In February of 2011, we purchased an elliptical trainer from Sears. My husband and I (well, my husband more than me) put it together. I immediately started using it and used it 4-5 times per week for approximately a month and a half. The last time I used it was on a Thursday (in April of 2011), and it worked fine. When I went to use it the following Sunday (in April of 2011), it was completely locked up. Luckily (or so I thought), I had purchased the master protection agreement. I obtained the necessary information and called Sears within 2 days to schedule a repair appointment. Approximately 10 days later, a repair person showed up to fix the elliptical, only to tell us that parts needed to be ordered for it. He ordered the parts, and we were forced to reschedule our repair appointment.

Approximately 10 days to 2 weeks later, the repair person again showed up to fix our elliptical only to discover the parts that Sears shipped were the wrong ones. We were again forced to reschedule our service appointment. This time, the repair person ordered 3 different parts in the hopes Sears would ship the correct part to fix the machine. Our repair appointment grew closer and we still hadn't received all of the parts; only I didn't know this. I called Sears the day before our appointment and the customer service rep assured me we still had a repair appointment scheduled for the following day. I had to work, so my mother stayed at our house the next morning waiting on the repair tech. After about 3 hours, he hadn't showed up, so I called Sears again. This rep told me that our appointment had been cancelled becaused we hadn't received all of the necessary parts for the repair (two parts were on backorder and wouldn't ship for another week). No one at Sears informed me that our appointment had been cancelled, so I wasted my mother's time. We were again forced to reschedule our repair appointment - 2 more weeks to wait. Now, it appears all of the parts have shipped to our house and our appointment is tomorrow. It is now JUNE 23. I guess it remains to be seen whether the parts we received are the right one, and whether the machine will actually be fixed tomorrow, but I still have hope.

Bottom line is that our machine has been broken for longer than not. I will NEVER again purchase ANYTHING (appliance, fitness equipment or otherwise) from Sears. Buyer beware. The master protection agreement is a JOKE!

We purchased a Kenmore Side by Side Refrigerator, a Range (Stove), a Range Hood and a dishwasher with an extended warranty for all four items. This $300+ warranty, we have renewed every year after the manufactures warranty ended.

We have had only one service on the dishwasher alone and zero service on any of the other appliances. Over the last four months, the refrigerator has constantly failed, (ran warm, spoiled the food), thus requiring service.

Each service order has a wait time of around ten days or more before a technician can even come out, therefore, we have zero refrigerator for this time and then an even longer time if a part has to be ordered.

Every time the tech arrives, he patches the fridge instead of fixing it or replacing it. This patch / band aid, last for a few weeks before the problem returns.

Today I took off from work for the scheduled 8AM - 12pm sears appointment.

Due to a No Show / No Call, I contacted sears at 10:30 AM and again at 1:15 PM, only to be assured by a customer service rep, that the technician will arrive, not to worry and he will call me when he is on the way to my house.

At 2:42PM, still a No Show / No Call from the technician, I was forced to leave my house (to retrieve my kids from school). I was back home at 3:28PM, to which I found a note scratched on an index card stating 'sorry we missed you. Sears'.

The technician DID NOT call either of my contact numbers to tell me that he was on his way, as promised that he would, in the previous two calls to the customer service rep.

I immediately contacted sears and requested to speak to a supervisor, to which I was placed on hold for over fifteen minutes before the call ended abruptly.

I called back and went through this scenario four consecutive times (for almost an hour) before finally being transferred to a Sharon, who said she was a supervisor. Sharon was not only unprofessional but also lacked the technical attributes to be a customer service rep, let alone a supervisor, she even went as far as saying that there is nothing she can do, and the only thing that I can do is wait for the next available appointment...yes you got it...TEN DAYS LATER.

I explained to her that I have two young kids and really cannot be without a refrigerator for that period of time, to which she made it clear, that it was my fault for not being at home when the technician arrived, therefore I will have to wait for the next available repair date, She then hung up the phone.

Each time I call for service, the customer service reps hound me about doing some home improvements, so just for kicks, my wife stated that she was thinking of some home improvements, in no time, an appointment was scheduled for an agent to come out for the appraisal / estimate, The agent was there at my door, THE VERY NEXT DAY.

In short, sears is no longer the sears we once knew, I will never use sears for any purchases or service again.