufacturer is basically the only one who should take care of any problem, either through the retailer within  thier warranty period or through themselves after the warranty period if they have a known issue.  You might try contacting them directly.  If you post your full model number here I am sure bluecrew or one of the other Sears people can tell you who made it and a company phone # for them. 

One other thing sort of concerns me.  You had the unit looked at by a 3rd party repair service.  Does this company also sell appliances?  Are they authorized to work on this brand?  The grinding noise you mentioned is sometimes just something stuck down under the main wash arm..(bone piece, glass, etc.) you might take a quick look by removing the arm, and checking around the screen area.  Good luck to you.

If you'd like to see if the manufacturer would extend service on your dishwasher (Sears is the retailer, not manufacturer), there's a model number on a sticker in your dishwasher. Because you mentioned Ultra Wash, the model number should begin with 665, which means Whirlpool made it. If it starts with a 5 (unlikely), Frigidaire made it. The manufacturer might, as you suggest, be willing to provide service, but, like I said, I would be polite and humble rather than threatening and demanding.

Or, as I suggested, you might want to call your local store, explain your situation, and see if they'd be willing to call service to see what can be done.

When you say "Sears rep," do you mean from 800 4 MY HOME, or at the store?

If this dishwasher has a stainless stee tub in may be under part warranty, some of the  higher qualiy units will extend the warranty to include racks, motor and pump mechanism,etc. water leaking thru the center shaft seal will eventually ruin the motor, if you decide to keep using an Appliance that is not working properly and you run it till the warranty runs out  blame it on the kids.

Interesting how this is caused a rare instance. We have a kenmore Elite dishwater that we've owned for 4 years. I too is making that same grinding noise and we were just quoted 400.00 to replace the motor. 

When we made this purchase we also bought a Fridgidaire double oven from Sears. This had to have the control board switched out after 3 years. That also cost us 300.00.

I don't really think this is a reflection on Sears but more a commentary on how poorly items are made these days. Gone are the days of the 15 year appliance!  

Hi Carlosvic-

Welcome to MySears.  One thing I have learned from our community members is to ALWAYS buy the MPA.  It sounds as though that just takes care of everything.  Also, it pays for itself to have yearly check-ups, which may find an issue with your appliance before it becomes a major issue.

 

I had a Gaffers&Statlers dishwasher which was wonderful (even moved it to our present home 13 years ago) and we've used it since 1991. Well, last year the "grinding"noise became unbearable, and I quit using it. Yes, the bearings are shot, and a new motor would cost more than a new dishwasher. And I believe,  Gaffers&Statlers went the way of all buffalos...Good advise here on this thread though, yes we can no longer get quality products that last 15 years, and buying the warranty is good insurance, based on the way things are. I will consider this in my purchase of a Whirlpool dishwasher for sale at Sears.

It is true, "They don't make things the way they used to."  I worked for a time at a local vacuum and appliance repair store.  They have seen the quality and workmanship change in the last 50 years.  Appliances once were made with the pride of craftsmanship and the need to give the customer the most bang for the buck.  Now most goods are made to be disposable.  "When it breaks, get a new one."  Easy credit and the ability to mass produce cheaper products has killed off items ". . . made the way they used to."  Of course, you now have vacuums that can be lifted with one hand and tv's that fit blend with framed pictures.  Unfortunately, with cheaper products we have to buy them more often.

 The MPA is not a guarantee of having a workable unit... we purchased one for our SEARS bought treadmill and had the free Annual Belt replacement and oiling as recommended. There was nothing wrong with the treadmill before he came to do the annual recommended maintenance. The techs hired by the MPA companies take an online test and in our case had no idea what he was doing. That tech came here 4 times, replaced most moving parts and we have spent more hours trying to get this taken care of this than we can tolerate. We have to use alternate and inconvenient methods of getting our aerobic exercise and rehab. We have now been out of a working treadmill since the beginning of Dec 08 and it is vital for my husband's military fitness training and my knee rehab. Don't count on the MPA to be your salvation.

Is your treadmill a NordicTrack or a ProForm or Horizon? It sounds like the treadmill gets quite a bit of use, between fitness training and rehabbing a knee.

If it's a NordicTrack, we unfortunately have no way to control what kind of service you get, as NordicTrack does all service on NordicTrack products. If it's another brand, then you get Sears repair technicians (there's no MPA company, because Sears runs the protection agreement, and hires/trains the technicians), and Sears has more ability to control outcomes.

If you could let us know what kind of treadmill you have, and what level of machine it is (heavy duty high CHP model, or lower end walking/jogging model), that would also be of use.

