Dishonest?
Well, some Will argue that the warranty doesn't actually say that you have to buy the tool from Sears, themself .
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Craftsman replacement policy change
- Thread starter ctgoodman
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Dishonest?
Well, some Will argue that the warranty doesn't actually say that you have to buy the tool from Sears, themself .
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Super Sport
Well-known member
I have read reports that even in recent years Sears management has stood behind the "satisfaction guaranteed" warranty saying that it is better to continue to offer it than not. Whether that was the right decision or not, that's what they continued to do and legally they are required to honor it.
That's only part of the reason. Sears offers a fairly comprehensive training program for their consultative sales employees. The problem is, the people who write the training didn't know the products themselves. I worked at Sears for a short time around 2014 in the tool department, and the training was a real joke. Most of it had very little to do with how the tools were used or what they did. I still remember one question asked how long the warranty was on the smoke detectors that we (never) sold. Not knowing, I actually walked over to them, looked at the package, went back and the right answer was not one of the multiple choice answers. Even if it was it was really irrelevant to the job anyway.
I'm not sure if the training is better for the other departments, but it was quite clear that upper management had no idea of what the typical tools customer needed help with.
rsanter
Well-known member
I will agree that buying rusty broken junk tools at the swap meet and expecting to get new stuff is not the best course of action....
However if you read the satisfaction warranty that Sears created it does not say that you have to be the original owner or that any receipt is needed.
Needing a receipt for warranty on something that has your name brand name on it is dumb and only it there to put the customer off. It's a BS tactic that they use in the dumbest way.
Remember that a product cost has factored many things into it including marketing, holding, packaging, manufacturing, and yes warranty cost.
Sure Sears never visioned the position they are in back when they created the warranty, but they drove themselves to that position.
One more reason why you create a quality tool that is not too likly to break and you charge a reasonable amount for it that will cover the expected costs. Win win situation.
I went into the Sears yesterday because I needed some of those little plastic socket clips.
I have bought very very little from them in the past few years because of their low quality of tools and tallent in staffing.
The tool department is literally half empty. And on top of that it was a mess.
And as you can guess they did not have the clips I needed....
Bob
However if you read the satisfaction warranty that Sears created it does not say that you have to be the original owner or that any receipt is needed.
Needing a receipt for warranty on something that has your name brand name on it is dumb and only it there to put the customer off. It's a BS tactic that they use in the dumbest way.
Remember that a product cost has factored many things into it including marketing, holding, packaging, manufacturing, and yes warranty cost.
Sure Sears never visioned the position they are in back when they created the warranty, but they drove themselves to that position.
One more reason why you create a quality tool that is not too likly to break and you charge a reasonable amount for it that will cover the expected costs. Win win situation.
I went into the Sears yesterday because I needed some of those little plastic socket clips.
I have bought very very little from them in the past few years because of their low quality of tools and tallent in staffing.
The tool department is literally half empty. And on top of that it was a mess.
And as you can guess they did not have the clips I needed....
Bob
driftpin
Well-known member
drink
Well-known member
The following warranty information was provided by the Craftsman.com website.
Craftsman and Craftsman Industrial Hand Tools labeled HAND TOOL FULL WARRANTY in warranty heading
Warranty Service
To obtain the warranty coverage stated below, return the product to the retailer from which it was purchased. Coverage will be fulfilled according to the retailer warranty exchange procedure and may be subject to a limitation on the number of items allowed per exchange.
Craftsman (or Craftsman Industrial) Hand Tool Full Warranty
If this Craftsman (or Craftsman Industrial) hand tool ever fails to provide complete satisfaction, it will be repaired or replaced free of charge.
This warranty does not cover expendable parts that can wear out from normal use within the warranty period. *
HAND TOOL FULL WARRANTY PRODUCT CATEGORIES
Automotive Specialty Tools (simple design)
Beam Torque Wrenches
Chisels, Punches, Pry Bars
Hammers
Hex Keys, Files
Levels (other than Torpedo, Digital or Electronic)
Metal Squares and Combination Squares
Planers
Ratchets, Sockets, Extension Bars
Saws
Screwdrivers, Nut & Bit Drivers
Scrapers, Putty Knives
Snips, Bolt & Wire Cutters
Tubing Cutters
Utility Knives
Wrenches (other than Torque)
Be sure to ask what is meant by the asterisk (*) concerning expendable parts. There are several asterisks (*) in reference to an annotation below several sections. A copy follows.
