I have an electric water heater, Kenmore, power miser 12+ under a 12 year warranty. It is 10 years old and leaking. I have contacted the 1-800-4-MY-HOME # numerous times throughout this past week only to be transferred from one dept to another dept to be told one thing and then another. I got a service technician appt. set up for this Saturday morning with a four hour window between 8-noon. I told them it was leaking and defective but of course, they have to have their technician come out. I asked them if he would be bringing a tank with them. First I was told I don't know, then I was told no because an installer has to bring out the tank, then I was told they would make a note for the technician to bring a tank with him! Then I was told if he orders the tank by noon, it would be replaced today. I was told it had to be installed by a Sears installer for it to be covered under the warranty and the total cost to me would be $129.99. Well the technician comes out, yep tank is defective, leaking, covered under warranty. He calls it in only to get hung up on twice by his own company! Tells me they will be calling me in 20 minutes to set up delivery and installation. I get a call but am told I would have to pay $289.99. I told them that I was told my total charge under the warranty would be $129.99. I get told that I will have to call the 4-MY-HOME # again to get that price approved. I call, I'm on the phone for an hour being transferred from dept. to dept. again only to be cycled right back to the # for the individual I spoke with originally about getting the tank brought to my house and installed for $289.99. I'm told I can either pick up the tank myself and that I did not have to have a Sears installer do it or I can have them deliver it for $69.99 or NO TANK AT ALL! I have been on the phone with them for hours over this past week trying to get this WARRANTIED hot water tank taken care of. Now my carpet and pad in the basement where the tank is located is completely saturated and damaged. They tell me I can file a claim with Sedwick insurance. I still have no tank and have had no hot water all week, no shower, damaged floor and have been lied to, transferred around, and given nothing but I'm sorries but no resolutions. Sears does not care about their customers. I got told my tank was not covered, then I got told only certain parts were covered, then even the technician was confused when he looked up this tank on his little laptop and it said 10 year warranty when the book on the tank says very clearly "After one year and through 12 years from date of purchase for water heaters used in a single-family residence, if a leak occurs in the tank, Sears will furnish a new current model heater of equal capacity and quality. You will be charged for any installation." I was told installation fee was $129.99. Now I'm being ripped off by being told I have to pay $289.99. All I want is my warrantied replacement hot water tank honored at the installation price I was told and my carpet and pad to be paid for the damages occurred from this tank when I told them all along its leaking. Sears doesn't give a crap about their customers, the damage their appliance has caused, nor the customer's inconvenience. I am a single woman on a limited income with no means to haul a hot water tank home. I could swing teh $129.99 I was told that was all I'd have to pay but I cannot pay the $289.99 and don't believe I should have to with the inconvenience and poor treatment I have received from the customer service call center. I even called the local Sears stores here in CO Springs and all I got was an automated system and when I asked for customer service, I was routed to someone in TX and then someone with a Phillipine accent or from somewhere else. I could never get ahold of a live person at the local Sears store! It is unreal the treatment for a warranty item. I will never shop Sears again. They have lost my business for good and I have nothing good to say about them to anyone. I'm getting ready to call the local TV stations now and report what I have gone through with them. I haven't had a shower in a week. Having to boil water to do sink baths and wash my hair, wash dishes. I will have to go to a laundrymat to get my wash done. And now have a damaged carpet and pad in my basement hall and bathroom down there. This is so wrong, so very wrong. I hate you Sears. I hate you and your customer service call center! Sears used to be a good company but you guys are crap now. This never should have been such a major ordeal to get taken care of and I still have no hot water heater and it has been one week now. I hate you!