5 On Your Side

Sears' backordered parts turn broken washing machine into months-long problem

Posted December 12, 2017 6:53 p.m. EST
Updated December 12, 2017 7:04 p.m. EST

When Tom Fleming bought a new Kenmore front-loading washing machine, he expected it to last for years, but it broke shortly after and took him months to get repaired.

"It worked great for the first 10 days," Fleming said. "You couldn't even know it was running. Then 'kaboom, kaboom, kaboom.'"

A balancing weight came loose and put a hole in the wash tub, which caused the machine to leak. Fleming called Sears, which sent a repairman, and parts were ordered to fix the washer.

But the problem wasn't resolved.

"Sears has repeatedly told us that the parts are on backorder, and they can't do anything for us while the parts are on backorder," Fleming said.

The washer broke in mid-October, Fleming said, and his family of six has had to haul clothes to the laundromat ever since.

5 On Your Side contacted Sears about the Fleming's busted machine, and a new one was sent the next day.

"I couldn't believe (the woman on the phone)," Fleming said. "I had her repeat it."