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(Chicago Trib)   Sears loses fourth appliance chief in the past five years. Which, ironically is about the lifespan of a typical Sears appliance   (chicagotribune.com) divider line 36
    More: Fail, gadgets, Sears Holdings  
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499 clicks; posted to Business » on 18 Oct 2013 at 9:51 AM (37 weeks ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2013-10-18 09:54:13 AM
What do they expect with a moron like Edward Lampert in charge. He turned the whole company divisions against one another into a den of backstabbing to crawl your way up and surprised that no one wants to work in such a hellhole that losing money worse now than it was before.
 
2013-10-18 10:06:16 AM
Yep.
Kenmore stove blew a control panel.
It was out of warranty and was told it would be three weeks before a repair person could come out.
But we could pay $250 and reinstate the warranty and a guy could come out in two weeks.
We paid and waited.
Repaid dude shows up at 4:55 p.m. on the day two weeks later (no stove all that time with two small kids in the house).

Fixes it, tests the oven, leaves.
Next day, broiler element is not working.
Two more weeks of waiting.
Dude shows in the afternoon and replaces a wire in the back.
Broiler works.

Damn.
 
2013-10-18 10:29:39 AM
When I had my house built 10 years ago I bought the Sears Elite Model Dish Washer, Refrigerator and Dual Fuel Stove. They still look and operate perfectly and have never had a problem.
 
2013-10-18 10:31:07 AM

Chakro: When I had my house built 10 years ago I bought the Sears Elite Model Dish Washer, Refrigerator and Dual Fuel Stove. They still look and operate perfectly and have never had a problem.


Kenmore products are great. Maybe subby has issues with simple appliances? My fridge was bought used 6 years ago, and so far the door handle snapped. Everything else about it works perfectly.
 
2013-10-18 10:39:52 AM
We vowed never to buy Sears again after the light in our fridge stopped going out in nearly caused a fire. A check of the model revealed it was showing up as a fairly common problem. Sears pretty much said "huh-uh" and told me how I was simply out of luck and there was nothing I could do.

/got invited to a class action lawsuit a couple of months later
//fark Sears
 
2013-10-18 10:52:18 AM
Bosch.
 
2013-10-18 11:13:21 AM
Kenmore products aren't products. You don't have a Kenmore Washer/Dryer, you have a Samsung Washer/Dryer, or whichever company made that particular model.

Sweeping generalizations about brands is stupid. You don't know how to product shop.
 
2013-10-18 12:12:20 PM

daveinsurgent: Kenmore products aren't products. You don't have a Kenmore Washer/Dryer, you have a Samsung Washer/Dryer, or whichever company made that particular model.

Sweeping generalizations about brands is stupid. You don't know how to product shop.


Yeah, right.
It takes a genius to know this stuff, right?
Like how Acura and Lexus are really Hondas and Toyotas for people with more money than brains.

This thread focuses on Sears branded appliances and their consumer support sucking as a function of management, so there's that.
 
2013-10-18 12:16:59 PM

firsttiger: We vowed never to buy Sears again after the light in our fridge stopped going out in nearly caused a fire. A check of the model revealed it was showing up as a fairly common problem. Sears pretty much said "huh-uh" and told me how I was simply out of luck and there was nothing I could do.

/got invited to a class action lawsuit a couple of months later
//fark Sears


You don't need to worry about a fire in your refrigerator as the available oxygen will be quickly used up resulting in the fire being extinguished.
 
2013-10-18 12:20:51 PM
Sears went down hill once they merged with K Mart.


It days of yore, you could walk into a Sears store and the clerks on the floor actually knew what they were talking about and could honestly assist you. Today...not so much.

I still love the Craftsman hand tools and thier life long warrenty.
 
2013-10-18 12:37:45 PM
My Kenmore fridge works great and going on 10 years the a minor issue with the light going out when the door is closed
 
2013-10-18 12:38:55 PM
Danger Mouse:  I still love the Craftsman hand tools and thier life long warrenty.

