A Poor Customer Service Experience

As an external customer, I have had such poor customer service with Sears lately.  I recently had a window broken by a flying object, while I was mowing the lawn.  When I purchased the new windows about 4 years ago, I was told there was a full lifetime warranty.  I have called the warranty number multiple times, over a two week period, leaving messages with my information for them to call me back.  Finally, I was able to get through to a customer service representative and was informed that the  warranty was only good for materials and not labor.  They are now telling me that I need to pay $100 for labor, just for them to come out here; not including how long it takes them to replace the window.  Then the customer service representative informs me that it might not actually be covered because it shattered and that the warranty covers cracked or damaged windows.    I am very disappointed with Sears.  They sold me the windows with a lifetime guarantee and now they do not want to honor it.  I guess Sears's warranty is only good for when they want to honor it.

A few suggestions for Sears to handle this situation better is:

1. They should be loyal to their customers.  Happy customers always return.
2. They should honor their lifetime warranty.
3. They could have returned my multiple messages that I left over a two week period.
4. They could be willing to do a one time discount for this repair.
5. They should update their warranty information to be more accurate to their actions.

This is not the first problem I have had with Sears.  I always give companies multiple chances because I understand that not everyone is perfect.  But this is probably one of the last times I will use Sears to buy products that might need to be replaced during their warranty period.