Another Sears warranty experience

[NinetyTwoFifty]

Well, after my last Sears experience (breaker bar fiasco) I vowed never to buy another Craftsman tool.

But I realized I had a couple of screwdrivers and one ratchet that needed to be replaced. So, I took them to my local micro-Sears, not figuring they would have the right ones.

Well, they had some of them. But I was actually upgraded from a cheap raised panel ratchet to one of the nice thin profile 60 tooth models. That made me very happy.

And I had a regular bit-holding screwdriver that was replaced with a much nicer 4-in-1.

And the lady I dealt with was very pleasant and helpful.

So, I have mixed feelings now.

What do you think guys, should I give Sears any more of my tool business?

 

[blazer1]

I don't understand the issues people have with returning tools. Few weeks back I took in a small 1/4" ratchet , grabed the replacement and went to the counter, told the guy I want to warranty out the brokeen tool and he replced it w/o even asking a single question about it. Took less than 10 min that I parked my truck to the time I was back in it leaving.

 

[NinetyTwoFifty]

This was my last experience:

http://www.garagejournal.com/forum/showthread.php?t=102673

 

[billymade]

Again, having been the guy who would give you the warranty return tool... it really depends on the person doing the exchange! I had many fellow co workers say and do things that were not Sears policy.... based on their own attitude or things managers said; that did not even gibe with the sears warranty that is stated clearly on the package of their hand tools. (in both bad and good ways.... your "upgrade" to the 60 tooth ratchet is a example of a "good" fudging of the rules but was not technically Sears Warranty "policy"; which is warranty exchange "same" for "same" tool). I used to get into arguments with my manager over the "satisfaction" based warranty and many times, they just didn't get it.... so, it is really up to you and who you deal with. As I said before; I tried to bend over backwards to get people their tools but when ordering replacements through the catalog; MAKE SURE you get a order # or like you experienced, you are setting yourself up for failure; because you do not have any proof of the exchange at that point.
Again, there are other places and brands to buy tools from; only you can decide if the time, effort, failure point of the tool and return/warranty process is something you are willing to put up with. I'm finding cheap tools are just unacceptable to me at this point in my life; even the pro tools fail but hopefully, you get better service on the warranty process... there are no guarantees in life! Try some of the pro stuff and see how they work for you, how durable they are and when you need to warranty something; how that process goes. It sounds to me like you need to try another brand and something new! We have all been there and made the leap... sounds like its time for you too!

 

[NinetyTwoFifty]

Actually I have tried out several brands, and all things considered Proto is my favorite. I have almost completely replaced all of my Craftsman with Proto.

Some things are just easier to buy at Sears. Like when I've got a half disassembled truck and discover I need a special tool...

 

[expatriated]

I've all but given up on Sears but I really like these new ratchets. At least I like the way they fit and feel but I only have the 1/4" and I'm going to have to take it back cause it keeps locking up and not rotating in either direction. The selector lever keeps sticking. I was hoping it would break in but no luck.

I really like the handle shape in the hand, I like the 84 teeth and I like the fact it clearly says "USA" but the gear mechanism on my just plain *****. I'll give another one a shot and then I'll be done with them.

 

[Altec]

Actually I have tried out several brands, and all things considered Proto is my favorite. I have almost completely replaced all of my Craftsman with Proto.

Some things are just easier to buy at Sears. Like when I've got a half disassembled truck and discover I need a special tool...

To much brand loyalty, and mindless following, and bashing. Your last statement pretty much sums it up... If you need it, and someone has it, you get it...

No company has a catalog full of perfect tools. Whoever makes the best of a specific item is what should be in your box.

Just lucky we have places like GJ that people can share there experiences. you just gotta dig past the "My problem with this company is..." posts.

But, I can't say anything Billy hasn't already. He hit the nail on the head!

 

[G1GRANDEUR]

It really depends on who you dealing with.

 

[Kirbot]

I've had all kinds of experiences with sears.

Sometimes you'll get somebody who's as nice as can be and you end up having a conversation with the guy after he replaces your stuff.

And then sometimes you get someone who has his head so far up where the sun don't shine, that you never wan't to deal with sears again.


Personally, I've pretty much given up on the brand, but not just because of the warranty.

 

[porphyre]

Well, after my last Sears experience (breaker bar fiasco) I vowed never to buy another Craftsman tool.

But I realized I had a couple of screwdrivers and one ratchet that needed to be replaced. So, I took them to my local micro-Sears, not figuring they would have the right ones.