But you have to be careful about that.  They've been quietly removing the warranty from some of the tools.  Do you have a yellow Craftsman tape measure?  You're covered.  However today, all they sell new is red ones, which no longer have the warranty.

I'm about to call Sears to have them replace the control panel on our Kenmore "Elite" stove for the second time this year.  It turns our that the membrane material they used on the touch-panel doesn't handle heat all that well.
 
2013-10-18 12:58:46 PM

EasilyDistracted: Danger Mouse:  I still love the Craftsman hand tools and thier life long warrenty.

But you have to be careful about that.  They've been quietly removing the warranty from some of the tools.  Do you have a yellow Craftsman tape measure?  You're covered.  However today, all they sell new is red ones, which no longer have the warranty.

I'm about to call Sears to have them replace the control panel on our Kenmore "Elite" stove for the second time this year.  It turns our that the membrane material they used on the touch-panel doesn't handle heat all that well.


I had heard something about the Tape measure. hopefully all the rest will still have a warrenty.
My best value has been a craftsman lawn rake. I've broken that thing at least 4 times and they have been champs about replacing it.
 
2013-10-18 01:03:01 PM
Sears/Kmart blows. Bought a Craftsman pressure washer and had problems a month later. They said the return policy was 30 days and after calling customer service they said you really have 60 days. Store refused to exchange it. Used to be they honored their satisfaction guarantee it is even still written above our local store's door. I won't shop there again.
 
2013-10-18 01:03:21 PM

limeyfellow: What do they expect with a moron like Edward Lampert in charge. He turned the whole company divisions against one another into a den of backstabbing to crawl your way up and surprised that no one wants to work in such a hellhole that losing money worse now than it was before.


he is also selling Sears' most profitable locations to raise cash.
 
2013-10-18 01:06:01 PM
 
2013-10-18 01:33:24 PM
The problem isn't with the "appliance division", the problem is that nobody shops at Sears anymore.
 
2013-10-18 01:40:03 PM

Farking Sweet: Sears/Kmart blows. Bought a Craftsman pressure washer and had problems a month later. They said the return policy was 30 days and after calling customer service they said you really have 60 days. Store refused to exchange it. Used to be they honored their satisfaction guarantee it is even still written above our local store's door. I won't shop there again.


the problem was the "satisfaction guaranteed" was costing them money.  I knew a Sears big box manager (before and after Lambert took over).  He said they had customers who would buy a riding lawnmower in April and use it all summer and return it in October for a refund and this happened every year.  I was in his store one day and a customer was returning a chain saw that was purchased 4 years prior and came with a 2 year warranty from the Manufactor. The manager explain to the customer that the product was no longer covered by warranty and then offered a discount on a new one, nope the customer pointed to "satisfaction guaranteed" on the receipt and said he wasn't satisfied until he got a new chainsaw. 

There is nothing Sears should of had to do for that customer.
 
2013-10-18 01:52:51 PM
Chakro: When I had my house built 10 years ago I bought the Sears Elite Model Dish Washer, Refrigerator and Dual Fuel Stove. They still look and operate perfectly and have never had a problem.

That was 10 years ago, things change.

// have a fridge, working perfectly after about 10 years (but won't buy from sears because the customer service was already in the shiatter when I bought the fridge ... even if the appliances were still tanks).
 
2013-10-18 01:56:59 PM
I worked for Sears Canada. I've never seen a company works so hard to actively drive away customers.
 
2013-10-18 01:58:21 PM

Waldo Pepper: Farking Sweet: Sears/Kmart blows. Bought a Craftsman pressure washer and had problems a month later. They said the return policy was 30 days and after calling customer service they said you really have 60 days. Store refused to exchange it. Used to be they honored their satisfaction guarantee it is even still written above our local store's door. I won't shop there again.

the problem was the "satisfaction guaranteed" was costing them money.  I knew a Sears big box manager (before and after Lambert took over).  He said they had customers who would buy a riding lawnmower in April and use it all summer and return it in October for a refund and this happened every year.  I was in his store one day and a customer was returning a chain saw that was purchased 4 years prior and came with a 2 year warranty from the Manufactor. The manager explain to the customer that the product was no longer covered by warranty and then offered a discount on a new one, nope the customer pointed to "satisfaction guaranteed" on the receipt and said he wasn't satisfied until he got a new chainsaw. 

