Sears Canada Sears does not honour their Protection Agreement Montreal Quebec

We purchased a fridge from Sears back in June 2007 and have a service contract with them.

Last month, the middle shelf came apart and crashed down onto the bottom shelf causing damage to both of them.
I called sears for a service call and they sent someone today (1 month later) to come and check the fridge.
It is a kenmore fridge and they say that they stand behind these appliances.

They man said, "sorry we can't help you, you will have to spend around $250 to get a new shelf"

We called up and spoke to the supervisor of 1-800-4my-home (Sears Customer Service)

They told me the same thing, that if it is not defective then there is nothing that can be done.

This is definitely a defect! I was even told by someone who works at sears that it is indeed a defect and has seen it more than once.

Finally after arguing with them for over 40 mins, they agreed to send another technician to look, but at our expense. In 1 month from now.

Meanwhile we have no place to put anything in our fridge.
What kind of customer service does Sears have? We have purchased many things from sears in the past and can't believe that this is how they treat a customer.

Searssucks
LaSalle, Quebec
Canada