Well, they had some of them. But I was actually upgraded from a cheap raised panel ratchet to one of the nice thin profile 60 tooth models. That made me very happy.

And I had a regular bit-holding screwdriver that was replaced with a much nicer 4-in-1.

And the lady I dealt with was very pleasant and helpful.

So, I have mixed feelings now.

What do you think guys, should I give Sears any more of my tool business?

I think you should stop going to the "micro-Sears". If they didn't have what you wanted, as some might expect a Micro-Sears (WTF that is?) to not have, you'd be on here complaining that you couldn't just walk in and warranty it and you had to go through the order rigamarole again.

Don't be surprised you fail when you set yourself up for it.

 

[Borrego]

My experiences have been positive regarding warranty returns. However, I understand I probably have more knowledge about the tools than the person doing the warranty.......That being said, if they are out of stock on a 6" screwdriver, I politely ask if they could exchange it for an 8" one.
I have exactly 1 locking extension, and it was acquired when they were out of stock on a regular extension. I was given the choice of the next size up or the same size locking extension...........

 

[kams1973]

I've personnally never had any trouble with warranting tools at Sears. I also don't expect their employees to bend over backward and kiss my *** because I'm there. In addition, I don't try to warranty tools that I have beat the **** out of in despirate situations.

 

[woody 73]

I have always had very good luck,but sometimes you do get Mr/Mrs Sears or Mr/Mrs lowes etc. Best to take a deep breath and either ask someone else or come back a different day.

I can tell you this if you are taking back tons of tools (not anyone on the GJ),they keep an eye out for you and brother they will make your life harder the next time you walk into that door!

 

[kissmeimgerman]

everytime i go to my sears i pretty much pick out what i am replacing, drop everything on the counter, they do something on the computer and i walk out the door, never had any hassle.

 

[wafrederick]

I pick out the ratchets,get a new one off the shelf and the saleperson tries to convince to replace with a piece of junk refurbished ratchet.My father's friend Dave got a refurbished for a replacement once and took that one back,it broke right away.I won't take my 3/8 drive breaker back to sears if the drive head breaks for a reason.I will hand it to my Matco dealer to get just the drive head replaced replaced under warranty,The Matco and Craftsman breaker bar drive heads are the same part number.

 

[pattenp]

My mother-in-law had a tool shed that burned to the ground due to a gas leak from her riding mower. It was a really hot fire and the heat ruined a set of Craftsman ratchets and sockets. The insurance company told her to get a price for the replacement cost so she took the set to Sears to get what it would cost to replace the set. To her surprise the Sears sales rep told her that he could replace the ratchets and sockets free of charge because of the lifetime warranty. I wouldn’t have thought that Craftsman tools would be covered from being damaged in a fire.

 

[Altec]

My mother-in-law had a tool shed that burned to the ground due to a gas leak from her riding mower. It was a really hot fire and the heat ruined a set of Craftsman ratchets and sockets. The insurance company told her to get a price for the replacement cost so she took the set to Sears to get what it would cost to replace the set. To her surprise the Sears sales rep told her that he could replace the ratchets and sockets free of charge because of the lifetime warranty. I wouldn’t have thought that Craftsman tools would be covered from being damaged in a fire.

Haha. Did they turn blue? I have some burned craftsman tools that did that lol.

 

[billymade]

The damaged by fire issue is up for debate; I have heard of some people being turned away for warranty on fire damaged tools, again... who you deal with! It all goes into 50 gallon drums in the warehouse; gets used for making tools at the foundry... at least this is what I was always told.
Just to let you know; I have gone back to the sears that I worked at and tried to exchange some tools with my former fellow co workers... even they couldn't get things done over the phone with the catalog! In this case; it was something as simple as figuring out the part number on a tool! So, your not alone with your problems of exchange, I did the catalog orders ALL the time but even my old co workers, seemed to not be able to get it done! LOL! Its all about who you are dealing with...

 

[pattenp]

Haha. Did they turn blue? I have some burned craftsman tools that did that lol.

The fire turned them black, blue and green and the ratchets wouldn't ratchet. The set was more than 35 years old so it was one of the old well made sets.

 

[Altec]

The fire turned them black, blue and green and the ratchets wouldn't ratchet. The set was more than 35 years old so it was one of the old well made sets.

Yep, sounds just like the ones I have. I keep them around because the finish looks neat.

 

[BigAl62]

With my last tool exchange at Sears, the dimbulb behind the counter asked if I has the receipt for the sockets that I wanted to exchange. I had to explain to her that the tools have a LIFETIME warranty, you don't need the receipt! Usually I don't have any problems exchanging broken Craftsman tools so all I can figure is she usually works ladies unmentionables or something, but they should have given her the basics before putting her in the tool department.

