2 days short of the 1-year purchase date anniversary, our Kenmore double door/freezer bottom fridge failed and stopped maintaining temperature to keep food safe. It took 5 days from our call before a service technician came to confirm the problem, and 1 additional week for the part to arrive, with mixed messages from Sears customer service during that time that the part would take anywhere from 2 days to 1 month to arrive. Once a tracking # for the part was finally found, we were told it would be another 5 day delay after the part arrived before someone could install it. I was on hold for 30-60 min per phone call to Sears customer service, and transferred among up to 5 different Sears departments in each call. I was told everything from that our product was no longer under warranty & we would be billed for repairs, to having service visits cancelled by automated message. There was no urgency on Sears' part to contact their manufacturer/shipper of the part. In general, I was told repeatedly "I can't help you...let me transfer you (to another department)".
I physically went to a Sears store to try to get this resolved, and their floor personnel got the same runaround from the Customer Service hotline. One Sears hotline rep said that she would give us a complimentary Master Plan warranty for 1 year in recognition of these issues and that she would email me confirmation, which still has not yet happened 4 days later.
Amazingly, I've been told that Sears does not warranty any work done; if this breaks again we're responsible for the entire repair cost. Apparently, Sears does not stand by their products or work unless you buy extra insurance.
Things I learned:
-Even if you bought on line, go into the store to complain. They still have to deal with the same CS hotline, but as long as you're standing near the counter complaining about their product, there's some incentive to solve your problem.
-Don't let them transfer you on the hotline. Make the CS rep put you on hold while they contact the other division. Once they transfer you there's no accountability. I did this and magically a service rep was able to come out on a Saturday to install the compressor, not the following Wed as they had scheduled.
Monetary Loss: $1200.