Our small fridge was a little over 3 years old. We purchased a "Master Protection Agreement" about 6 months ago.
It stopped cooling.
We scheduled a first in-home repair visit.
The 2 contracted repairmen were nice, but quite honestly, clearly had no idea what was wrong. They called somebody at Sears. I have no idea how it was possible, but the Sears phone person determined the "control board" was faulty. So they ordered a new control board and scheduled another appointment with us for a week later.
One week later, the same 2 contracted repairmen returned and installed the control board. The fridge still was not cooling. They ordered a new fan and scheduled another appointment with us for a week later.
One week later, the same 2 contracted repairmen returned and installed the new fan. The fridge still was not cooling. So finally they investigated further and found leaking oil and coolant behind the back panel.
When I expressed frustration that they were now going to order more parts and have to return a fourth time, the repairmen explained how it was not their fault. [How was it not their fault for not opening the back panel from the outset to fully investigate the problem?]
When I called Sears again, first I was told that it was impossible to offer any compensation because their records showed that only 1 repair visit had been made. So I put them on the phone with the repairman, who was still in my home. He told Sears that he had been there 3 times.
I was then passed to a Sears Customer Solution specialist. I asked for either a new fridge or to just take the broken one to a repair shop somewhere, fix it there, and then return it to me, so at least I would not have to keep missing work. She said neither of those solutions were options, but she did offer me a $50 gift card (or a 3 month extension of the Master Protection Agreement) to compensate me for my trouble and the 3 days I had to miss work to meet the repairmen ("we'll be there sometime between 8 AM and 5 PM"). Considering I have already missed 3 days of work, and still no clear end in sight, that compensation was insulting.
I am buying a new fridge from another manufacturer.
I canceled my "Master Protection Agreement."
I will never again buy a Sears or Kenmore product. Ever.
Product or Service Mentioned: Sears Repair.