Respected sir/madam,
I purchased my refrigerator April 2002 from a local Sears department store (along with several other appliances). Many weeks ago the compressor started to go, and both the freezer and refrigerator stopped working. I had a local repair man come out the next day who said it was the compressor, but since that part was still under warranty he recommended calling Sears. So I did. I had to wait OVER a WEEK for my first (of many) appointment on July 8th, 2006. The repair man came out and said it was some part (not the compressor) I had to wait ANOTHER WEEK! He then came out again on July 12th, 2006. He then tried to install the said part and declared that it was indeed the compressor after all. He then informed me that the compressor was on "back order", but he would put in for and he promised to be back on JULY 18, 2006 and put it in. He informed me the July 24 date on the receipt was just a number he had to put in since the part was showing a back order. I had by this time been without a refrigerator for almost ONE MONTH! Well, the part arrived to my house on July 14, 2006. I waited patiently for the repair man to arrive (as he promised) between 8-12 AM on July 18, 2006, the day he promised to be back. Imagine my surprise when he never showed up to put in the compressor that sits in my kitchen! In fact when I look at my repair order online it says I am still waiting on the part. I of course called the 1- 800 number to let them know what was going on and find out where my repair man was, but they could only repeat to me the exact same thing that showed up on their computer, that I was waiting for a part that wouldn't arrive until June 24. Now, I am not hallucinating when I tell you (with the utmost confidence) that there is a compressor sitting in my kitchen waiting for an authorized Sears repairperson who promised he would be here TODAY to put it in my refrigerator. I also can say, with the utmost confidence, that I will NEVER buy another Sears product again. This is, bar none, the worst product service I have ever come in to contact with. I can not imagine how a company can survive in today's economic climate when they can not stand behind the products they sell. I believe it is shameful. I sent a complaint to there address they give online on July 18, 2006. I received a call from a worker drone who then informed me she understood that I was upset (ha - can I come use her fridge?), but that the soonest that she could get someone over would be Thursday the 20th (or the nice crazy lady said I could wait until the 30th!). I will not hold my breath that Sears will ever fix my refrigerator or honor the warranty that the compressor is under. This situation is not over for me. I still do not have a working refrigerator and have spent countless hours waiting, and money on service calls. I will have missed 5 mornings of work over this and could have (should have) just bought a new refrigerator from their nearest competitor. I WARN ANYONE DEALING WITH SEARS TO BEWARE OF HOW THEY RESPOND TO PROBLEMS ONCE THAT PRODUCT LEAVES THEIR STORE AND YOUR MONEY IS IN THEIR POCKET!