Almost two years ago we renovated our kitchen, and replaced all the appliances with Kenmore Elite products, including their top-line dishwasher and refrigerator.
In that time period, the dishwasher has broken twice, and the refrigerator twice. Both have 4-year Master Care plans.
In the past, we've been happy with the timeliness of the immediacy and quality of the warranty service, though the disconnect between the parts shippers and the appointment makers is really annoying, as other reviews have noticed.
However, our refrigerator broke TWO MONTHS AGO on Dec. 1, 2006, and a repairman visited on Dec. 5, 2006. Since then, the parts have been backordered. And every few weeks, the ship date keeps on extending. It is now Feb. 6, 2007, and Sears STILL has not shipped the parts. I don't trust their shipping estimate, since they keep on revising it.
To Sears' credit, they have authorized rental reimbursement for another refrigerator. However, how many people have room in their kitchen for a spare refrigerator? Where would we put it? This is not like a car repair where you can drive a rental car while the other is in the shop -- in that case you don't have an extra car to park.
At what point does this constitute "unable to repair" which in the warranty would merit replacement? Ironically, if this really was a car, many states' lemon laws (the part about honoring the warranty) would merit replacement or reimbursement by now.
TWO MONTHS and waiting.