* This warranty does not cover expendable parts (if supplied) that can wear out from normal use within the warranty period, including but not limited to bits, taps, dies, non-LED bulbs, replacement blades, non-rechargeable batteries, filters, belts, sandpaper, pads, bonnets, abrasion discs, grinding wheels, cutting wheels, contact tips, nozzles, inflation needles, trimmer line, and spark plugs.
Personally I cannot recall a lot of what has been added to the warranty statements on the Craftsman hand tool packaging when I originally purchased my tools new.
Craftsman and Craftsman Industrial Hand Tools labeled HAND TOOL FULL WARRANTY in warranty heading
Warranty Service
To obtain the warranty coverage stated below, return the product to the retailer from which it was purchased. Coverage will be fulfilled according to the retailer warranty exchange procedure and may be subject to a limitation on the number of items allowed per exchange.
Craftsman (or Craftsman Industrial) Hand Tool Full Warranty
If this Craftsman (or Craftsman Industrial) hand tool ever fails to provide complete satisfaction, it will be repaired or replaced free of charge.
This warranty does not cover expendable parts that can wear out from normal use within the warranty period. *
HAND TOOL FULL WARRANTY PRODUCT CATEGORIES
Automotive Specialty Tools (simple design)
Beam Torque Wrenches
Chisels, Punches, Pry Bars
Hammers
Hex Keys, Files
Levels (other than Torpedo, Digital or Electronic)
Metal Squares and Combination Squares
Planers
Ratchets, Sockets, Extension Bars
Saws
Screwdrivers, Nut & Bit Drivers
Scrapers, Putty Knives
Snips, Bolt & Wire Cutters
Tubing Cutters
Utility Knives
Wrenches (other than Torque)
Be sure to ask what is meant by the asterisk (*) concerning expendable parts. There are several asterisks (*) in reference to an annotation below several sections. A copy follows.
* This warranty does not cover expendable parts (if supplied) that can wear out from normal use within the warranty period, including but not limited to bits, taps, dies, non-LED bulbs, replacement blades, non-rechargeable batteries, filters, belts, sandpaper, pads, bonnets, abrasion discs, grinding wheels, cutting wheels, contact tips, nozzles, inflation needles, trimmer line, and spark plugs.
Personally I cannot recall a lot of what has been added to the warranty statements on the Craftsman hand tool packaging when I originally purchased my tools new.
drink
Well-known member
To obtain the warranty coverage stated below, return the product to the retailer from which it was purchased. Coverage will be fulfilled according to the retailer warranty exchange procedure and may be subject to a limitation on the number of items allowed per exchange.
return the product to the retailer from which it was purchased
Some Craftsman hand tools were sold with a warranty statement inside the packaging that said to take the tool to a Sears store to get warranty regardless of the tool(s) being sold by Sears. Basically warranty was to be handled by Sears.
Coverage will be fulfilled according to the retailer warranty exchange procedure
This procedure was never mentioned on any of the packaging when originally purchased.
may be subject to a limitation on the number of items allowed per exchange
This procedure was never mentioned either on any of the packaging when originally purchased.
return the product to the retailer from which it was purchased
Some Craftsman hand tools were sold with a warranty statement inside the packaging that said to take the tool to a Sears store to get warranty regardless of the tool(s) being sold by Sears. Basically warranty was to be handled by Sears.
Coverage will be fulfilled according to the retailer warranty exchange procedure
This procedure was never mentioned on any of the packaging when originally purchased.
may be subject to a limitation on the number of items allowed per exchange
This procedure was never mentioned either on any of the packaging when originally purchased.
drink
Well-known member
Did you ever buy a Craftsman tape measure with a lifetime warranty? I think Ace Hardware sells a different version (31025) with a one year warranty. Anyway, the forever, or lifetime warranty on the tapes Sears used to sell is handled in a different way.
Tape Measures
Warranty Service
To obtain the warranty coverage stated below, return a defective product with proof of sale to the retailer from which it was purchased.
Craftsman Limited Warranty
For one year from the date of sale, this product is warranted against defects in material or workmanship.
With proof of sale, a defective product will be replaced free of charge.
