Sears Service Department Doesn't Care if You FREEZE

I installed a $7,000 boiler in my home in June 2007. In October I required service because the boiler was burning "dirty", blowing soot all over. They fixed it the next day. One week later, this morning to be exact, I have no hot water. It's 28 degrees outside and the heater won't heat...So, I called the service department at 888-673-7881 the same one I called last time and was told that no one can help me until MONDAY. It's 8:00 AM Saturday morning as I write this, the temp in my house is 58...and Sears is very sorry, but they can't do a thing to help me until Monday. The lady on the phone was about as emotional and concerned as a corpse and I asked if I could be transferred to the complaint department. She gave me 800-549-4505 where I was told the same thing, Sears doesn't provide any service on weekends. I asked if I could be transferred to a complaint line and she happily obliged and transferred me...and the recording said the office was closed until Monday. She must have been laughing about that little joke.

So now I have no heat, no hot water on Saturday, Sunday, and Monday. I'll have to take a day off work to accomodate YOUR work schedule, so I lose a day's pay. As I said, I spent $7,000 on a new boiler to get me through the winter. I also purchased a 5 year service agreement (there's nothing in there that says "WE DON'T WORK WEEKENDS")...I lost a day's wages once when the thing broke down two weeks ago and it looks like I'll lose another day's wages. Hopefully, I won't have any frozen pipes.

I'm writing this knowing that I'll be lucky if they read it before next week...and I seriously doubt that I'll get any satisfactory answer beyond "I'm sorry..." from them. That doesn't heat my house or keep me from taking a day off work. If I could, I'd return their boiler and buy one from a local business with a reliable and trustworthy service...however, I made the mistake of believing that Sears stood for quality.

I'm anxious to know if anyone at Sears even read this, or has a solution to a problem like mine. Seriously, what is someone supposed to do when a major appliance such as a BOILER, where an entire family DEPENDS on the thing to work to keep them warm and avoid damage to their house from frozen pipes, goes down on a weekend in the middle of winter...and cannot get ANY help for three days????

That is ridiculous and totally unsatisfactory.