I purchased a refrigerator two years ago and purchased a 5 year warranty at the same time. I have not had any major issues until now when the refrigerator stopped cooling.
I called the 800 number for service and was told that I couldn't get a repair until a week later. The automatic recording says that you can make an appointment online which allowed me to make an appointment the same day. When I called the 800 number back to cancel the appointment made over the phone I had to speak to 4 people before the appointment was confirmed and I was told that I wouldn't have to pay for the service. At the time I was told a 30 minute heads up warning would be made, but the service tech only gave 15 minutes which resulted in a missed call.
I tried to call back no less then 10 times with no response from the tech. I called the 800 number 3 more times to ask if he was going to come back and they all said yes.
At 6:45 at night I called again and they said that it would be December(weeks from now) before they could get back to my house. I went online and there was an appt available on Saturday which I reserved. When I called the escalation team the first person transferred me to the routing dept which was closed and the second person told me that the routing dept would have hung up on me anyway.
I was then told that I was trying to fraud the online system because I entered a separate fridge and that when the tech was there I would be given a bill and if I didn't pay I would be sent to collections.
After explaining everything again and 30 minutes later I was told that there was an influx of these type of calls and that the site wasn't working correctly.
To sum things up I was called a fraud, denied an appointment and discovered if you have a warranty you have to wait weeks for service, but if you are willing to pay out of pocket you can have an appointment asap.
Product or Service Mentioned: Sears Repair.