Great dissatisfaction with customer service, repair, and complaint centers. I own a refrigerator purchased at sears that has an extended warranty. I placed a call yesterday to get service and was scheduled for a repair today. This morning I received a voice message stating that their would not be a worker in the area therefore my appt was cancelled. When I called back I explained that this is the 3rd time in only a few months that this has occurred and that all of the food in both the fridge and freezer was destroyed, in addition I have 3 children who I need to feed and can not replace the food because the fridge is not working. I was transferred 3 times during that call and told that the best that could be done was an appt on Monday as they had overbooked today. When I requested to speak with a supervisor I was told that I was speaking with the person at the highest level within the complaint center and that there was no one above her anywhere. She attempted to pacify me by stating that she could get me an appt on Monday. I replied that this is not acceptable when I have 3 children in the home that need to eat, and the representative could not guarantee that Mondays appt would not be cancelled as well. She said that there was an overbooking and other than scheduling an appt on Monday nothing could be done (that is 4 days without a fridge or freezer in the middle of summer). I requested to take my complaint further and was told that it would go to her, I am not comfortable sending my grievance directly to one of the people who is included in my grievance. I can not express my dissatisfaction strongly enough. It is unacceptable to leave a customer with a long history of customer loyalty, and 3 children with no means of cooling food in the summer heat and these difficult economic times.
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