I was not very happy when my new, Kenmore Elite double oven was not working. I called Sears Repair service who scheduled an appointment within a week. When they came out, they said that the reason my top oven wasn't working was a faulty board that they had to order. Two weeks later when the board arrived, another appointment was made. The second (different) service guy came and said that it was not the problem but a thermocouple was the issue. He then ordered that part. Two weeks later, the next service guy called to tell me that I must hire an electrician to remove the power cord so that he could pull the oven out far enough to install the part. I had thought that if a repair was to be made, the service guy (within reason) was supposed to make those arrangements. The service guy then refused to do the repair until I hired an electrician. He said that this wasn't his job to do that kind of work. I ended up going to the main store in my area where I purchased the unit and talking with the manager. He ended up giving me a new oven! I was very happy with that, but after spending over $2000, I shouldn't have had all those issues with the service people.