Sears service late, slow, non-responsive and unacceptable - Panasonic Genius 1250 watt 2.2 cubic foot microwave

My microwave stopped working two weeks ago. After arriving four hours late for his confirmed appointment (8-Noon, arrived just before 4 PM), the tech could not order the part needed to fix it, so told me the microwave would be replaced - so far, OK. Now, after numerous phone calls to the robo-hell service support line and telling my information and the story nine times, I was told last night the replacement would take eight weeks to arrive. Not once did Sears call me throughout the entire process. I can order the same model online and get it tomorrow, but of course I would then need to pay for it. Is it too much to expect that after paying Sears thousands over the years that they would expected to perform service when needed? To add insult to injury, my stainless steel finish microwave will be replaced with a black plastic model (to save $70, I suppose). The Sears agent tells me the contract says that exterior "color" is not a "function" they are required to honor, but I bought stainless originally because it does not scratch easily and maintains it's appearance - sounds like a function to me. I am starting to believe that the delay is built-in to frustrate the customer to the point that they buy their own replacement and Sears does not bear the expenses of fulfilling their service contract.

Offender: Sears
Country: USA   State: All USA

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