Model #11049962601 KENMORE ELITE Residential Washers

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Question and Answers

Q:

I have to wait a long time when holding the start button before dryer and sometimes even the washer will start. The appliances are only 1 year old.

A:

Having appliances that you just bought about a year ago and for it to not be working properly can be really frustrating. While you are waiting on an expert to answer your question, a suggestion I have is to visit Sears Home Services website to set service with a Sears technician. I have attached the link below. Hope this helps!

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Dezeray S -
May 16, 2011
A:

You will normally need to press and hold the start button for about 1 deliberate second on the washer and the dryer. According to your description, you may have a component problem. Make sure that the door is closed on the washer and the dryer before starting the cycle. If the door is closed properly, you could have a problem with that component or the control board. I provided diagnostic test information for the dryer in the first two images below. You can check the door switch and other components using that test program. Look for fault codes that may indicate the cause of your failure. The third image shows the diagnostic test program for the washer. You can check for fault codes using that information. The test program will check all major components.

This information may help you determine the cause of your washer and dryer failure. If you need more help, reply with additional details including the full model number of your washer and dryer. (The numbers that you provided are parts numbers for the owner's manuals. I cross referenced those manuals to the washers that use them. The above information is based on washer model 110.49962601 and dryer model 110.97872601.)

Intermittent problems are sometimes difficult to diagnose and repair. If you want to have a service technician examine the units, you can schedule service through this link: Sears Home Services .

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Lyle W -
Sears Technician
May 17, 2011
A:

Trouble shooting directions did not work. The model # is 170.97872603 serial no is MY4308986 purchased on January 27, 2010 delivered 2/1/10. I had my old washer and dryer for 15 years washer and 20 years dryer and they were both working when I replaced them with these HE efficient ones. I am very disappointed with these items and Sears. You call and get people from another country who are very rude and hard to understand. I am only one person who is unhappy but in talking to people and seeing reviews I know there are many out there. It is only my husband and I so it is not like I am doing laundry for a big family. I am very carefull and have no reason to justify these appliances not working properly. When I went back to the store the salesman acted like so what, not my fault. Things like this happen he even told me about a customer who had a refrigerator for 18 months and the cost to repair almost met the price of a new refrig. This doesn't speak well for your products,who wants to replace an item after 15 to 18 months. Not me. Please any help to troubleshoot this would be appreciated. It says there is a 2 year warranty on sensor smart electronic board. Is this what could be the problem? I see they changed the button from what I have to just a push button-- no push and hold. The salesman I spoke to tried to tell me you don't have to hold it in-- like I was crazy. Must have just gotten him off the street.

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Kathy -
May 17, 2011
A:

Thanks for providing that model number. Since you are not able to enter that diagnostic test mode, you could have a problem with the user interface control board or that sensor smart control board. A technician will normally need to diagnose and repair the dryer since you cannot start that diagnostic test mode. If you want to try to get into that test one more time, you can try a different button than the one that you were using. If you can get into that mode, you can check all of the buttons on the control board. A problem with the door switch could also prevent the dryer from starting properly. Testing that door switch in the diagnostic test program is the easiest method of diagnosing that potential problem. If you are still not able to use that diagnostic test, I recommend that you schedule service by a Sears Technician. I provided a link in the above response that you can use to schedule that service online. If the sensor smart control board is defective, that part will be covered. You will need to pay for the labor of the technician to diagnose and repair that failure (probably around $150). If you have that repair completed, I recommend that you consider covering the washer and dryer with a protection agreement. I provided a link below this response that has information about the Sears Protection Agreements. The new washer and dryer that you have do contain electronic control boards and other electro-mechanical components that are susceptible to failure. A protection agreement will eliminate the risk of expensive repair bills. I am sorry to hear about the way that you were treated over the phone and at the Sears store. That type of treatment is inexcusable. I apologize on behalf of Sears for the way that you were treated. I will forward your comments to the appropriate party at Sears so that we can try to prevent that from continuing. If you need more help, reply with additional details and we will assist you further.

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Lyle W -
Sears Technician
May 18, 2011
A:

Hi, Your directions say to try another button. Do you mean timed or options buttons or change the dial to different settings

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Kathy -
May 18, 2011
A:

The instructions on that first page provided above are for the dryer. Be sure that you have the dryer in the standby conditions (off). You can select any button except the STOP button to enter the diagnostic test mode. For example, you can select the TIMED DRY button. Press and hold that button for 2 deliberate seconds (count 1001, 1002) and then release it for 2 seconds. Press it again and release it for 2 seconds. Press it for the third time. After you release it the third time you should see the 8:88 in the display. This indicates that you successfully entered the diagnostic test mode. You may see fault codes in this mode. You can use this mode to test the door switch and other components. This test mode is sometimes difficult to enter. It may take you a couple of tries. If you need more help, let me know.

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Lyle W -
Sears Technician
May 18, 2011
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