We have maintained Sears service contract for our dishwasher since purchasing it five years ago.
When it spontaneously caught fire in early December, Sears was unable to help or advise, so we contacted the US manufacturer, who told us how to disconnect it.
The manufacturer's Canadian division told us they could have sent a technician the same day but that their contract with Sears meant they could not help us.
Sears booked a service call for two weeks later. The day prior a representative called to reconfirm the appointment but the following day nobody turned up.
Another appointment was made for the following week but the technician they sent was not expecting to see a dishwasher and asked if the appliance was electric. He said he needed to order parts, which would take 4 weeks.
4 weeks later a customer service representative called to say that they did not yet have the part and that it would take a further 4-6 weeks to find out if such a part was even available, and that making another appointment for service was not possible at this time.
We will have been washing dishes by hand for over 3 months if this is eventually resolved according to what Sears have told us, while we continue to pay a worthless service fee.
My advice: 1. Never buy an appliance from Sears; 2. Do not maintain service agreements -- we have paid over $600 over 5 years and would have done better to junk the machine and use that money to buy new.