Sears acts to correct software problem on some Kenmore front-loaders

The latest posting of our continuously updated ratings of front-loading and top-loading washing machines (available to subscribers), published last Friday, included the new Kenmore 4027 front-loader, $800 (shown). This machine, sold by Sears, earned a very good overall score but was the only machine out of nearly four dozen front-loaders in the ratings to earn a fair score in the key area of washing performance. Our ratings include poor, fair, good, very good, and excellent score categories.

After Sears saw the 4027's washing-performance score, the company contacted LG Electronics USA, which manufactures this front-loader. Having switched manufacturers from Whirlpool to LG and spending two years developing this washer, the folks at Sears weren't pleased with the test results. "We want to give consumers the experience they expect from Kenmore. Fair is not that experience," says Tom DeSalvo, a director of product development for Kenmore.

Our product-information specialist who handles laundry appliances also got a call from Sears, who informed him that LG engineers had determined that the machine had a software problem. That issue was shortening the wash cycle and preventing the rinse cycle from doing its full job, according to Lori Wood, a director of product management for Sears. (The problem stems from an algorithm issue with the software.) In addition to the Kenmore 4027, Kenmore 4044, Kenmore Elite 4051, and Kenmore Elite 4219 are affected by the software issue.

The software on affected units in Sears' warehouses will be reprogrammed, and newly manufactured models will get the corrected software. So if you've ordered one of these washers but haven't received it yet, note that delivery could be delayed by up to two weeks.

If you already own one of the affected models, Sears will contact you via a letter ( download a PDF of the letter) to arrange for free replacement of the control board, a part that will be mailed directly to you. The service call should take about 20 minutes. In the meantime, you can continue to use your washer; you could notice detergent residue on your laundry if the rinse cycle doesn't function properly. Sears has also announced that you'll receive a $50 Sears gift card within two weeks of your service visit.

We'll keep you updated as we learn more about these front-loaders, and when our Kenmore 4027 gets fixed, we'll report on the new test results.

1/26/10 UPDATE: Read "With Software Problem Fixed, Kenmore 4027 and LG WM2050CW Front-Loaders Now Earn a CR Best Buy" for details on the updated versions of these washing machines.

—Kimberly Janeway

Essential information: If you're in the market for new laundry appliances, check out our free buyer's guides to washing machines and dryers and see our Inside Consumer Reports Tests Labs posts for details on recently tested washing machines. Also learn more about the cash for clunkers appliance-rebate program.