 

[billymade]

In our tool dept; "cashiers" were put in and out of other depts. all the time, it usually took them awhile to figure out the different policies that were in the tool section.... some never quite got it if they didn't spend much time there. I have been to some sears; where I had to coach the cashier on what button to push on the register to ring up the warranty exchange... I knew it.. having done it thousands of times! Expect cluelessness when you go to Sears... its just part of the way many of the employees. are... unfortunately!

 

[NinetyTwoFifty]

I think you should stop going to the "micro-Sears". If they didn't have what you wanted, as some might expect a Micro-Sears (WTF that is?) to not have, you'd be on here complaining that you couldn't just walk in and warranty it and you had to go through the order rigamarole again.

Don't be surprised you fail when you set yourself up for it.

The micro-Sears is the Sears hometown center or whatever they call it. I can never remember so I call it the micro-Sears.

I go there because it's the only one within 40 miles.

And this last time they had what I needed or close enough and I walked away happy.

 

[chevy_cowboy]

The micro-Sears is the Sears hometown center or whatever they call it. I can never remember so I call it the micro-Sears.

I go there because it's the only one within 40 miles.

And this last time they had what I needed or close enough and I walked away happy.

Keep in mind that the hometown stores are privately owned franchises and their actions don't really reflect the company. We've got a hometown store here and I'm pretty good friends with the owner, they'll do their best to take care of ya. Other hometown stores I've been to treat you like dirt and really don't want to deal with warranty returns or online purchases at all. Since they have very limited loose tool inventory I do most of my exchanges at the bigger store a couple towns over.

 

[Kirbot]

Keep in mind that the hometown stores are privately owned franchises and their actions don't really reflect the company. We've got a hometown store here and I'm pretty good friends with the owner, they'll do their best to take care of ya. Other hometown stores I've been to treat you like dirt and really don't want to deal with warranty returns or online purchases at all. Since they have very limited loose tool inventory I do most of my exchanges at the bigger store a couple towns over.

Thats where I had my worst craftsman warranty experience.
It was some kind of miniature sears.

Guy I spoke to was an outright liar and dirtbag.

He claimed one of the tools wasn't in stock.... when I was standing there looking at it...
It took an argument just to get the damn screwdriver replaced.

The couple other tools, he just simply wouldn't replace.

 

[NinetyTwoFifty]

Thats where I had my worst craftsman warranty experience.
It was some kind of miniature sears.

Guy I spoke to was an outright liar and dirtbag.

He claimed one of the tools wasn't in stock.... when I was standing there looking at it...
It took an argument just to get the damn screwdriver replaced.

The couple other tools, he just simply wouldn't replace.

I had a guy treat me like that at K-Mart. He told me that because a broken socket I had was rusty, I had obviously abused it and he wouldn't replace it. I took it to Sears and they happily took care of it.

A week or so later I took a broken screwdriver back to the same K-Mart, dalt with the same jerk. He looked that screwdriver up and down, all around trying to find a reason not to replace it. He was actually irritated when he realized there was no reason to deny me the new one.

 

[Kirbot]

I had a guy treat me like that at K-Mart. He told me that because a broken socket I had was rusty, I had obviously abused it and he wouldn't replace it. I took it to Sears and they happily took care of it.

A week or so later I took a broken screwdriver back to the same K-Mart, dalt with the same jerk. He looked that screwdriver up and down, all around trying to find a reason not to replace it. He was actually irritated when he realized there was no reason to deny me the new one.

The new standard style screwdrivers twist and break so easily, you would think they would be used to replacing them by now.

 

[chevy_cowboy]

Thats where I had my worst craftsman warranty experience.
It was some kind of miniature sears.

Guy I spoke to was an outright liar and dirtbag.

He claimed one of the tools wasn't in stock.... when I was standing there looking at it...
It took an argument just to get the damn screwdriver replaced.

The couple other tools, he just simply wouldn't replace.

The other side of the coin is the owners of the hometown stores actually own their inventory... meaning if they exchange a warranty item that sears or apex ultimately denies, they're out of pocket for the replacement. So obviously they'll be a bit more picky about it than the $10 a hour employee at the corporate store. I usually just throw broken or worn stuff in a box until I get quite a few items, then make a run to the big store a couple towns over every couple of months. They'll have just about anything in stock, and they'll replace it all no questions asked.