Today was the third time we called to find out what is happening with the stove parts ordered. We called per their instructions. Last week they said it has been escalated and we should know in a few days. The agent we talked to today talked like he was reading a script saying the same thing we were told before. I asked to speak to a supervisor and was told that I couldn't. I said I would try and find a way or talk to my lawyer. I have done neither so far. User's recommendation: I wouldn't recommend buying the service plan from Sears.