Complaint Review: Sears

I purchased a washer/dryer unit from sears in July, 1999. A very expensive set ($4500) - the "Catalyst" models. Digital, etc.

I used the washer about once a week since the purchase.
The washer went out on 5/13/02. Service was scheduled between 12 and 5 PM on 5/13. The national service center said parts were warrantied for 99 years.

After numerous calls, the tech showed up at 5:45. The service tech said the motor had burned up. He said it was not under warranty. He also didn't have one on his truck.
The washer remains dead.

I refused to pay for the part. I refused to pay labor to a company that can't make a 5 hour service window.

The local service center said they would not repair it otherwise.

Bottom line
1. When it comes to sears, the national customer service center has no control over the incompetence of the local dispatch center. They seem to operate as separate companies. None of these "seperate" companies care about customer service.

2. The "Catalyst" models of washers and dryers are lemons.

3. I don't expect to ever have the washer repaired. My fault for spending so much on such a poor product. I only hope to warn others about this situation, and maybe someday get the word to someone in Sears who actually cares about customer service.

Matt
Kansas City, Missouri