Hi - We're sorry to hear about the issue you experienced with your chest freezer, especially the inconvenience and food loss it caused. It's unfortunate when appliances fail unexpectedly. We are glad you were able to get a buy-back approved, as we were unable to find a technician. We profoundly apologize for your inconvenience in this matter and we're here for you if you have any questions or additional comments. -Kacie@GEAppliances