Our LG refrigerate just quite working about * weeks ago. We called Sears, and after a hour and half wait time on hold, finally got a real person to schedule a repair visit. Several days later, a technician came out (he was very nice, and knowledgeable) , said it needed a new compressor. Took a long time for the part to come in. Technician (the same one as before) came out about June**th to install. But part didn't maintain pressure, upon further examination of refrigerator, technician states that the refrigerator has an internal leak, and can not be fixed, and that Sears will be replacing our unit. Technician said he would enter all paper work and we would hear from Sears. We have heard nothing. Yesterday I tried to call customer service. I was on hold for over ** minutes, then finally talked with a representative, said he would have to confer with a co-worker and would put me on hold. He disconnected me instead. I called again. After a additional hour and a half wait on hold, I gave up and hung up. I am in the process of calling today, and am currently holding and waiting...** minutes so far and counting. Just now a very nice rep. finally came on line, but again, I was at wrong department - he was New Protection agreements. He said he would transfer me to the Benefits department. I am now on hold, again, ** minutes and counting.*This service, or lack there of, in my opinion, is Sears reneging on a paid contract we have with them. This is a simple basic refrigerator, not a fancy stainless steel, french door unit. I am ** years old and disabled. My husband and I are using ice chests, which causes some water on floor, and is a fall hazard for me. This lack of ability to reach the proper Sears department is also the fact when one calls the customer service number, the call IS promptly answered, but it is by a computer generated "person" who is asking questions to determine the type of problem, but the computer program is a poor one, and can't differentiate between departments, so one's call gets put on a long hold (up to one and a half hours) only to find out that it is the wrong department and one needs to be transferred (read, sent to back of line), and immediately placed on hold. So you might not know for ** or ** minutes that once again, you have been sent to the wrong place, and have to start over (on hold). We paid for our protection agreement, and we need our replacement refrigerator now. Thank you.*Update, finally spoke with right person, and have been given info about how to proceed, and an authorization code. We can go to an outlet store in area and get a slightly damaged unit, or drive * hours to another store to see if they have a comparable unit, or go on line to order a unit. The representative we spoke to, checked on line and said the recommended comparable unit, if ordered, would arrive in three months, yes THREE MONTHS! * I used to recommend Sears to my family, and have purchased our kitchen appliances almost exclusively from Sears for over ** years. I will never again purchase from Sears, I will never recommend Sears to anyone, and I will put energy into sharing my horrible customer service experience with social media and anyone else who will listen.
GetHuman-anndkre did not yet indicate what Sears should do to make this right.