Sears Home Central - No Longer in Business

As long time Sears customers, we've historically been happy with their sales (Sears Fairview) and repair services (Sears Home Central). So when one of our appliances recently stopped working we didn't hesitate to call Sears Home Central to arrange for a diagnosis and subsequent repair appointment. Unfortunately, issues with the call centre and the initial diagnosis techincian left us a bit disappointed, suspecting that perhaps Sears no longer uses their own employees i.e. all of their work is contracted out now and this might explain our service experience this time around? We suspected the usual "larger more lucrative jobs take priority over smaller ones (and customer service)". The first (diagnosing) technician left us for a bigger job after a quick diagnosis, warranty hard-sell, and a promise to call when the part came in. Was prompt to call when he had the part (the next day, we were happy about this). He wanted to do the repair the same day but the notice was too short for us to get off work to meet him at our home. So he promised to call us to book the repair appointment. We never heard from him again. We decided to call him after waiting for a day or two (we'd saved his cell #, much to his surprise). After telling us his lame story for not calling he told us to wait for Sears to call us. Hmm, if we hadn't found him, we'd still be waiting! We then contacted the call centre ourselves to get another technician in to do the repair. This meant waiting a few more days (now a week) without a working appliance. Repair was pricey. The positive things we noticed this time around were the reminder phone calls from Sears Home Central the day before appointments, the reasonable wait window for appointments (4 hours max.), both techicians (diagnostic and repair) were respectively on time (ie: arrived early in the wait window), knew what they were doing and left our home clean. Despite this, though, we have noted some other reputable appliance repair companies after extensive reading on this site as we're now unsure whether we'll call or recommend Sears Home Central again.