Sears Home Services
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Without a refrigerator for over 4 months...
We've been without a refrigerator for four months. LG is partially to blame, but Sears Home Services is primarily to blame. The original appointment was set 2.5 weeks out so that Sears could order parts. The technician arrived with no parts or no information about what was wrong with our refrigerator. He said we needed a new compressor; he would order the parts and be back in two more weeks. Two plus weeks later, he shows up, replaces the compressor, and leaves. The freezer and middle drawer started to work again, but the refrigerator got worse (it stopped cooling at all). LG ate up a week plus having us check fans that should push air from the freezer compartment to the fridge compartment, only to find out we have a dual evaporator system, and the two compartments are not linked at all. They reopened our ticket and escalated the problem to Sears Home Services. Someone from Sears promptly reached out to discuss the problem. He determined that the issue was likely a 3-way valve not opening to allow coolant to the top compartment. He "forwarded" the information to our local reps so that parts could be ordered, and he set up another appointment for two plus weeks out (again). Two plus weeks pass, and the technician shows up without knowledge of the call we had with their escalation line, and no parts. He agreed with the assessment, put the parts on order, and set up another appointment for two plus weeks out (not joking). I contacted the escalation rep, who said that he was escalating our issue even further and that when the parts arrive, we were to call a number he provided and request a technician be sent immediately. Parts arrived within a few days. I called the number, but it was nearly impossible to get through to a representative. If you selected the option for an existing issue, all you got in return was an automated assistant telling you your appointment date and allowing you to reschedule your appointment. No surprise, no dates were available before the one already scheduled. There was also no option to talk to an operator. Finally, I opened a new ticket to get through to a rep (not local again) who said that they would send an emergency ticket to our local service center, and someone should reach out to us. We haven't received a call back, and the original escalation rep has gone silent and is no longer responding. Our next visit is tomorrow; if we don't have a fully working refrigerator, I'm likely going to lose my s..t.