I purchased a Kenmore Elite Refrigerator from my local Sears store in Dulles, VA in August of 2012. I was also convinced to purchase the Master Protection Agreement from Sears for 5 years and was told that it would allow me timely service and repair as well as full replacement if the refrigerator could not be repaired in a timely manner. A week ago, the fridge started making a loud grinding noise from the back and it sounded like the fan died. The fridge readout listed an error code of "er rf". I called Sears repair department to schedule a repair and was told that the nearest repair appointment was a week later on 6/19 from 12-5pm. I told them exactly what the problem was. I told them which parts to bring out based on my own research and asked them to insure the technician came prepared for a full repair.
I took the day off from work to be home to wait on the repairman. He did not show up until 5:05PM!! The tech did not have any idea what he was doing and had to ask me to help him remove the bottom freezer drawer so he could get a look behind the drawer. He spent about an hour and then determined that the fans were indeed the problem. He went onto his computer and came back with a delivery date for parts on 6/27, nearly ten days later. On top of that, he told me that the first available appointment to do the repair was not until July 12th!!! He promptly left and left me with making calls to Sears to try to get a replacement refrigerator sent out.
After speaking with several "customer solutions" representatives, the repair departments, etc., I was told that under no circumstances would they be able to replace the refrigerator until I had at least four appointments scheduled for repair.
I am now looking at 6 weeks to repair without a refrigerator for my entire house. That is not acceptable. Sears is literally a customer rip off.