I can't offer too much advice, aside from the advice the other posters have stated.

If you can get ahold of your builder, then perhaps he can contact the store he bought it from and talk with them. A manager could probably talk with the repair store and get the appointment moved up. Though, I wouldn't count on it, because if the relationship between the store and the repair store is anything like the one between mine, then...not much will happen. (We hate each other, basically.)

Now if he/she gets the store manager to take care of the problem, I think you might get better results. Heck, talk to the right person (while being calm and collected about it) they might up and replace the whole thing without having to mess around with repairing it.

If you do end up getting it replaced, maybe you should get Sears to install it, because it doesn't sound like it was installed right in the first place.

But I wish you good luck and I hope they work with you better on this. I would have been mortified. I can understand the csr's position, however. They don't have the authority to move around appointments. Perhaps you should speak with managers from now on.

Good luck.