We've had the Sears Protection Agreement since we purchased all new appliances from Sears in 2001 following a total loss house fire. Up until the current issue service has been very good. In Oct 2020 our upright freezer quit working and over the next four months we had visits 8 times from techs replacing freezer parts ... costs I'm sure were 3 to 4 times cost of replacement. In February 2021 the tech, for the third time, said the freezer was not repairable and should be replaced. The tech said he would submit his report and we should be hearing from the replacement dept soon. By May 18 we had not heard from anyone else from Sears. I waited to call given the pandemic related issues. The gentleman I talked with aplologized and expressed his frustration with nothing being done and he even sent an email to the "district manager" while I waited on the phone. The tech said to call back in five business days if I had not heard from them. I called back on June 1 and the tech researched the case and informed me that she needed to send another tech to look at the freezer. The reason she gave was that the "tech dept" had not initiated the paperwork nor had they responded to any emails sent to them. Rather than be embarrassed and outraged at the failure of the tech dept to do their job she threw the burden of responsibility back to me by wasting my time and further elongating the process by sending out another tech. I eventually convinced her to send another email to the tech dept. She was reluctant to do that but I was adamant that I didn't need to have another tech visit again. She said that they wouldn't read the email for ten days and that she doubted they would do anything. Talk about frustrating. I did just a few minutes ago responded to the email survey sent and after writing a similar narrative my response disappeared after hitting "next" ... which is why I'm now trying this approach. My name is Mike Reibling. All other information is contained in the case # 7138585