Jul 15, 2011

Kenmore Elite Oasis HE is a LEMON

We bought the washing machine December of 2006. I loved the large capacity and that it was environmentally friendly. Supposedly it  conserves natural resources - saves 70% water and 67% energy (Compared to a conventional washer manufactured before 2004, using the Normal cycle). And the gentlewash™ technology with Invizible™ agitator was a big plus in my opinion. Without that stupid agitator in the middle I could easily wash my full size comforter. So there is a LOT I like about the machine.

Sadly the electronics DO NOT hold up. I read the manual and followed the directions including using the HE detergent religiously so there is NO REASON I should be having all the problems with this machine that started occurring pretty much a year after we purchased it.

When my washer started acting flaky again, I looked online for possible solutions. The washer goes through the wash and rinse cycles fine but will not complete the spin cycle. It gives the UL code (unleval lode) and no amount of rearranging the load helps. Online I discovered others were having this problem too. I eventually stumbled upon the information that Kenmore was offering a free upgrade to the Motherboard as the one installed originally is defective. I called the number supplied 1-888-536-6673 and the lady I spoke with verified that my model # 110.27092602 Serial #CT4870895 was eligible for the FREE upgraded Motherboard, and she wanted to set up a service call. I inquired if the service call was FREE. Her reply NO, and that I would have to pay for a service call to diagnose the problem + labor as well as a service call to install the Motherboard + the labor to install it. I informed her that I would just like the upgraded Motherboard as my husband (who has an electrical degree and works with computers) could install it. Her response. We don't do that you have to pay for the labor to get the FREE upgrade. So apparently companies are allowed to install defective parts in your appliances and exhort huge labor fees to fix them. Kinda makes you think they might intentionally be installing defective parts in order to create work for themselves.

Like many of these people I doubt I will ever buy a Kenmore product or appliance from Sears again.

There is also a

Investigation Concerning Problems With - Kenmore Elite Oasis Top Load Washing Machine


July 11, 2011 - UPDATE: I spoke to someone at Customer Solutions today. Apparently my Motherboard was updated in 2009.  This part was sent to us and my husband installed it, so apparently they changed their policy since 2009. The man I spoke with today said they can send someone out for a flat rate of $129.00 and that all we have to pay for is parts and that some parts are covered by Kenmore under their Exceptional Parts Coverage until 2016. I do wish the lady I spoke with had told me that when I spoke with her July 7, 2011

After reading everything online and speaking with the unhelpful lady July 7th we purchase a GE washer from Lowes. They installed it this morning and I am very happy with it, but if the Kenmore can be fixed for a reasonable price within a reasonable amount of time I regret buying a new one.

July 12, 2011 - Update: After speaking with my husband we decided to go ahead and get the Kenmore repaired. I called the # Roland gave me 1-800-479-6351 to set up the appointment. The lady I spoke with had to get manager approval for the special rate Roland quoted me but she did verify that the $129.00 is for all labor, even if they have to order parts and come back and fix it.  Hopefully the parts will be covered under the exceptional parts coverage Roland told me I had until 2016. The appointment is set up for tomorrow between 1-5PM.

July 13, 2011 - Update Because of defective parts that caused the seals to leak and water to get into places it shouldn't I would pretty much have to have the washer completely rebuilt. The major parts were covered but my share of the parts plus labor would be around $379.00  I had the option of canceling the service call for no charge so I decided to do that. Hope I made the right decision.

July 15, 2011 - Was told that there was a tub ring recall in 2008 ( I never received notification). If the tub ring had been replaced then my washer would probably still be in good shape. Oh, and the recall only covered the part not labor. This is also the 4th time I called and it is the FIRST time I have been told about a recall on the Tub Ring. You would have also thought someone MIGHT have mentioned it in 2009 when they upgraded the motherboard.

3 comments:

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  3. Anonymous5:17 PM

    The first thing my repair man did after he witnessed the ul problem was unplug the machine for a couple of minutes. Then, it magically worked! He said over half the time by unplugging it, this resets the board on it and fixes the problem. So, before you spend hundreds of dollars, try this simple technique FIRST!

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