Don't pay for their protection plans!!! Before Christmas I called to have my refrigerator serviced. My ice maker was not working at the time and I just wanted a general look over since we'd had it for a year. One of the selling points when I bought the protection plan was that, if nothing else, we could have a yearly service done just to make sure it was running optimally. So, your technician showed up a few days later and checked the ice maker and said he'd have to order the part since he didn't have one on hand. Fine. He ordered the part and said it could take 2 weeks to get, I wasn't thrilled at the idea of not having any ice for the entire holiday since I was entertaining, but didn't really seem like I had any options. So he scheduled another appointment for 2 weeks later and told me to just call if the part showed up early and they'd "fit me in to an earlier time." The part did show up just a week after ordering, so I called to see if I could get an earlier appointment and they told me they'd put me on the cancellation list. I was hopeful, but no one called and I ended up waiting the full 2 weeks for my scheduled appointment. So, the technician came again and installed the new ice maker in just a few minutes and was on his way. Unfortunately, 6 hours later we still had no ice. I could feel inside the tray and there was solid ice, but the tray, again, wasn't dumping. So I called the 800 number and was told the technician hadn't closed out our ticket, so there wasn't anything they could do until he did. WHAT?!!! Seriously? So I asked them if they could call the technician and at least have him call me or stop back by to check it? I was put on hold, the guy made a call and said he'd contacted dispatch and they were going to get in touch with the technician and have him call me. NO ONE CALLED! So I called again the next day and said I hadn't heard back. I was told that all they could do was schedule another appointment... Next available is in another 2 weeks??!!! But again, they can put me on the list in case there's a cancellation... Yeah right! I know there won't be one! So, I schedule the appointment and here I sit, waiting for a technician to come back, again. I paid over $300 for this protection plan, only to be sent to the back of the line any time I have a concern or problem with my product. I've tried calling back a couple times to talk with a manager, but every time my phone somehow disconnects when they transfer me. Convenient huh? This is positively the worst customer service I have ever received. I will never buy another product from Sears or use any of their services.
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