Although we may have purchased a lemon of a refrigerator (LG Craft Ice) the warranty service that we have received from Sears has been exceptional. There were a few hiccups along the way, wrong parts delivered due to manufacturers error, canceled service call due to staffing, but through it all Brandon our tech is a pleasure to work with. He is very knowledgeable, professional and has provided top notch customer service.
My goodness, where do I start. Our less than 3-year old Kenmore refrigerator compressor failed on December 1st. We waited 10 days, storing food in a snowbank. The repairman removed the old compressor, ordered a new one and the soonest he could return was December 30. He spent most of the day installing the new compressor and .... the refrigerator holds a nice cozy 70 degree internal temperature. We now get to wait til January 10th before he can get back. He was not well experienced with the installation and could not get out of here fast enough. We are told that Sears needs 4 attempts to repair before they replace.... wow, at this rate it will be February before we might have an operational fridge... hope we get lots of snow and cold weather! Sears used to be such a good quality appliance, but I will never again purchase a Kenmore of anything. Nor will I ever again pay for the extra warranty... feels as though the service was slower with the warranty than without. Almost a month and 3 service calls later I have given them a 5 star rating, up from my original 2 star. The service person was always on time during this odyssey. During each attempt to repair the refrigerator, he spent at least 4 hours. In spite of his best efforts, the unit would still not cool. Now we are shopping for a new refrigerator. I had read many criticisms of the Sears Protection Warranty company, especially that they seemed to discriminate against policy holders by making them wait long time for service. However, given the dearth of people who are interested in trade-careers, I believe the delays were a result of lack of trained personnel. Other trades are having similar challenges. So I am changing my opinion about the slowness of this process because it seems more understandable. The Protection Warranty insurance company came through as intended. they paid for all parts and labor, and after 4 attempts they authorized a replacement. Here again, I have changed my opinion and will purchase a new service policy through Sears for the new refrigerator, it turned out to be a really good investment. Sears gave the issue their support and stood behind their contract. That is good customer service. Thank you to our persistent and determined serviceman.