Hoffman Estates, Ill. - Kenmore today unveiled Kenmore Connect, a customer-service technology that enables select washers and dryers to send real-time diagnostic information directly to the company's service experts.
A customer seeking service on a Kenmore Connect appliance can call an 800 number and follow voice prompts to reach a service person. Once connected, the customer is asked to place the mouthpiece of the phone close to the appropriate button on the appliance ("Wash/Rinse" for washers and "Temp" for dryers) and press and hold that button. After three audible beeps, the customer releases the button while keeping the phone in place. The customer will hear transmission sounds as the numbers on the display count down.
Upon completion Kenmore service experts will have all of the diagnostic information needed to understand and answer questions, suggest solutions, or provide instructions to help keep the appliance running properly, the company said, and should an in-home visit be necessary, the technology ensures the service technician is best prepared to assist customers
"The rollout of Kenmore Connect is another milestone in the brand's history of offering its customers best-in-class innovation and service," said Guenther Trieb, president, Sears Brands. "Kenmore has a long-standing reputation for high-quality products. While our products are designed for durability, there may be times when an appliance needs service or customers have questions about their products. Kenmore Connect is one more way we strive to ensure customer satisfaction during the many years our product is in someone's home."
Kenmore said it conducted extensive field testing earlier this year, and initial results showed a significant reduction in the need for in-home visits for customers who used Kenmore Connect.
"The genius of Kenmore Connect is that it provides a unique benefit to our customers who are seeking service solutions," said Betsy Owens, Kenmore brand VP. "The majority of service calls during the first year of ownership can be rectified by educating new owners over the phone once we have a deep understanding of the question at hand thanks to the information being sent from their Kenmore appliance directly to our experts via the phone."
Kenmore added that service experts can effectively monitor more than 100 different data points to diagnose and assess a solution. This data includes cycle and option settings; operational information such as air/water temperature, estimated load size, spin speeds, fill/drain times and unbalanced load issues; details on the factors that contribute to the cycle time, status of certain electrical and mechanical sub-systems; and the mechanical issues associated with each error code.
There is no cost to use the current Kenmore Connect service for the life of the appliance, and the service is available seven days a week from 7:00 a.m. to 8J) p.m. CT by calling (800) 4-MY-HOME.
Any out-of-warranty, in-home visits or parts will require an additional fee.
Kenmore Connect is available on the following top- and front-load Kenmore and Kenmore Elite washers and dryers:
40272, 40311/8, 40441/8, 40512/8, 41022/8/9, 42192/8/9 and 29272/8;
9/80872, 9/80311/8, 9/80441/8, 9/80512/8, 9/81022/8/9, 9/82192/8/9 and 7/69272/8
For more information on Kenmore Connect or to watch a demo video on the technology, visit