How many of you can come up with your sales receipt from when you originally purchased your tape?
This is a good example of the life of a product that Sears no longer sells.
Tape Measures
Warranty Service
To obtain the warranty coverage stated below, return a defective product with proof of sale to the retailer from which it was purchased.
Craftsman Limited Warranty
For one year from the date of sale, this product is warranted against defects in material or workmanship.
With proof of sale, a defective product will be replaced free of charge.
How many of you can come up with your sales receipt from when you originally purchased your tape?
This is a good example of the life of a product that Sears no longer sells.
Attachments
drink
Well-known member
Lifetime Warranties
The actual scope of a so-called "lifetime" warranty often is stated in the fine print. Most often, such a warranty covers the product for its lifetime on the market. This means the lifetime warranty ends either at the time the item is discontinued or sometimes a few years beyond that point.
Some lifetime warranties cover the product for as long as you own it, which means the warranty is disclaimed (or voided) the moment it is resold or given away. Look for the word "limited" in front of the words "lifetime warranty," which will be accompanied by language (usually in fine print) explaining its terms.
The actual scope of a so-called "lifetime" warranty often is stated in the fine print. Most often, such a warranty covers the product for its lifetime on the market. This means the lifetime warranty ends either at the time the item is discontinued or sometimes a few years beyond that point.
Some lifetime warranties cover the product for as long as you own it, which means the warranty is disclaimed (or voided) the moment it is resold or given away. Look for the word "limited" in front of the words "lifetime warranty," which will be accompanied by language (usually in fine print) explaining its terms.
drink
Well-known member
Federal Consumer Warranty Regulations
Passed in 1975, the Magnuson-Moss Warranty Act governs all virtually all consumer product warranties in the U.S. for products costing more than just a few dollars. The law requires retailers that offer written warranties to meet certain standards, such as making it available for consumers to read before purchasing.
While it does not require merchants to offer written warranties, they are required to follow the act as soon as they do offer one. All written warranties must be written plain language (in other words, no "legalese" or otherwise confusing text) and include the following:
Name address of company extending the warranty
Covered product or parts
What the warranty entails: Replacement, repair, or complete refund (and whether the customer must pay for shipping or other costs)
The length of time the warranty covers the product from the date of purchase
What the warranty does not cover (such as damage caused by improper or illegal use)
Information about any dispute resolution procedures that may be necessary in some cases
Concise information about the consumer's legal rights
The act does not apply to the following:
Oral warranties
Warranties on services (unless the warranty covers both the parts needed for a repair and the service)
Products sold for resale or commercially (i.e. not for end consumers)
While the act makes it easier for consumers to sue merchants for breach of warranty (a violation of federal law), merchants may—and often do—require customers to attempt resolving the issue by means of arbitration or mediation before filing a lawsuit.
Passed in 1975, the Magnuson-Moss Warranty Act governs all virtually all consumer product warranties in the U.S. for products costing more than just a few dollars. The law requires retailers that offer written warranties to meet certain standards, such as making it available for consumers to read before purchasing.
While it does not require merchants to offer written warranties, they are required to follow the act as soon as they do offer one. All written warranties must be written plain language (in other words, no "legalese" or otherwise confusing text) and include the following:
Name address of company extending the warrantyCovered product or partsWhat the warranty entails: Replacement, repair, or complete refund (and whether the customer must pay for shipping or other costs)The length of time the warranty covers the product from the date of purchase What the warranty does not cover (such as damage caused by improper or illegal use)Information about any dispute resolution procedures that may be necessary in some casesConcise information about the consumer's legal rightsThe act does not apply to the following:
Oral warrantiesWarranties on services (unless the warranty covers both the parts needed for a repair and the service)Products sold for resale or commercially (i.e. not for end consumers)While the act makes it easier for consumers to sue merchants for breach of warranty (a violation of federal law), merchants may—and often do—require customers to attempt resolving the issue by means of arbitration or mediation before filing a lawsuit.
drink
Well-known member
Revised February 28, 2017
For questions you may have concerning warranty coverage issues that do not appear to be covered by the information on this web page, call the Craftsman Customer Care Hot Line number: 1-888-331-4569
For questions you may have concerning warranty coverage issues that do not appear to be covered by the information on this web page, call the Craftsman Customer Care Hot Line number: 1-888-331-4569