What good is a Master Protection Agreement when you can't get your refrigerator fixed for 2 months??? At the end of June our fridge stopped cooling, and I lost all of the contents due to spoilage. Upon calling the repair hotline, I was promptly scheduled for 2 1/2 weeks away for a technician to even take a look at it. Once again, what is the purpose of the Master Protection Agreement? That technician came out, only to say that the reason the fridge side didn't cool, was because the intake vent in the freezer side was blocked. Our freezer wasn't even half filled and when questioned about it, the technician said "it will be cool by tomorrrow". He also ordered a new icemaker since ours would continuously make ice to the point that it would fall out onto you when you opened the freezer door. He left and told us to contact them when the ice maker came in and someone would be back to install it, and check the temp in the fridge.
We received the part a few days later and called to schedule yet another repair visit. This one was scheduled for July 28. So now we are 1 month into the situation of having a non-functional refrigerator. Some days the fridge would be cool, some days it would 60 degrees inside. There was no way you could put anything into it for fear that it would spoil. The technician came out and found the fridge to be non-functional. He determined that it needed a new damper and ordered one. My 21 year old daughter was here to let him in and called me when he left to inform me of the damper. When I asked about him installing the ice maker parts that had arrived, she informed me that he said the ice machine was working fine and he didn't know why the previous guy had even ordered it. She also informed me that he took the parts with him. I immediately hung up with my daughter and called the technician back (he had called me to let me know he was on his way). When I told him about the ice maker continuously making ice he said, "well i didn't know about that, and neither did your daughter because she didn't say anything about it". What kind of morons are you? Do you not keep records of what needs to be done, or do you expect your consumer be the expert on the repairs of your appliances? He told me that he had ordered the damper and another ice maker. Once the parts came in, I was to call and schedule another repair appointment.
NEWS FLASH: The damper has come in, as of July 30 but the ice maker is nowhere to be seen. I just got off the phone with the repair line, and sensing the urgency with which this matter should be handled, I was promptly scheduled for an appointment on August 28th a month later!!! Are you kidding me??? That will be 2 months from the time this fiasco started. I have learned my lesson with Sears and will never purchase another appliance from you. Your Master Protection Agreement is garbage and not worth the paper it is printed on. You certainly don't stand behind your products, or service.
I can be reached at 205-427-8952 if anyone cares.
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