I work for Sears (at a delivery warehouse) and although we're not supposed to be involved in the customer service aspect of the business we do get many service related calls routed to us. I'll tell you this, we work our behinds off attempting to fix customer issues. Trust me, you people that shop at Sears are VERY important to us. Our customer service business (like many companies) is now located in the Philipines and let me tell you, we get very frustrated dealing with issues that our so called "CS Pros" are supposed to fix and they have no clue. You may not get satisfaction from our customer service team, if not elevate it. I'm not saying contact corporate like Edgar did but be persistent. It's constantly re-iterated to us how important our customers are. Quite honestly nothing makes me happier at work than when I've assisted a customer whose issues are solved.... Thnaks Edgar for a positive story.