June 16th I took friends to a family-owned cabin for a week of fun. Upon arriving, we found the 11 month old Sears refrigerator had gone out and the food inside severely molded and smelly. I called the Ruidoso Sears who told me to call E.B. Repairs. Eddie at E.B. Repairs said I had to call the Sears 1-800 number or he wouldn't get paid. He came the following day, after we had cleaned it out, and said it smelled so bad that the smell wouldn't come out and said he would try to get Sears to replace it. They said no, to repair it. He told us it would take 5-10 working days to get the parts. I called Sears to ask about a "loaner." They said I would have to rent one at $75 to deliver, $100 to rent per week, and $75 to come get it. So, we ate out all week. The part did not come in for 3 weeks, the excuse was Sears wouldn't send the parts truck until it was full due to gas prices. So, when my uncle and aunt followed us a week later, they too, had to eat out. I have called Sears each week since this has happened and each time given a different song and dance. Finally, Monday, July 7th I called and asked to speak the to highest person available regarding the problem. I was given to "Sami" in the "Rapid Resolution Dept." and after explaining EVERYTHING I've been through with this problem—from no loaner, to no parts, to being in Arizona and the refrigerator being in New Mexico, she said Sears would replace it, and gave me a case number—244782. She said to wait until Wednesday morning to get the "Authorization number from the repairman who stated the refrigerator needed to be replaced, not repaired." I called Wednesday morning and was told that "Tracy" was on another line, but would call me back. It never happened, so I called back Thursday, July 10th and spoke to "Constance" in the "Escalations Dept." who told me she didn't know who Sami was but that they would not replace the refrigerator just because it is "smelly." She even told me I was negligent for having food in the fridge in the first place. The compressor went out and now E.B. Repairs has the part and will replace it tomorrow, but if it still stinks, we are out of luck. Why have I had to talk to so many different departments and why has each department told me something different??? Sears has been known for their service and we have several Sears appliances in our home. NEVER AGAIN!!! When I asked to speak to the top person, why is that person no longer able to be found? How do I reach the top? How do I get satisfaction for a broken 11 month old refrigerator? I will take ANY and ALL suggestions!!
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