What else is new? Go to any consumer internet forum and you'll hear horror stories about Sears service. One of the Boston T.V. channels several years ago had a report on lots of people having lots of trouble getting Sears appliances fixed. I'm sure the service has gotten worse since then. Sears is not in this for the long run. Eddie knows that Sears isn't going to be around in five years. He doesn't care. I guess he's planning to liquidate the properties (owned or lease) at a profit if he can. The Sears trademarks such as Craftsman, Diehard, and Kenmore have been 'walled off' so the SHLD won't be participating in any associated profits.
At any rate, this isn't your grandparents' Sears. Satisfaction is NOT guaranteed. Shop at your own risk.