I’ve asked for a refund, but Sears has not responded. I have documented every correspondence and maintained a thorough paper trail as you recommend. — James King, Carmel Valley, Calif.A: Sears should have installed your washer or refunded your entire payment immediately. It’s vital to keep a detailed paper trail of every email, phone call, and correspondence. When I reviewed your paper trail, I saw evidence that Sears was trying to send a technician to your home.