Sears

I am now in my 5th week of waiting for a part for my 14 month old Samsung 32 in. flat screen tv, covered by the Master Protection agreement. From the beginning my tv repair was bungled. The day after Sears repair center accepted my tv, they called to let me know it was too large to be fixed there-couldn't this have been mentioned upon drop off ? After insisting it be repaired at the center since it was already there, I began getting a series of taped calls-I had "missed" repair appointments, the part was ordered, the part was due, the part was backordered, and then, eventually, the part is in transit and did I want to tracking numbers. Two days later, the part was unavailable again and I had "missed" another service call. Numerous times I dialed the customer service number to let Sears know that my tv was in their possession, not mine. After 3 weeks, I insisted on a merchandise exchange due to the newness of the tv, which turned out to be a lemon, the long repair time, and the questionable availability of the elusive part --and was refused. The master protection agreement to Sears, means that any length of repair time is apparently acceptable as long as we are not paying for the repair. I contest that the lack of a repair part constitutes unavailability, which is covered in the MPA. This is our main, living room, family tv, and we are now in our 5th week without this major appliance. I have asked for store credit, after we hit the 4 week mark, as we needed to go ahead and replace the tv. I have in my care, a 31 year old autistic man who cannot speak or read and one of his biggest pleasures is watching tv with the family before bedtime each night and he was getting sad and antsy, not that anyone at Sears would give a damn. We have also not been able to see the Steelers play since the season began without the 5 of us plus guests trying to crowd around a bedroom set ! Customer service at Sears regarding repairs is terrible. You cannot get an understandable call taker (every one I reached has a heavy foreign accent) at their service number-they merely take your name and number and say they will relay the message, but it this case, it doesn't seem to get to the people in charge. This will be the last appliance I purchase at Sears.