I purchased a Trane 3-ton air conditioning unit for the upper level of my home in July. At the time of purchaased, I got the warrenty package for ten years to ahve coverage for service, etc. The unit stopped cooling in May so, I called Sears Service to have it repaired. Not only was there a hazzle getting an appointment but after two appointment that was missed due to mis-communication, a month and a half later, they finally dispatched a technician to take a look at it. Prior to sears showing up, I discovered that condenser coil had been leaking subsequently, all the oil and coolant had leaked out. When I spoke to service, I told them what I had observed and gave them the model number and part number upon their request, thinking that they would send someone with the correct part to repair the unit. When the technician arrived, he varified the problem with the leak and told me he had to patch the hole. This tech was slow moving, had no motivation what so ever as he told me that he was going to add refrigerant and this should keep it until another appointment was made to send someone else out to fix the leak. Later I learned that the tech, Mr. Ken Robertson, #136911 had later called the problem in to dispatch as no problem found, thereby having my service call deleted from record. I had to wait until 8/28 for the next service call only to have the new technician tell me what I already knew about the problem, the condenser coil was ruptured and had to be replaced. Due to the fact that Sears no longer replaced the coils, I was informed that I had to wait 3-5 business days for a company called STAC to call for a resolution (not a repair). What happen to quality customer service? Why is Mr. Robertson still employed for Sears? He need to be replaced so he might be in position to loaf around someplace else. What happen to honesty? I would like some feedback on this issue. I don't know if anyone will call and follow-up. It appears that this is the way Sears conduct business these days. You sell the product and the service contracts and all is well until the product fail then, the customers are on their own hanging and waiting.
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