Sear service is horrible.  I spent several hours on the phone this morning about a major repair on a less than 15 month old dishwasher.  I purchased a service agreement for $205 to cover labor and parts for the repair with a maximum of $500 per repair.  Keep in mind this dishwasher cost over $110 just barely over a year ago.  The repairman checked and discovered that parts and labor would take the repair to $540 or $550, just over the limit.  He asked for an okay to go ahead anyhow and was denied.  That led to hours on the phone, including a call to the manufacturer who told me that the retail price of the part is $274 but I could purchase it for $100.  After hours on the phone, Sears told me the part is $393!  Keep in mind that at the retail price ($274) Sears is making money, probably well over $100.  They added on another $140 to that yet refused to knock $40 or $50 off the cost of the repair so it could be done.  My options are to get my $205 back and not have the work done or get a $500 credit toward a new dishwasher at Sears.  (I would have paid $205 for that $500 credit, in addition to the over $1100 I paid last year.)  And I bet Sears would charge to remove the old dishwasher.  I'm still waiting for a return call that should have come 30 minutes ago at the latest.  Do not purchase major appliances from Sears.  Even if they beat a competitor's price it's just not worth it.  Shop at ABT.  They don't hassle you like Sears.  I am furious!

Send a private message to SearsCares on this website and tell him/her your story. They may be able to help you.

As for ABT, I've heard more bad things about service from ABT than you can shake a stick at. They're easily one of the largest of the fly-by-night online-only retailers, and they don't have any customer support system like we have (store, 800 4 MY HOME, repair organization, MySears.com, SearsCares, etc.). I think if you give SearsCares a chance, you'll be able to find a resolution that will satisfy you.

Hi Fuming-

Sorry to hear about the issues you are having getting your dishwasher fixed!  I sent your information on to SearsCares.  Check the thread in the next few days.  If they do not reach out, see BlueCrew's response and send them a private message.

 Dear Fuming

 It is disappointing to hear about the trouble you are experiencing through Sears service department. My name is David and I work for the Sears Cares Team. I would like to assist you in resolving this situation. Please contact me at searscares@searshc.com so we can further discuss your needs.

 Thank you,

 David V.

Senior Case Manager

Wow, I need a new dishwasher but after reading Sears' Bluecrew response style, even though they claim no fault - I am going elsewhere.  I was here checking out new dishwashers right now.  It sounds like this Bluecrew is just  smoke and mirrors PR and no real value to the customer.  Sears - you have lost my business also as I am not buying my dishwasher or any other appliance through you.

We just had the same problem with a Whirlpool.  The repair man came today and the problem was the same and the quote was about $300.  We didn't buy ours at sears, but the repair man said that there has been a lot of similar problems with motors lately.

the most common problem I've seen on a noisy Dishwasher is something gets into the chopper that is hard.  this is a soft food disposal that is supposed to grind up any food to pass thru the drain. popcorn will make a lot of racket just as any thing that doesnt belong in the Dishwasher. you could take the pump apart and see what is the problem in far less time than complaining here for weeks.

My dishwasher was making a loud, grinding-type noise a couple years ago.  It occurred to me that the noise started soon after I began using the dissolving gel-pack detergent, and I wondered if maybe the gel wasn't completely dissolving and was instead building up somewhere.  I stopped using the gel-packs and after a week or so the noise stopped and now my dishwasher is so quiet I barely know when it's running.

if you bought your appliance on a credit card like AX..they automatically extend many warranties an additional year...just a thought for you - if you didn't, you may want to do it for future purchases.

wow,you people are scary,i just purchased a kenmore over-the-range microwave and was planning on purchasing the elite stove and dishwasher on sale starting tomorrow....i suppose this is like purchasing a new vehicle,some are just lemons to start with.....i'm sticking with sears,hopefully with lots of luck.

Hi Weezer- Welcome to MySears! So glad to hear you are getting your new appliances from Sears. It is true, there are some lemons out there, but Sears is just the most reliable and trustworthy place out there! Don't forget to purchase the MPA-you receive yearly check-ups for your appliances! Also, there is a terrific promotion going on through this site-Sears is rewarding those that write the most reviews FREE SHIPPING on any Sears purchase for a year! They are picking 25 community members a week-those are pretty good odds. Maybe review your new microwave?

