Sears Canada Inc

We bought 5 appliances for new house. Included was a Kenmore Induction Range. Delivered March 18th, 2015•
Called for service August 24th as the oven would not work and the light would not go out.
• Waited 9 days for the service man to arrive on Sept. 2nd.
• He told us it needed a part, which he ordered, it would take 5-10 days to arrive. He 'thought' it would be the right part!
• Could not manage without an oven and so contacted Kevin the Manager of the appliance dept. to tell him of our dilemma as we have a family, I do a lot of cooking (that’s why we bought a good range).
• He told me the range would not be replaced which is what I asked for. As a compromise he offered us a ‘loaner’ of a counter top oven, which we picked up that day as I was desperate to have some type of oven. It worked reasonably well, for anyone heating small amounts of food, but certainly is not satisfactory for anyone doing the amount of cooking I do. But I thought I’d manage for a few days, it was better than nothing.
• We had heard nothing by September 15th, so called and asked to speak to the General Manager, I was put through to someone called Steve, don’t know who he was. He told me he would find out what the status was but probably wouldn’t get an answer that day, but would get back to me by the next day Sept. 16th.
• I had not heard back from him by 17th, and when I called to speak to him to find out the status, was told that he was off.
• Then called Ross McPherson (General Manager) Sept. 17th and left message asking him to call. He called back that day.
• Ross was very obliging and said my situation had been discussed, Sears could offer $250.00 off the price of the range or I could have a replacement. Chose the replacement.
Which I now have.
We have been buying from Sears for 25 years. This was particularly disappointing as we have moved several times in the past few years (4) and have always bought all our appliances at Sears, not only are they highly rated but they have always offered very good service. We have also bought furnaces, water tanks, vacuum cleaners etc. from them.
We have extended warranties on the appliances but after reading the other reviews it appears that these may have been a complete waste of money.
Received call on OCTOBER 19th to say part was in, this is nearly two months after my initial service call.
Have to commend Ross, he dealt with the situation promptly and to our satisfaction. My concern now is, what if anything else goes wrong with this range or any of the other appliances, its not reasonable to wait nearly 2 months for it to be repaired. I have to say after being loyal customers for many years I will never make major purchases at Sears again. What a pity.