Honestly, we have traditionally had good experiences with Sears and our appliances. How disappointed we are in our current run around with Sears! Xcel energy kept turning off and on our power on 7/24/09. Unfortunately, that blew out the compressor on our Kenmore. When I called for repair, they explained that I could pay $225 immediately and that would put in place a protection agreement--up to $500 of repairs covered, or $500 credit if we chose to replace the appliance. Okay, I was hoping it was just a fuse, but they told me if it was the compressor $483, so I decided to take them up on the offer.
Repairman said compressor would be $780! So regretfully, we decided to replace the fridge. :( Repairman put in report while we listened and apologized that it would take 48 hours to get the $500 credit authorization. We went shopping at Sears and they told us they would talk to us in 48 hours. We called to ask if the number was ready--no, wait 48 hours. It is after 48 hours. We have spent 1.5 on phone, and after 15 transfers and 2 disconnects, we were told it would be 72 hours!!!
I know this doesn't seem like much compared with the other stories, but honestly, two weeks without a fridge, plus the time to order a new one--why would Sears create such a ridiculous system of 48 hours and then disappoint a customer waiting to replace a refrigerator!! It's not like they have to make the fridge--they just have to issue a number.
Beware of Sears--they don't seem to be able to handle their systems or live up to their promises. I've learned to ask for employee numbers, record phone calls, take notes. It's too bad. I have always felt very good about Sears and wished they success as an American company. It doesn't look like my wishes are going to come true. Too bad.
Product or Service Mentioned: Sears Repair.
Monetary Loss: $1200.