Sears/ Kenmore Refrigerator

5853176606
United States, New York

Master Protection Plan - Terrible Service

Our refrigerator began to stop working a bit before the middle of June, it is less than 3 years old and we purchased the Master Protection agreement. We have been purchasing sears appliances and protection agreements for over 30 years. First the ice maker stopped working, and then we noticed the ice cream was soft. We called for a repair and waited approximately a week for them to come. The repair technician looked at Fridge and inside of Freezer, but did not pull out refrigerator to look at back. He ordered several parts, including the main circuit board, but said we would have to wait 10 days for it to come in and to schedule repair. At this point it was already over 2 weeks. The parts came in early, and after calling 3-4 times, waiting on hold for hours, I was finally able to get someone to send someone a few days earlier. The 2nd technician arrived several days later. He told my husband, he did not believe the parts would work, but put them in anyway and did not diagnose any new problems. Ten hours later the fridge was still not working. By this time the freezer and the fridge stopped working and all of our food spoiled and defrosted, i had to take time of work twice and spent about 4 hours cleaning up the mess and throwing away food. We had no refrigerator at this point for almost 3 weeks. After promises of calling us back, and never calling back several different times, again being on hold for more than an hour over several phone calls, and being passed from person to person and finally able to speak to a supervisor (who also said they would call me back the next day and did not) ... a new repair person was sent and diagnosed that the compressor was no good. new repairs and parts did not work, so a new person was scheduled to come. We requested a replacement of the fridge as we had now been without a working fridge for over 3 weeks in 90 degree heat. We were told that at this point we will need to wait for two more weeks for the compressor to come, and only if then the fridge is deemed unrepairable they will replace it. At that point we will not have had a refrigerator for 5 weeks, I explained this to the supervisor and asked if they could live without a fridge for 5 weeks, who pays for all of the meals out, it's over 90 degrees. I asked if the supervisor thought it was reasonable and fair. They just kept saying they understood I was upset. I asked to speak with someone at a higher level who could made a decision and override the decision to provide us with a replacement. I was told they could give me an address to write to, or $50, not sure what the $50 was for. I am at my wits end. I just want to get a new refrigerator, we paid a lot of money and it should have not stopped working before it is even 3 years old. So upset to not be able to speak with someone who can actually make decisions.