We purchased a new refrigerator from our local Sears. The delivery was by an outside company. The delivery company delivered and set-up our new refrigerator on Thursday morning. The refrigerator did not seem to be cooling off from the start. I checked all the manuals and FAQs I could find and followed the directions. After about 6 hours, the refrigerator was not cooling at all, the lights were on but there were no fan noises, no cracks and pops as the manuals said there should be, no blowing air at all. I called the "local" Sears number and a computer answered the phone. After a couple of tries to get a live person, preferably local, I went through the computer routing system. I was routed to the repair services. The lady on the phone, though polite, did not seem to hear what I was saying. She insisted that I wait 24-48 hours before I determined that the refrigerator was not working. Eventually she transferred me to a "Service Technician" to explain to me that I needed to wait 24-48 hours. The service technician listened to my description, and said that it sounded like the refrigerator was not working and transferred me to another person to schedule service. After a lengthy hold, I had to describe the entire problem again to a third person. Service was scheduled for sometime Monday, they would call me Sunday between 6 pm and 9 pm to give me a 2 hour window during which the service person was to arrive. I explained that would not work for me, that all my food was sitting in coolers and 5 days was not soon enough. I was told this was the best they could do. The next morning, Friday, my husband called the local Sears. I admit, I'm not entirely sure how he managed to get a hold of the local store, because he called the same number that I did, but he did. It took some time for him to convince the sales person that he wanted to talk to the store manager. She actually tried to tell him that because we did not buy the service warranty that they could not do anything to help us! Eventually my husband did reach the store manager. After discussing the situation, the manager arranged to have the delivery company pick up the non-working, (it still was not cooling after 24 hours), refrigerator. The store manager also arranged to have a loaner refrigerator delivered until the replacement unit came in and was delivered. In the end, the local store manager did his best to make it right. I do appreciate what he did. We did get a working refrigerator the next Friday. I am not happy with the way I was initially treated, by what I assume was "corporate'. It would have been much better customer service to send someone out, even the next morning, to take the 10 seconds it would have taken to stick his or her arm and head in the refrigerator and say, "Yep, it's not working, let's order a new one.". That would have been fine.