I had a service appointment set up and when I made the appointment they told me about the warranty I could buy that would cover the service call and the next year. I wasn't sure about the details and was at work reacting to a call from my family saying the refrigerator was not working.
The rep assured me I could call back and get the warranty later in the evening. When I did this after work, the person on the line said no problem then charged my credit card, sent me my warranty card and then told me I had been rescheduled to FOUR days later. I talked to three other people all with the same "to bad that's the policy" attitude and a supervisor who said it was my fault for not making up my mind when they tried to sell me the warranty in the first place. I have 3 kids and a refrigerator full of food - that will all go bad by Tuesday.
Bad service and or policy which ever you want to blame. I am so extremely disappointed in Sears I can't even fully express in words.