To whom it may concern:

My wife & I bought a Whirlpool ET25DMXDW01 model in 1998. We have always bought Sears appliances.

We had the the usual maintenance service over the years and we have paid for Sears extended service ( on and off) for several years.

We also have other Sears appliances (washer & dryer etc.).

We have been very happy with the Whirlpool refrigerator and we still use it and is in very good condition.

Almost 10 months ago, the handle for the bottom right drawer (crisper pan) broke and we requested Sears to replace it inorder for us to use the set drawer for fruits and vegetables as we are not able to make usage of that drawer.

Today, I have accumulated several pages of transactions with Sears Home Central to no avail.

We have had the longest run around one could possibly imagine.

We have had several technicians come out to write out the same order several times.

We have dealt with many service reps at Sears Home Center and they have always told us that the problem would and should be fixed and if the replacement would not be available the policy requires them to replace it with a new refrigerator. After many months, my wife handed this file over to me.

Once again, I began my request from the bottom and all the way to the executive line (as they told me).

Finally, they had acknowledged that the replacement was no longer available and forwarded me to another division.

Tel: 619-441-2544 (very difficult line to talk to someone...) After many hours of waiting on the tel. I have spoken with Ms. Chris and Ms. Marilyn... again to no avail.

Last I spoke with Ms. Marilyn advised me that the part was no longer available and that Sears was not interested in replacing the refrigerator which totally contradicts my extended service with them.

What am I to do? Can you help us?

Sincerely,

Arlene & Sabi Kent