Here’s an excerpt from a note I sent, first to Whirlpool Corp, the maker of my Kenmore washer, then to Sears, where they bounced me…and the meaningful(?) personal (?) form letter I got back!

> —–Original Message—–
> From: kmoore
> Sent: Nov 22, 2004 1:30:48 PM CST
> To: custrel@customerservice.sears.com
>
>
> COMMENTS:
> I own a 2-year old Kenmore top-loading washer, which I’m told is made by Whilrpool. I’m sure it was designed by someone who never actually used the equipment or tested it! The on/off-choose-your-cycle button is a push-button system. So, when you do what the directions tell you to do: 1) pull out the button to turn on the water, 2)put the soap in, and then 3) proceed to load the laundry…
> Picture this! The lid is open as you load the clothes…..and EVERY TIME the lid leans against the button and pushes it off! So, I repeatedly have to lower the lid again to turn the water back on (so I can add water to the softener in the center agitator, etc.).
> This just tells me that the product wasn’t tested appropriately! It is a very annoying tic in an otherwise good washer!
> Perhaps in the future, the Design Dept. will take into account the actual use of the product…
>
Dear Ms. Moore,

Thank you for contacting Sears.

We are sorry to hear that your washer is not working properly.
Unfortunately, we are unable to provide the information you have requested. Our product support team is able to answer questions regarding product features and selection only. Since they are not certified technicians, they do not have the expertise to answer technical repair questions. You may be able to locate the information you are seeking at one of the following websites:

http://www.applianceaid.com

http://www.repairclinic.com

http://www.fixitnow.com

To schedule service, please call 1-800-4-MY-HOME (1-800-469-4663) or click on the following link:

http://www.sears.com/sr/service_order/so_productinfo.jsp?

Chris B.
Sears Customer Care
webcenter@sears.com
1-800-349-4358

WARNING AND DISCLAIMER:

The foregoing information is in response to a general question. The accuracy, completeness and reliability of this response may be affected by previously undisclosed information or unexpected circumstances.

CAUTION: Always unplug the appliance or disconnect the power before attempting any repairs. Always turn off the gas at the source before repairing any gas appliance. Always wear safety glasses when using tools.
Keep loose clothing and hair away from any moving parts. Safety is of major importance when performing any service or repair on any electrical appliance. Sears, Roebuck and Co., or any employee of Sears, assumes no responsibility for your safety. If you feel that your problem is too serious for you to repair yourself, please contact a licensed/certified technician. If you wish, you can call Sears HomeCentral at 1-800-4-MY-HOME
(1-800-469-4663) to make an appointment for a technician to visit. There is a charge for this service.

Our advice given to you is not guaranteed in any way but is intended to be a guide to help you diagnose your problem. We will, however, give the best advice we possibly can, based on our experience. YOU are responsible for the final diagnosis of your appliance. We may suggest parts, but it is up to you to determine if the part is needed before you order the part.
By asking us for advice, you agree not to hold Sears, Roebuck and Co., or any employee of Sears, liable in any way. Any and all advice and/or recommendations provided herein are subject to Sears Terms and Conditions.
Read Sears Safety Notice carefully for general precautions.

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