Product review (3 stars): Sears and customer service in the same sentence is an oxymoron.
I am writing this review solely to comment on Sears. If you are reading this, you probably are like me and have a defective dryer lint screen. I own a top-of-the-line Kenmore Elite Steam Dryer, Model # 796-8172800. As many have mentioned on their reviews, I am purchasing this because the lint screen that came with my dryer is defective. It is warped on one side and clothes (particularly straps and drawstrings in shorts) get stuck on it. Then the item gets wrapped in a circle as the dryer continues to spin and other items of clothing get twisted as they join the party with the trapped item. I called Sears and there is, in fact, a recall on this item. However, instead of simply sending me replacement parts for an item that is easily replaceable by the average Joe, Sears requires a technician comes out (for $75) to verify that, yes, the lint screen is defective. Sears has updated the lint screen because they know it's defective and this is the replacement model. Oh yeah and you also have to buy two other parts now for a simple dryer lint screen. However, all three parts on amazon are $50. So, tell me, why would I pay $75, take time off work, etc. to have a "technician" tell me what I already know. When cars have recalls, you don't have to pay the service tech a fee to validate that, yes, there is a recall. I even had the customer service rep I spoke with ask if they can simply mail me the replacement parts after I told her I could buy them cheaper than the technician service call fee. She was told no. I then called Sears back and asked over 8 times for a manager to discuss because this is ridiculous and low and behold, after waiting patiently for 20 minutes, Sears hung up on me. And even though I gave them my cell phone number 3 times, do you think they called me back??? NO. Sears customer service sucks. You've been warned. I will not buy from Sears again.