Sears Repair/customer service complaint

Four years ago I purchased a Sears Kenmore Elite refrigerator in =

addition to an oven/stove combo which totaled over $7,000 from Sears.

Yesterday, I scheduled an appointment for the refrigerator that is no =

longer working, which I certainly didn't expect since Consumer Reports =

had extremely high ratings - the very reason for the purchase. (It's =

internal temperature is a steady 58 degrees.) I scheduled a service =

call for 9/13/07 and I was told the technician would be at my home =

between 1pm and 5 pm, and that he would call before arriving. I was also =

told if there was no answer he would not service, and I would have to =

reschedule. (Which put me in a position to have to speak to solicitors =

all day.) After waiting all afternoon , at 4:00 pm, a Sears =

representative called to inform me that NO ONE would be showing up to =

fix the appliance, and that I had to "reschedule". Sears cancelled my =

service call!! I was astounded! The next closest appointment was 6 =

days away on 9/12, and then I have to be available ALL DAY! I was told =

since SOME of the parts are still under warranty, I am unable to call =

any other repair service, so I am technically held hostage by Sears. =

Everything that was in this state of the art refrigerator which we paid =

a couple of thousand dollars for has now spoiled.

I called to speak with the sales person who received the handsome =

commission from our purchase and it was no surprise that he was no =

longer there. I did speak with the Large Appliance Department Manager, =

Chris Devans, in the Danbury, CT store, who when I pleaded for =

assistance, told me, "there's nothing I can do, it's not my department." So THAT's the best he can do??? Nice! I informed him that if that was =

the BEST he could do, that it certainly wasn't good enough, and not only =

will this be the end of future purchases from me, but I will tell the =

world about this experience and let others decide for themselves if they =

want to spend their money at an establishment that could care less about =

customer service. Well guess what, I will NEVER purchase another thing =

from ANY department in Sears, and I don't recommend any one else to shop =

there either as they don't give two cents about you once you've =

purchased the item.

They may have made money on this sale, but they most definitely LOST any =

future business from me, my friends, family, and any one else to whom I =

can relate this story.

Renee

CT