When Lisa Marchitto bought her Kenmore washing machine in 2007, she also purchased an extended protection agreement to keep it running as long as possible. The contract includes a replacement guarantee; if Sears can’t fix the appliance, the retailer will replace it with a comparable product.
Marchitto said a screeching noise that started this past July was the first indication her washer was nearing the end of its life cycle.
"From when it started, it was just a little squeak. And then it was like a screeching in between cycles. I described it as like a spaceship it sounded like," she said.
Sears sent out a service technician who determined the machine needed a new transmission. Marchitto said after the part was installed, the washer started leaking.
“What was so unbelievable was with every repair it was getting worse instead of getting better," she said.
Marchitto said technicians returned several times in an effort to pinpoint the problem. She eventually stopped using the washing machine and went to a laundromat instead. Sears gave her a $50 voucher to cover the cost.
After a few more service visits, Marchitto asked Sears about getting a new washer. She was told she did not qualify for a replacement under the terms of her maintenance contract.
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"Well they said that I had to wait after so many times. It had to be three times and then if you needed a fourth repair. But they said one of the times didn't count," she said.
Marchitto asked NBC Connecticut Responds if we could help.
Our consumer team reached out to Sears for clarification.
A spokesperson told us the contract states that if a fourth repair for a functional failure is needed within a 12 month period of time, the customer can request a replacement under the “No Lemon Guarantee” clause.
The spokesperson said a single repair may require more than one visit to the home. According to Sears, the most recent visit to Marchitto’s home in November was part of the third repair attempt.
In response to our inquiry, Sears reevaluated Marchitto’s case. The service unit believed there was a good chance the new parts ordered would not fix the problem, so the company authorized a replacement.
Sears put $1,100 in an account for Marchitto. She went to the store and picked out a new stackable laundry unit. It’s scheduled for delivery on November 23.
The new appliance comes with a one year warranty. Marchitto said she plans to buy another service protection agreement once the manufacturer warranty runs out.
According to Consumer Reports, consumers can expect Kenmore washers and dryers to last ten to 13 years.
