I saw your website and have a horrendous story to add.
We made an appointment for October 11th to have a 3 year refrigerator fixed which is covered under warranty for service and parts. Sears claims it isn't covered because it was purchased in 1999 yet the metal plate inside the refrigerator states manufactured in 07-01.
I brought this to their attention and they are covering it under warranty but they said the store where we bought used a dummy date of 1999 at the time of the sale. Sounds like a scam to me.
Sears canceled our appt on October 11th (Columbus Day) because their technician called in sick. The technician came on October 12th and replaced the wrong part (I took the day off) On October 18th a second technician came and stated the fridge needed a compressor which are not carried in stock. (I took the day off again) He ordered the part due in on Friday October 22.
Sears canceled their appointment with us for October 25th because the part never arrived. (I stayed home again from work because no one informed us the part never came in)
The part arrived and we scheduled an appointment for Wednesday Oct. 28th. Sears canceled the appointment because there was no technician even covering our area for that day. So why did they schedule the appointment? (took this day off from work too)
We had an 8-12 appointment scheduled for today. (October 30th) At 12 noon I called the 1-800-4-MYHOME number and was told the technician was running late but that he was positively coming. At 1pm Sears called and canceled because the technician was at the hospital and hadn't visited anyone on his route that day, and never called in sick to Sears. They claim they called his wife at the hospital and found out about his injury and that there was no other available technician to come to our house.
Meanwhile because the compressor is bad, all the other parts on the fridge are being worn down, and the fridge keeps shutting off. We have been without refrigerated food for 20 days now. Sears will not reimburse us for spoiled food either or a new appliance.
I called the national number and told Sears that my husband and I had taken 4 days off from work, and that Monday Nov. 1st will be our 6th day off. They said they can't compensate lost wages but they'll send us a $100 gift certificate.
We'll never use it as we are done with Sears. We bought a fridge, washer, dryer, range and over $7000 in gift certificates/clothes/tools from them this year but never again will we shop there. We are writing a letter to the President of Sears with a carbon copy to the Better Business Bureau, and the Massachusetts Attorney General
No longer a Sears Custome
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