On July 1, 2011, I reported a cooling problem with my Kenmore refrigerator (purchased in August 2009 at a local K-Mart store). At that time, I purchase a service agreement for approx. $270, which I was advised would cover all labor and material to have my refrigerator repaired. A service technical was sent on that same day and advising me that it was a problem with the compressor, he worked on the appliance for approximately 1.5 hours. When he left he advised that it would take approximately 4 hours for the refrigerator to come up to temp. After 5 hours, the refrigerator was still not cooling so I placed another call to the Customer Service Dept. At that time I was told that my original call had not been closed out by the technician so they were not allowed to open another ticket. I was told to call back the next morning - which I did. When I called on July 2, 2011, I was advised that they couldn't have a technician return until July 5. Although I wasn't happy, since now all the food that I had in my refrigerator was spoiled, I felt I didn't have an option so made the appointment. I was contacted by Sears on July 3, 2011 because they had to cancel my July 5, 2011 appointment and reschedule for July 12, 2011 due to the fact that no technician would be in my area on the originally scheduled date of July 5, 2011. I asked to speak to a manager and was told there were no available... so I asked to be put on hold until one was available and was told no. The CSR (named Rebecca) was very rude and refused to let me hold on her line. I finally did get to speak to a manager but was told there was nothing that could be done since they had no one in the area until July 12... although by that time the 12th was totally booked and the best they could do for me was an appointment on July 13. I tried to call my service contract but was told that they would have to charge me for the parts and labor for the first visit - which basically eliminated any credit I should have received... even though the parts they used didn't work! I told them they could have the parts back... but I was advised they couldn't do that until the technician could come out on the 13th. I felt I was being given the run around... and had no choice but to wait until the 13th for someone to get back to fix my refrigerator. Today is the 13th... and once again I have no refrigerator. When the technician arrived, he determined he needed a new compressor to fix my refrigerator (which I thought was the original diagnosis from the July 1 visit). He ordered the part, which will take 5-7 days to deliver I am told. Once I receive the part, I am to contact Sears Customer Service to once again schedule another appointment ... which, if history is correct, will be another 10 days that I have to wait. I contacted the local Kmart where I originally purchased the appliance... they gave me another phone # to call and I spoke with Jose. Once again, Jose was very apologetic, but could do nothing to help. Eventually, when I asked to speak to his manager, I was told he would transfer me... but instead I was hung up on. At this point, it will be a total of 4 weeks before I have a working refrigerator again (that is, if it can be fixed). I am so frustrated and angry and don't understand why the compressor was not ordered after the first service call - although I am told the first technician's notes state that it was other parts that were replaced... even though he told me it was a compressor problem. IS THERE ANYONE IN THE SEARS ORGANIZATION WHO CAN HELP ME! DO THEY CARE ABOUT THEIR CUSTOMERS AT ALL?????!!!