Sears has introduced Kenmore Connect, technology that allows washers and dryers to communicate directly with service experts. Basically, you dial an 800 number, put the phone’s receiver over the machine’s power button, and push the wash/rinse button or dryer’s temp button. Troubleshooting data is transmitted to the experts, enabling them to diagnose the problem and come up with a solution.
Since more than 60 percent of Sears’ service calls aren’t related to mechanical failure, Kenmore Connect could drastically reduce the number of in-home repair visits. That’s good news for consumers, since waiting for the repairman is a hassle, especially when you work. If the problem can’t be solved by phone, Sears’ executives say the diagnostic tool will allow their technicians to arrive better prepared to fix the machine. “Over time, this technology will solve every problem. That’s our goal,” says Tim Adkisson, a product engineer for Kenmore.
If you bought it this year, your Kenmore machine might already have this technology. Sears ran a pilot test program with appliance owners before announcing the capability. The retailer is notifying owners by mail starting next week, and in the near future new product manuals will include information about Kenmore Connect. Here’s the list of models with the feature.
- Washers: 40272, 40311/8, 40441/8, 40512/8, 41022/8/9, 42192/8/9 and 29272/8
- Dryers: 9/80872, 9/80311/8, 9/80441/8, 9/80512/8, 9/81022/8/9, 9/82192/8/9 and 7/69272/8
Have a new Kenmore washer and initially had trouble with a loud banging sound. Called their help line and went through this process. What a joke, ended up talking to a "technologist" that appeared to know only what his readout told him. He insisted my problem was that the machine was out of balance because I was over loading it. I told him the machine hardly vibrated while running and that it also made the same noise on very small loads he responded that under loading could also be the problem. In any case he refused to send a service person without a service fee because according to the info he was getting there were no other problems. We eventually discovered (on our own) that the loud banging went away when we replaced the steel braided hoses that the salesman recommended with traditional rubber hoses.