I grew up with Sears but sadly they no longer have customer service. They are incapable of truly resolving issues created by their poor quality sub contractors.
I would never recommend Sears to anyone & have no intentions to ever mAje another purchase from them. There is no pride on any level and this will run Sears into the ground in a very short time!!!!
IMO management is at the heart of this. They don't get it!!