There is nothing Sears should of had to do for that customer.


I heard the same anectodtal stories about  a manager doing that at Home Depot.

LL Bean has been very successful with thier satisfaction guranteed policy.

I think Sears problems are comming from competition such as Home Depot, Lowels, Circut city and on-line.

The Big Department store that carried everything from chain saws to jewerly has had it's day.

The Sears catalog has been replaced by Amazon.
 
2013-10-18 03:48:00 PM

Danger Mouse: Waldo Pepper: Farking Sweet: Sears/Kmart blows. Bought a Craftsman pressure washer and had problems a month later. They said the return policy was 30 days and after calling customer service they said you really have 60 days. Store refused to exchange it. Used to be they honored their satisfaction guarantee it is even still written above our local store's door. I won't shop there again.

the problem was the "satisfaction guaranteed" was costing them money.  I knew a Sears big box manager (before and after Lambert took over).  He said they had customers who would buy a riding lawnmower in April and use it all summer and return it in October for a refund and this happened every year.  I was in his store one day and a customer was returning a chain saw that was purchased 4 years prior and came with a 2 year warranty from the Manufactor. The manager explain to the customer that the product was no longer covered by warranty and then offered a discount on a new one, nope the customer pointed to "satisfaction guaranteed" on the receipt and said he wasn't satisfied until he got a new chainsaw. 

There is nothing Sears should of had to do for that customer.

I heard the same anectodtal stories about  a manager doing that at Home Depot.

LL Bean has been very successful with thier satisfaction guranteed policy.

I think Sears problems are comming from competition such as Home Depot, Lowels, Circut city and on-line.

The Big Department store that carried everything from chain saws to jewerly has had it's day.

The Sears catalog has been replaced by Amazon.


LL Bean's customer base is not the same as Sears.  Sears needs a total makeover and business mindset.  They stopped putting Customer service as a priority
 
2013-10-18 04:05:08 PM

HotIgneous Intruder: Yep.
Kenmore stove blew a control panel.
It was out of warranty and was told it would be three weeks before a repair person could come out.
But we could pay $250 and reinstate the warranty and a guy could come out in two weeks.
We paid and waited.
Repaid dude shows up at 4:55 p.m. on the day two weeks later (no stove all that time with two small kids in the house).

Fixes it, tests the oven, leaves.
Next day, broiler element is not working.
Two more weeks of waiting.
Dude shows in the afternoon and replaces a wire in the back.
Broiler works.

Damn.


I have a Whirlpool washing machine with a Kenmore label.  The motor controller died.  The Sears repair man comes out, doesn't like the look of my plug (three prong adapter and separate wire ground), charges me $56, and leaves.

I found a spare part on Ebay and fixed it myself.

I'll never buy another thing from Sears.  I won't even set foot in their stores.
 
2013-10-18 04:13:50 PM

Marcus Aurelius: I'll never buy another thing from Sears.  I won't even set foot in their stores.


I only ever walk through Sears because it's the most convenient entry point to the mall from my office. And even then, only when the weather's piss awful. If it's nice out, I'll take the scenic route. Sears is depressing.

/Had a three-year-old Dynex TV blow up the other night
//Only spent like $100 on it, so no great loss.
///Blurst Buy!
 
2013-10-18 04:36:02 PM

Danger Mouse: I think Sears problems are comming from competition such as Home Depot, Lowels, Circut city and on-line.


Yes, because Circuit City is probably the leading retailer in appliances now.

Lowels is a close second.
 
2013-10-18 05:14:26 PM

oh_please: Danger Mouse: I think Sears problems are comming from competition such as Home Depot, Lowels, Circut city and on-line.

Yes, because Circuit City is probably the leading retailer in appliances now.

