Normally, I don't like to say bad things about people or companies.
OK, you can stop laughing now, I'm serious.
Let me tell you about a recent customer service experience (and I use that phrase loosely). Household 6 and I purchased a new refrigerator a month after I got home from Iraq (the old one was on its last legs, not to mention looking like it was the one who went to Iraq). Being loyal Sears customers, we trudged over there, and after a little searching, found a fridge that we absolutely loved - it has plenty of room in the refrigerator portion, the freezer is on the bottom (important to the half of the relationship that stands just over 5' tall), and all sorts of features. And it was on sale, too!
Fast forward 11 months. One evening, Household 6 notices that the temperature in the refrigerator section is too high. Being the engineer that I am, I note that the freezer is the correct temperature, so I carefully make sure the door is completely closed and leave it overnight to see if the temperature comes down. It doesn't.
This is where things go pear shaped. You see, we purchased the "Master Protection Agreement" when we bought the fridge - basically covering anything that could possibly happen, up to and including the complete destruction of the fridge itself. So what do I do? I call the customer service hotline. One little hitch - while they were very sympathetic, they were unable to schedule a service call any sooner than 8 days later!
I don't know if you have ever tried to live without a refrigerator, but let me tell you - one day is tough. Eight is impossible. Completely aside from the fact that we would have to eat out every day, one of the clauses in our protection agreement entitles us to reimbursement for loss of food if the fridge fails - but that has to be verified by the service technician! Ever live with rotting food for eight days? Loads of fun...
To make a long story short, after several more phone calls, and tracking down the local service center to contact the technician directly, we were able to get him to the house after only four days. But I am seriously peeved with Sears - for once, someone has managed to irritate me out of my brand loyalty. Oh, I'll still buy the Craftsman tools, but never another appliance at Sears.