We have been customers of Sears products for well over 45 years. We always bought the extra insurance on your products and we were always very satisfied with the quality and care Sears had always given to us. We have 4 TV’s, 2 refrigerators and a freezer covered by Sears agreements.

Last year we decided to buy the Master Protection Agreement for our Heating and Air Conditioning units. We called and made an appointment to have our Central Air conditioning unit checked out to make sure it was going to be OK for the summer. A technician came out on the 9th of April. He checked inside our home and then went to check the unit on the outside. He checked the terminal and broke off the cap so he ordered a replacement Capacitor 50/7.5 440 Vac. He told us that he would schedule us for the 21st. but, if the part came in a lot earlier than that, call and he would be out to install the part. After the 21st, we called to see when we could expect the part and were told that it was on back order and there is no ETA.

Approximately 6 calls and being told the same as the above, I contacted the manufacturer of our Lennox Air Conditioning Unit and were told that they had the part we were looking for. It was in stock and could be received by us in approximately 2 days. I called Sears again and spoke to Leeann ID #250436 on May 3rd the same day I spoke with Lennox and she patiently listened to my dilemma and said she would call the parts department at Sears. Apparently, there is only one supplier used by Sears and I am beginning to think they are not doing Sears any justice. She assured me that they would seek a supplier who could get this part for us and it shouldn’t be too much longer.

I spoke to a person by the name of Erika who said she was with the Corporate Office and she told me that Sears had 30 days to produce a part. My husband and I went over the entire agreement and no where does it say this. She insisted that there was no ETA and it seemed to us that we had no choice but to wait and wait. I only hope that this is not going to be the way Sears operates going forward. We are just so disappointed in the way things were handled regarding this part. My husband and I are Senior citizens with some health issues. Hopefully we will receive this part in the next few days.

We just wanted you to know that you may have to check on your supplier.