The Managemylife web site is a good resource of information to find out what may be happening and what options are available to you. I'm sorry to hear about the difficulties with your Kenmore washer.
I did some research at Managemylife website and found two expert answers to a similar question that may help until your expert can respond. I have attached the link below so you can check it out.
If you decide to schedule service, and have a qualified technician to assist you, I have attached the link to searshomeservices.com. I hope this will be useful until your expert can respond. I would suggest that you provide the model # of your product so your expert will be able to research and provide you the best possible answer. Share any insightful information that could be helpful. Continue this existing thread. Just click on the gray reply box below and provide that information. This will speed up the process for you.