Lowels is a close second.


I get my appliances from Hechingers and my clothing from Garfinkel's
 
2013-10-18 06:24:30 PM
Let's have a moment of silence for the days when Kenmore appliances were built like HP Laserjet printers.
 
2013-10-18 06:30:04 PM

Danger Mouse: Waldo Pepper: Farking Sweet: Sears/Kmart blows. Bought a Craftsman pressure washer and had problems a month later. They said the return policy was 30 days and after calling customer service they said you really have 60 days. Store refused to exchange it. Used to be they honored their satisfaction guarantee it is even still written above our local store's door. I won't shop there again.

the problem was the "satisfaction guaranteed" was costing them money.  I knew a Sears big box manager (before and after Lambert took over).  He said they had customers who would buy a riding lawnmower in April and use it all summer and return it in October for a refund and this happened every year.  I was in his store one day and a customer was returning a chain saw that was purchased 4 years prior and came with a 2 year warranty from the Manufactor. The manager explain to the customer that the product was no longer covered by warranty and then offered a discount on a new one, nope the customer pointed to "satisfaction guaranteed" on the receipt and said he wasn't satisfied until he got a new chainsaw. 

There is nothing Sears should of had to do for that customer.

I heard the same anectodtal stories about  a manager doing that at Home Depot.


It's the retail version of welfare queens, and you'll notice that the politics of the CEOs where these stories circulate align with those of the people who push those stories.

If abuse of a system invalidated that system, we'd have abolished the stock market more than a century ago.
 
2013-10-18 07:09:15 PM
Shouldn't it be "Which, coincidentally is the lifespan..."
 
2013-10-18 10:45:21 PM
Spent last 6 months trying to get Sears Whirpool dishwasher fixed. Replaced motor 3 times, control at least once. half-dozen different techs. sometimes it'd work when they showed, sometimes not. Finally deduced a faulty plug connection.

At least it qualifies as a lemon now :/
 
2013-10-19 12:19:11 AM
Low end Kenmore appliances are generally rebadged Frigidaire, who are well known for making short-lived junky appliances.
Midrange to higher end stuff is usually just Whirlpool clones, which are slightly better, but have been declining in quality as well.

The best thing you can do, is avoid any thing with digital sensors/control panels/etc., but that seems to be getting almost impossible. I have seen many complaints for all brands of appliances, and seems to be increasing with every government mandated energy star crap.
 
2013-10-19 10:18:17 AM
I sell appliances for a living for Sears Canada (don't hate me), anyway what most people are saying here is true, appliances now a days are built like crap, I mean I've seen expensive products from high end manufacturers break routinely, *cough Electrolux cough.* All you can really do is either hope for the best, or buy the warranty, at least here in Canuckistan you get your money back if you don't use them.

/Seriously though don't buy Electrolux.
 
2013-10-19 10:23:24 AM
I guess I am the guy keeping Sears (Canada) in business. I buy clothes there, and I have bought several appliances over the last few years (vacuum cleaner, fridge, washer/dryer). I kind of feel sorry for the sales staff whenever I go in there.

I haven't had any problems so far, and I did shop around when I was buying the large appliances. Sears (on sale) had the best prices, and the Consumer Reports reviews were decent by the modern 'race to the bottom' quality standards.
 
2013-10-19 12:16:32 PM

Anonymous Bosch: Danger Mouse: Waldo Pepper: Farking Sweet: Sears/Kmart blows. Bought a Craftsman pressure washer and had problems a month later. They said the return policy was 30 days and after calling customer service they said you really have 60 days. Store refused to exchange it. Used to be they honored their satisfaction guarantee it is even still written above our local store's door. I won't shop there again.

the problem was the "satisfaction guaranteed" was costing them money.  I knew a Sears big box manager (before and after Lambert took over).  He said they had customers who would buy a riding lawnmower in April and use it all summer and return it in October for a refund and this happened every year.  I was in his store one day and a customer was returning a chain saw that was purchased 4 years prior and came with a 2 year warranty from the Manufactor. The manager explain to the customer that the product was no longer covered by warranty and then offered a discount on a new one, nope the customer pointed to "satisfaction guaranteed" on the receipt and said he wasn't satisfied until he got a new chainsaw. 

