So, we've been having an issue with our refrigerator/freezer for the past 6 - 8 months. The ice dispenser, which is on the outside of the freezer door, does not work. We've had issues where the bottom of the dispenser freezes into a block of ice, the dispenser door/flap doesn't open and even at one point the ice maker itself crapped out.
We've had Sears repair on site (8) times to date, UGH! They're replaced part after part after part and nothing they've done has resolved the problem. One technician even said we'd have to live with it.
The Sears appointment process is just that, a process. They give you a "window" of when they'll arrive, typically mornings or afternoons, so a lot of waiting around.
I've also been in touch with some Sears Corporate dude but he's proving to be as useful as tits-on-a-bull if you catch my drift! He just doesn't return my calls.
The last attempt at fixing the problem, which was last Friday, was to replace the entire freeze door! Ordering a freezer door takes approximately 3 to 4 weeks for the part to arrive, so the delay continued, not to mention that this part alone cost more than what we paid for the entire unit!!
So, Sears arrived promptly first thing and had the new door installs in short order, yippee! However, my excitement was short lived when the ice holder/dispenser wouldn't fit! It was the correct replacement door based on the model number, however, Sears modified the door ever so slightly and subsequently our original ice holder/dispenser simply doesn't fit.
Sooooo, a second replacement door has been ordered along with a replacement ice holder/dispenser and we're looking at another 3 - 4 weeks for these parts to arrive. I can see why Sears is struggling. Now keep in mind that although our confidence levels are high that this will fix the issue, we're concerned that the problem we're having is an inherent defect and will only occur again down the road. Keeping fingers crossed that if it does, we're still covered under warranty.
Since the unit is still under warranty the Corporate dude I've been dealing with did offer to replace the entire refrigerator/freezer, however, here's the catch - the replacement unit can only be for what we paid and not what it's valued at. For example, in our scenario we bought this unit, a brand new but older model, at a discounted price. The unit itself is ~$1200 but only we paid ~$850, so that's all they're allowing towards a replacement. What a scam! Be forewarned for if and when you consider purchasing a maintenance/warranty agreement.
