I have done installations for Sears for over a year. I work for one of Sears contractors. What people must understand is Sears is all about the money, they don't care about anything else. Sears takes the money for the install and contracts the work to a contractor. Then the contractor contracts to an individual to do the work.
The reason you get technicians that don't appear to know what they are doing is they pay the person about a third of the money spent. They have to burn their gas and spend their time to do the work. Sometimes this is a challenge. I refuse to do anything half way, so sometimes I don't make 10.00 hr after expenses. After that you have to beg for your money.
Sears has taken the low road. They have a system of ignoring you that is second to none. This is customers and installers. I can't believe the Sears we used to know has sold out for the almighty buck.