Update by user May 16, 2018
Sears Home Improvement FAQ: 1). Was the product covered under a single agreement, or as a WHOLE HOME COVERAGE 'Package' or "bundling" of its home maintenance service?
Please refer to: bullseye.postclickmarketing.comwww.choicehomewarranty.com/whats-covered/Global/FileLib/Fullfilment_Kits/SEARS_WARRANTY_DM_K1_EMAIL_FF_KIT_CONCEPT.PDF AND:www.choicehomewarranty.com/whats-covered 2).
Terms and Conditions of Service: Dispute Resolution/Arbitration: https://www.searshomeservices.com/blog/a-service-protection-program-you-can-count-on Hang tight...I have today off from work, as I need to 'burn off' accrued PTO...but I we are working toward a goal. Bear with me, I'm older, (xD) but I have more 'insurance' lol!
Original review posted by user May 16, 2018
Hello Secret Boa:
I understand and empathize with your situation, and I hope that what pissedconsumer.com and perhaps many others as verified users and as well as others who have related experiences to assist. We will try and find some avenues that may help you and others regarding the same issues to find an immediate resolution.
If I or others can be of help to you, it is a honor and pleasure to do so.
In reading and reviewing what you have written, I have a few inquiries as to details, if I may:
1). Can you tell us when the purchase for this item was made?
2). Was the purchase made through Sears Hybrid store, Sears Hometown or Sears Outlet Store, or was the purchase made on line?
3). Did you purchase a maintenance agreement for this item?
4). In closest proximity to your home address, where is the largest metropolitan city, and to your own knowledge, was this where the Sears A & E would be dispatched from?
My approach is to collect some pieces of information that can look at this third person, and determine of the purchase chain and its subsequent paths, (Where it should lead, exponentially).
While many of the wonderful features for Sears A & E used to be the industry repair standard, after acquisition of Kmart and Sears in 2004 to finalization in 2005, much of the cutting away of goods and services announced the debacle all consumers are left with now. Prior to my mother's experience with Sears, I used to have a Protection Agreement for every Sears manufactured item, even a garage door opener. Sears A & E always delivered exceptional service, on-time, helpful, very professional and knowledgeable. Sears A & E ALWAYS followed through with their service calls, insuring quality service and effective execution before, during and after every visit to repair or maintain. Once upon a time, sadly; but now no longer. Huge Bummer. :(
If Sears A&E made the service call, surely they would have communicated (or should have upon arrival at your residence), made the correct diagnosis (which from the understanding gained from the experience you had) it 'appears' that Sears A & E had forthright knowledge of your issues, but dispatched a technician do complete a 'troubleshooting' session, order the part(s) and then keep you in cyber limbo. That aside, it was for a refrigerator that according to Sears Home Improvement (which Sears A & E is under its umbrella of services) they have 'trained' technicians (if certified) your issues SHOULD have been dealt with quickly and efficiently.
Please let us know, if you can any additional details, and we can try to help.
Thanks for reading and listening.