Why do we pay for 'service' when it's this poor?

I had Sears come and bring a new oven this Saturday. The first thing the installer tells me is they cannot reuse my old power cord. (Sears didn't tell me that when I bought the oven?)

So ok, I can install it since it's a "liability" thing, it's just a couple screws. The guy kinda walks me through it but neglects to tell me to take the strain-relief bracket off the old oven and put it on the new oven. (I don't find this out till he's gone with my old oven)

So they try sliding my new oven in and realize the old anti-tip bracket that's attached to the floor isn't positioned right for the new stove. You figure they'd fix that, right? Nope! They just remove the old bracket and tell me I need a "professional installer" to come put the new bracket in. (Really? Isn't that why you guys are here?) To top it off they ran off with the anti-tip bracket that came with the new stove, so when they come 'remedy' the problem I'm not sure if they are gonna have the right hardware to do the install (can they reuse my old bracket? who knows!)

So I called Sears customer service this morning and told them both of these problems need to be remedied. What the heck is going on these days?