The connection between the customer, the AI interface to customer support and technician is non-existent. I purchased a Repair Warranty last year and will not continue it. It was difficult to determine which website to use, how to submit a problem, then once you had accomplished that feat, getting Sears to keep the appointments it confirmed were nothing short of frustrating and even laughable. It see the Sears AI / repair center model as nothing short of an expensive scam as I, presently, am awaiting a technician to come to repair a covered appliance and have the repair parts in hand. This will be the 6th appointment for this install. There is money to be made for good service and if Sears had continued the good service I have had with their appliances since 1996 I would continue on with their warranty program. As it is now, it is nothing but a undependable waste of money and time.