Two years ago I purchased a big screen TV from Sears with the extended service contract.  About 8 weeks ago I started having problems with the picture.  I called Sears to set up an appointment and the first available time they had was 3 weeks away.

I gave them my name and set up an appointment.  When they called to confirm they asked for a gentleman who owned the house 10 years ago and was of no relation.  I told them he no longer lived at this address and my appointment was cancelled.  It was their mistake and it took days of un-returned phone calls and pressure from me to not wait another 3 weeks for a service call.

When the tech finally showed up he spent 10 minutes looking at the TV and decided he needed to order a part.  Two weeks and three hours late he was back again.  Upon installing the part -- which was bad -- the TV became unusable and more parts needed to be ordered.  Instead of putting back the part that worked so we could still use our TV, he just left.

When I called the repair department to get him back to reinstall the older, but working part, the operator told us she would try to reach him.

After being on hold for 35 minutes another operator picked up and I needed to restate my situation.

She said everyone was gone for the evening and there was nothing she could do.  I asked for a customer service number and was told there was no other number she could give.

The new parts were to come in 48 hours.  They did not.  I was to have the following Tuesday appointment and they tried to change it to Thursday.

The bottom line is my TV is still not fixed and it is going on 8 weeks.  Sears has lost another family.

Lorna Schimmrich, quarry213@ulster.net