My Kenmore Model #685-17039403 died last month after only 3 years of service. Repairman tells us the motor failed at a cost of over $400 to repair.  My previous Maytag lasted 12 years. I called Kenmore to see if they could help me or tell me if this was a common problem. They were very rude  and told me that 3-5 years is a normal lifespan for thir dishwashers and they were not able  to do anything for me. She never even asked for the model number to see if it had been recalled.  I called Sears customer solutions and found them to be very sympathetic and helpful. They reimbursed me for my service call and offered me a $100 product discount.  I may not buy another Kenmore or Whirlpool, but I will  now consider another brand at Sears based on their wonderful service.

Well, I certainly wouldn't agree that 3-5 years is a "normal lifespan" for a dishwasher. However, sometimes we get duds. It does happen, unfortunately, but that's guaranteed with mass production. I can, however, strongly recommend the current generation of Kenmore dishwashers made by Whirlpool, as they are of excellent quality with a range of features that will be sure to meet your wants and needs. Whirlpool does make the best dishwashers on the market (they make 7 of the top 9 models in Consumer Reports). I'm glad Sears was able to take care of you and I'm sure your local store will be able to get you into a dishwasher that will perform to your expectations. Good luck!

The problem with all dishwashers made by WHIRLPOOL, which includes the Kitcheanaid, Maytag and Kenmore, is that the main water seal on the main pump is defective.  It has been for years now and Whirpool won't do anything to change the design. I had the same problem with a Kitchenaid dishwasher that happend during the first year under warranty, and then again four years later, UNDER THE EXTENDED WARRANTY. Sears still wanted $500+ to repair the dishwasher, and Kitchenaid duped me out of $80 just to have a repairman come to my house to tell me what I already knew. So I'll never buy another Extended Warranty again, or a Whirlpool based product.

The following week, I went to Sears and purchased a BOSCH dishwasher because - #1, it isn't a WHIRLPOOL product, #2, it has been winning JD Powers awards for the last three years, and #3, my salesman told me that he has NEVER had a customer complain about the BOSCH dishwashers like Whirlpool customers do. I love my BOSCH dishwasher. It is so quite, it sounds like RAIN hitting your window when it is washing.

You need to do your RESEARCH before buying any product today !!!

BlueCrewGuyInMA said…

I can, however, strongly recommend the current generation of Kenmore dishwashers made by Whirlpool, as they are of excellent quality with a range of features that will be sure to meet your wants and needs. Whirlpool does make the best dishwashers on the market (they make 7 of the top 9 models in Consumer Reports).

I can tell you don't work for the Sears REPAIRS department. Ask them what brands of dishwashers they repair the most, before you recommend them to customers.

On Consumer Reports, 8 of the 13 brands tested are Whirpool manufactured. Seven of them have the worst repair records while the Whirlpool brand itself tied with Bosch.

 And to quote Consumer Reports...

"Models within a brand can vary, and design or manufacture changes might affect future reliability. Still, choosing a brand with a good repair history can improve your odds of getting a reliable model."

Bosch only makes ONE BRAND of dishwasher - BOSCH...

I had a service man out this morning for the 5th time in about 30 months to service my Kenmore Elite dishwasher.  He actually felt so bad for me that he wouldn't charge me for the service call.  Of course, like the others, the loud grinding noise we heard was the death of our motor.   I simply refuse to put another dime into this machine and went online tonight searching for a Bosch.  I just happened to come across this forum.  As I was reading through, my ire was once again ingited.   BlueCrewGuy's responses are so typical of the attitude Sears has taken with me from day one when I made them aware I had purchased a lemon.   They recognized the fact that I received a dud but refused to do anything to help me.  

We're all sensible adults here; no one is asking for anything for free.  In fact, I paid over $1200 for this dishwasher just barely over 2 years ago.  I deserve a product that functions as promised.  As you agree, 2-5 years is NOT an acceptable lifespan for an appliance especially after sinking hundreds of dollars into its repair. Whether or not I took the extended warranty is a moot point.  I purchased an item that Sears recognized as faulty but would not stand behind. I understand that Sears is a middle man in all if this, but they should be going back to Whirlpool with the same complaints,  "Why are you selling me inferior product?"  They are tarnishing Sears' reputation.   Doesn't the company recognize that?  I will never purchase another item from Sears, not because I received a defective dishwasher but because of the way my problem was handled.   

 Dear CurlyQ,

 It is disappointing to hear about your unsatisfactory service from Sears. My name is David and I work for the Sears Cares Team. We would like to speak to you regarding your experience with Sears. We would appreciate the opportunity to make things right if you can contact us at searscares@searshc.com so we can further discuss your concerns. Please include your screen name (CurlyQ) so we can reference your case.

 Thank you,

 David V.

Senior Case Manager