There is nothing Sears should of had to do for that customer.

I heard the same anectodtal stories about  a manager doing that at Home Depot.

It's the retail version of welfare queens, and you'll notice that the politics of the CEOs where these stories circulate align with those of the people who push those stories.

If abuse of a system invalidated that system, we'd have abolished the stock market more than a century ago.


It exposes the weird mindset of the people who tell them, too.

Sometimes people do some analysis into the claims and find that the fraud costs something like 0.63% of annual revenue.

That's an interesting figure to me because "99.44%" used to be an advertising slogan for a certain product's purity.

Anyway you get these people who are so obsessed with punishing those who theoretically cost 0.63% in revenue that they drive away legitimate customers and end up costing the company 8 - 13% in revenue. Good jorb.
 
2013-10-19 12:55:42 PM

MusicMakeMyHeadPound: Anonymous Bosch: Danger Mouse: Waldo Pepper: Farking Sweet: Sears/Kmart blows. Bought a Craftsman pressure washer and had problems a month later. They said the return policy was 30 days and after calling customer service they said you really have 60 days. Store refused to exchange it. Used to be they honored their satisfaction guarantee it is even still written above our local store's door. I won't shop there again.

the problem was the "satisfaction guaranteed" was costing them money.  I knew a Sears big box manager (before and after Lambert took over).  He said they had customers who would buy a riding lawnmower in April and use it all summer and return it in October for a refund and this happened every year.  I was in his store one day and a customer was returning a chain saw that was purchased 4 years prior and came with a 2 year warranty from the Manufactor. The manager explain to the customer that the product was no longer covered by warranty and then offered a discount on a new one, nope the customer pointed to "satisfaction guaranteed" on the receipt and said he wasn't satisfied until he got a new chainsaw. 

There is nothing Sears should of had to do for that customer.

I heard the same anectodtal stories about  a manager doing that at Home Depot.

It's the retail version of welfare queens, and you'll notice that the politics of the CEOs where these stories circulate align with those of the people who push those stories.

If abuse of a system invalidated that system, we'd have abolished the stock market more than a century ago.

It exposes the weird mindset of the people who tell them, too.

Sometimes people do some analysis into the claims and find that the fraud costs something like 0.63% of annual revenue.

That's an interesting figure to me because "99.44%" used to be an advertising slogan for a certain product's purity.

Anyway you get these people who are so obsessed with punishing those who theoretically cost 0.63% in revenue that they drive away leg ...


the problem with that study is technically returning a product and yelling/screaming to get your way is not counted as fraud. the consumer did nothing fraudulent.  Fraud would be switching the high end $89.99 football with the $9.99 vinyl football box and buying it.
 
2013-10-19 10:01:09 PM

MBZ321: The best thing you can do, is avoid any thing with digital sensors/control panels/etc., but that seems to be getting almost impossible. I have seen many complaints for all brands of appliances, and seems to be increasing with every government mandated energy star crap.


I fix appliances for a living, so THIS ^23.

If you want to avoid having me in your house, don't buy the cheapest appliance you can get, because I will be coming to your house and charging you a service call to tell you repairing it will cost uncomfortably close to a new one. There's a reason a $249 dishwasher is $249.

On the other hand, DO NOT buy the most expensive stuff out there. The really pricey shiat is almost always either a) cutting edge new technology that will break in stupid ways that didn't show up in the lab tests or b) mostly the same shiat you get in the mid range appliances with fancy dressing.

It would be unprofessional of me as a repairman to imply that certain brands are totally crap and unreliable, so I would never ever get on an internet forum and tell people to stay the hell away from Frigidaire/Electrolux products. Nope.  I most certainly did not tell you to not buy Electrolux.

Additionally I am certainly not telling you to avoid Samsung products as though they carried the Black Death as a standard feature in every product.
 
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