Some companies underestimate the power of social media! One week ago yesterday....July 10 my mother contacted Sears Canada because her washer quit working and she had bought the service/ maintenance contract with them. My mother has bought maintenance contracts for every Kenmore product she has ever bought, which is all her appliances. They have made megabucks off of her. So.....On July 10, they gave her a date for the service rep to attend her house to make the repair - on August 6.....first date available! My mother is 82 years old....and the closest laundromat to her is at least 20 km away. But apparently....they don't care! I have been on the phone with Sears....on July 11...at which time I was told to escalate by emailing them....which I did on July 11. On July 15....I had not heard from them, so I emailed them again. Nothing. On July 16 I called them Marco told me he would contact dispatch and then email or call me in an hour. Did not happen!!! July 17, I called and spoke with Maria. Maria could not find any record of my call with Marco....surprise! Maria put me on hold and talked to dispatch who of course said there was no earlier time available. She told me she would escalate my complaint (after insistence from me) and the within 24 hours I would receive a call from "Jane". Well....that didn't happen!!! So today....July 18, I called again and spoke with Annette. Annette advised me that she couldn't get anyone there any sooner...so...I asked her to escalate and she told me the group that handles complaints already had it, and they would contact me next week! So....I ask...what day next week? Oh....I can't give you a day she says....just next week. I said..there are 7 days in next week...when do you suppose they might call....by Wednesday? Oh...I can't say...then you would expect a call by that day! Really?????? So I asked for her supervisor....who is not in the office, but might be there on Monday!!!! I am NOT giving up on this one!!! I will call every day.....every hour if I have to! And....then they have the nerve to say....if she goes elsewhere for service her maintenance contract will be null and void!!!! WOW.....great customer service!!!!! I have held my temper in every conversation....I have been polite and kind since the people I am speaking with are not at fault, but enough is enough!