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We've had a Sears Protection Plan on our furnace since it was installed. Every year I have Sears do a safety check.

Many times, they have replaced a faulty part down through the years. However the technician found a crack in the heat exchanger this year and immediately condemned the furnace. He said the heat exchanger will have to be ordered and so for over two weeks we have been without the use of the furnace. It was scheduled for replacement today.

Now I get a call from the technician saying it won't be replaced until Wednesday. It seems to me that a replacement furnace could have been installed for about the same price and certainly for customer satisfaction a couple of weeks ago. It is up to Sears discretion if they replace the furnace per the Protection plan or repair.

No thought to what is right for customer satisfaction. At least three more days without the use of the furnace.

Product or Service Mentioned: Sears Protection Plan.

Reason of review: Poor customer service.

Preferred solution: Deliver product or service ordered.

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