I bought my gas range, washer/dryer/, fridge and dishwasher from Sears (Sherway Gardens) earlier this year (Jan 2009) and got their Protection Agreement Plan which includes their highly touted "Annual Maintenance Check" (#19 of their fine print).
I noticed that the burner in my gas range was not working so I called up (Sep 13, 2009) 2 weeks ago the Sears Customer Service (1-800-469-4663) to book an appointment. The earliest then was Sep 21 (Monday) and so I asked that it be booked on Sep 24 AM (Thursday) so I can arrange for time off from work. I was booked for Sep 24 between 8am - 12nn.
It's 2:30pm now Sep 24 and there's no one or no calls from Sears.
10:00 AM : I called the customer service number and I was told that they will be there before 12 noon. And that they have also sent a message to the technician to call me to advise of his time of arrival.
12:30 PM : I called to let them now that no one showed up. The CS agent said that she was sending a "priority service message" so that someone would call me back within 30 minutes.
01:30 PM: I called again the customer service since no one showed up or even bothered to call. I asked if I can speak with the last CS agent (I gave the name) to speak with her directly. They said they see that I called and saw the notes but they have no way of knowing WHO wrote the note and they have no way of trasferring the call. I knew it was just BS. They transferred me to their Corporate Customer Service and after waiting for 15 minutes on hold, someone picked up. She said she's sending a "911" call so someone would call. And that if no one will call back by end of the day, to call them back tomorrow morning.
Lesson learned: If you're buying something from Sears and you need to pay even just a cent for their Protection Agreement Plan, please save your cent. You will save a cent and you will save yourself guaranteed grief. No matter how diligent you are in setting any appointment or follow-up, it's absolute zilch value since the other person (Sears) on the other line has absollutely no credibility. If you do buy a Protection Agreement Plan with the hope that you will hit the jackpot that you will actually get a fraction of the service that you expected, just don't put too much faith on their word.