OK - let me run this by you...
Last week, my 4 year old refrigerator/freezer stopped keeping things cold and frozen on the top and bottom shelves - only worked in the middle. Since we had the extended warranty, we called for service and were told it would be one day as they needed to get parts. Once fixed, the service tech said that if it didn't work by the weekend (3 days after repair) we should call again because that would mean it was another problem but he thought he would try the easy fix first. It didn't, we did, and were put off for another day.
The service tech came in, looked at my fridge and said...I'll have to come back tomorrow because I don't have a part.
At this point, I was annoyed because how did he not have a part when he predicted what the new problem would be. The store where we bought it called later and advised via a recorded message, that they would be there between 4 and 6 pm the following day...and stay on the phone if you had any questions.
Of course I stayed on the phone because that was another complete day with no working fridge, food spoiling (I do not have a backup fridge) and time wasted. The customer service rep advised me that there was nothing they could do and I was a pitbull...I insisted that they could do something about the rotting food. I was then told that my warranty did not have spoilage coverage. I told them that had the job been done on either of the first two trips, it wouldn't have been an issue but I wanted an earlier appointment to get my fridge back on track! Words were exchanged, but because I was only upset and not vulgar or obscene, their c/s person was obliged to talk to me and not hang up. (poor guy) Sometime in the conversation he put me on hold and talked to his manager who advised him that if Wednesday afternoon/evening didn't work they had an opening Thursday morning.
So I asked the c/s person if his manager was an idiot, (or if he thought I was), that he thought Thursday morning was before Wednesday evening. Obviously the c/s guy led the manager to believe that it was an AM/PM issue and not a sooner/later one. So I refused their kind (?) offer to spoil my food for one more day and told them that if they couldn't help me I would have to live with it. BUT if they didn't fix my fridge I was planning on finding out if there was any legal or lemon law action I could take...and advised them that Sears also has appliances so there was no reason for me to go back to them (personally, we will probably do Lowes as they price match and we get 5% back on our charge card.) The customer service guy forgot to mute the phone and whispered to someone (possibly the manager I just called an idiot) and said "her name is Margaret." Guess someone was listening in because calls may be monitored, you know.
End of story...they showed up at my house this morning, Wednesday, and fixed my fridge. The tech was in the neighborhood and out of the goodness of his heart (or because they told him to do anything to prevent me from calling back) worked us into his schedule.
Still not going back to this store (named after my personal patriotic designation) but at least we had a happy ending. And I can always buy more milk...
