in this case
- Karen Plaskon’s refrigerator failed in February, and her Sears Master Protection Agreement, the plan she had paid for, entitled her to a replacement. Sears approved one in April.
- Then came the runaround. The Frigidaire she ordered was canceled over delivery delays, Sears recommended a GE model in June, and that did not arrive either. Months of calls were met with shuffled departments and “manufacturing delays.”
- Sears had once resolved a similar problem with a cash payout but now said that option was gone, which raises a hard question about what a protection agreement is worth when a company stalls for half a year.
Karen Plaskon’s refrigerator breaks under her Sears Master Protection Agreement, and Sears approves a replacement. But after months of delays, canceled orders, and endless excuses, she’s still without a working fridge. Can a consumer advocate end her six-month wait for a resolution?
Question
I’ve been without a refrigerator for six months despite paying for a Sears Master Protection Agreement. My fridge failed in February, and Sears approved a replacement in April. I ordered a Frigidaire, but delivery delays led Sears to cancel it and recommend a GE model in June. I’m still waiting.
A few years ago, Sears resolved a similar issue by giving me a cash payout. This time, they claim they no longer offer that option. I’ve spent hours on calls, getting shuffled between departments blaming “manufacturing delays.” Meanwhile, retailers like Costco deliver fridges in days.
Sears’ runaround has left me exhausted. How can I get them to honor their agreement? — Karen Plaskon, Grants Pass, Ore.
I had a similar problem with the Sears whole house warranty. My water heater failed and I used the warranty to get a new one. However, the store that was supposed to deliver and install it had to wait a week before Sears approved the replacement. Needless to say, I didn’t get the warranty when I moved.
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Αnswer
Sears should have honored your protection agreement promptly. Its own precedent shows cash payouts are possible under the plan. While Sears isn’t legally required to offer refunds, its refusal to resolve delays violates the implied covenant of good faith in service contracts.
Stringing you along for half a year is unacceptable. Sears has a track record of doing the right thing — eventually. In fairness, all the back-and-forth between you and Sears left me with a little whiplash.
You did the right thing by documenting calls and escalating to executives, confusing as it may have been. In cases like this, a paper trail is critical. Always follow up phone calls with emails summarizing discussions. If a company stalls, an appeal to executive contacts can help. I publish the names, numbers and email addresses of the Sears executives on my consumer advocacy site, Elliott.org. I think you were more than patient with Sears.
I would have spent a little less time on the phone and more time writing. A paper trail is essential when a company like Sears stalls on a delivery. Also, I would have appealed this to the executives much sooner. Six months is way too long to wait.
I contacted Sears on your behalf. A representative reviewed your case and agreed to cancel your order and give you a full refund. Now you can buy the refrigerator you want from Costco, or any other store that will deliver your appliance quicker.
What you need to know about appliance protection plans and stalled claims
When a protection plan approves a replacement but never delivers, you have ways to push for a resolution. Here is what consumers should understand. This is general information, not legal advice.
It is an extended service plan that covers repair or replacement of a covered appliance. When a covered item fails and cannot be repaired, the plan can authorize a replacement. How quickly that replacement actually arrives, and whether a cash option is offered, is where disputes often arise. It can, often citing supply or “manufacturing delays,” and then propose a different model. The problem for consumers is that each cancellation can restart the clock. If the company cannot deliver an approved replacement promptly, it is reasonable to ask for an equivalent option or a refund. Not necessarily. A plan is generally not legally required to offer a cash refund instead of a replacement unless its terms say so. That said, if the company has resolved similar claims with a cash payout before, that precedent is worth raising, since it shows the option exists under the plan. Document everything in writing, cite any past precedent, and escalate to executives rather than staying with frontline agents. Many service contracts carry an implied expectation of good faith, so a company that strings you out for months is acting against the spirit of the agreement, which strengthens your case for a refund or fast replacement. Because phone calls are hard to prove and easy to contradict. Following up each call with an email that summarizes what was said and agreed creates a record you can point to later. When a company gives an illogical answer, keep pressing for a logical one in writing. Sooner than most people do. Spending months bouncing between departments rarely works. If a claim is approved but not delivered within a reasonable time, a documented appeal to a named executive contact is often what finally moves it. If the company keeps stalling, consider asking for a refund so you can buy the appliance elsewhere from a retailer that delivers quickly. Going without an essential appliance for months is not a reasonable outcome under a paid plan. For help with a specific dispute, see how the Problem Solved column helps consumers.What is a Sears Master Protection Agreement?
Can a company cancel an approved replacement order?
Does a protection plan have to offer a cash payout?
What recourse do I have if the company just stalls?
Why is a written paper trail so important?
When should I escalate to an executive?
What can I do while I wait for a resolution?
